CASE STUDY Am Law 100 firm | United States
Challenge
The service team faced recruitment challenges, leadership gaps, outdated training, technology shortfalls, and fractured workflows, which were undermining both efficiency and morale.
Objective
Deliver a comprehensive assessment and lead implementation of a multi-pronged improvement plan to reduce costs by 15% and elevate service quality.
Initial State
- Multiple legacy systems led to duplicate data entry and inconsistent outputs.
- New hires lacked clear onboarding, resulting in a 20% error rate in task execution.
- Frequent task hand-offs resulted in delays and inconsistent quality.
Epiq's Approach
Full-Scale Team Assessment
- Held one-on-one interviews with 25 stakeholders (team leads, staff, and key clients) to surface root causes.
- Analyzed six months of performance data and conducted on-floor observations to map workflows end-to-end.
- Developed a modern training curriculum, blending e-learning modules, hands-on labs, and mentorship.
Comprehensive Improvement Plan
- Consolidated six disparate platforms into two integrated systems, streamlining data entry and reporting.
- Redesigned the organizational chart, appointing three new team leads and defining clear escalation paths.
Implementation & Coaching
- Epiq project managers guided the rollout over three phases, ensuring minimal disruption.
- Delivered weekly executive updates and bi-weekly team workshops to reinforce adoption.
Results and Benefits
After Epiq
Implemented an operating cost reduction of 15%.
Training Completion Rate increased from 55% to 85%
Reduced Error Rate in Service Tasks by 15%