CASE STUDY Top 50 Global Law Firm | United States
Challenge
Support teams were fragmented across time zones and delivery models: a mix of office-based assistants, regional outsourcers, and legacy portals was creating confusion, delays, and inconsistent quality. Attorneys needed reliable admin support 24/7, but lacked a single point of contact.
Objective
Centralize intake, standardize workflows, and blend in-house and outsourced resources into one cohesive, around-the-clock Legal Support Suite.
Initial State
- Siloed Submissions: Multiple portals and specialized teams meant attorneys weren’t sure where to send requests.
- Variable Turnaround: Response times ranged from 6 to 48 hours, depending on region and team capacity.
- No Visibility: Reporting was regional and fragmented; leadership couldn’t track global volumes or performance in real time.
- Support Gaps: U.S. and EMEA offices lacked true overnight coverage, forcing some attorneys to self-service routine tasks.
Epiq's Approach
Global Intake & Smart Routing
Epiq collaborated with firm leadership to deploy a single, unified request portal. Each submission is triaged by region (U.S., EMEA, APAC), practice group, and task complexity, ensuring it flows directly to the right support cluster.
Blended In-House + Outsourced Model
Office-based Workplace Assistants were integrated into Epiq’s 24/7 support network. Nearshore teams in the U.S. and offshore teams in India now handle after-hours and overflow work seamlessly alongside in-office LAAs.
Integrated Technology & Reporting
We replaced all legacy portals with one centralized system and rolled out Epiq Connect for real-time dashboards. Stakeholders now see global request volumes, SLA compliance, and team productivity via monthly reporting, eliminating blind spots.
Results and Benefits
After Epiq
Less than 2 hours turnaround time.
Support access is now one unified intake point.
Time zone coverage includes 24/7 global support.
User satisfaction reporting 95% positive feedback.