Case Study

Office Services for Legal Services Industry

  • Challenge

    This global law firm launched an initiative to improve service levels and reduce overall operating expenses, by deciding to outsource an office services operation that was previously managed in-house. The services in scope included reception, mail, copy and office services.

  • Solution

    Swiss Post Solutions offered a tailored, scalable solution that included:

    • Highly trained talent
    • Replacement of outdated technology
    • Restructured labor schedules
    • Redesign of the centralised centers
    • Reengineering of processes and cross-training of employees
    • Service Level Agreements to ensure quality, consistency and performance
    • Robust reporting and analytics
  • Benefit

    Swiss Post Solutions demonstrated how their service would improve productivity and deliver significant savings, without sacrificing service levels. The results are a streamlined and structured management approach to providing support services, in a manner that is optimised for the firm’s needs, with a built-in process to modify the service as needs change. Based on the success of the pilot in one office, the firm expanded the contract to include five other US offices.

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