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Mattern Leads Strategic Outsourcing for AmLaw 25 Firm, Lowering Costs and Enhancing Services

To elevate service quality and secure more competitive pricing, this global AmLaw 25 firm needed to refresh more than a decade-old outsourcing model across multiple administrative and support functions. Mattern partnered with the firm to restructure leadership, optimize staffing, and integrate technology, ultimately delivering savings of more than 10% and reducing off-site facility costs by 71%—all while strengthening vendor accountability and aligning operations with the firm’s long-term strategic goals.

OPPORTUNITY
This leading global law firm was seeking to transform its on-site and off-site office and administrative services support platforms. After a decade with the same service provider across multiple service areas, the firm recognized the need for a strategic refresh to elevate service quality and secure more competitive pricing.

The initiative included the following support areas:
- Office Services
- Records Management
- Hospitality
- Document Processing
- Accounts Payable and Expense Processing
- Business Intake and Conflicts
- Billing, eBilling, and Narrative Edit Proofreading
- Attorney Resource Center
- Virtual Legal Assistants
- Graphic Design and Presentation Services
- Customer Relationship Management
- Immigration Practice Support

The firm engaged Mattern as a strategic partner, and together developed the following project objectives:
- Drive intelligent cost savings while maintaining staff wages
- Optimize leadership structures and staffing to reduce turnover and improve responsiveness
- Leverage technology for better tracking, reporting, and vendor oversight
- Establish a flexible, hybrid service delivery model aligned with the Firm’s strategic goals

PROCESS
Mattern leveraged its proprietary Mattern Method®, a structured, data-driven methodology designed to achieve operational transparency and benchmark performance against the market.

Key elements included:
- Operational Assessment: Mattern evaluated on-site and off-site workflows, hours of operation, headcount alignment, and conducted interviews with key stakeholders to uncover service gaps and assess client satisfaction. The evaluation revealed inefficiencies and redundancies, particularly in vendor oversight and off-site space utilization – real estate that was funded by the firm.

- Leadership and Staffing Optimization: Mattern recommended restructuring the outsourced leadership model, adjusting headcount and hours of operation. In addition, they introduced technology enhancements and strategies to reduce turnover and accelerate hiring.

- Technology Integration: Mattern advised the firm to leverage its existing investment in BigHand for job submission, tracking, and reporting while challenging the service provider to redesign the online job ticket to strengthen oversight of vendor performance.

- RFP Management: Mattern developed and issued a customized RFP to five national vendors, and presented a side-by-side comparison of the RFP results to the firm. After the review, Mattern facilitated vendor interviews and conducted a Best & Final round. Once the firm selected its finalists, Mattern negotiated pricing and operational elements to secure agreements tailored to the firm’s goals and scope of services.

SOLUTION
A hybrid service model: The firm chose to split their on-site and off-site solutions between two providers to achieve best-in-class service in each area.

RESULTS
The outcome delivered measurable savings greater than 10% and operational enhancements that will provide a flexible, cost-effective model tailored to the firm’s long-term objectives.

Some of the improvements include:
- First month’s on-site labor credited
- Recurring monthly incentive credits throughout the contract term
- Off-site facility costs reduced by 71%
- Enhanced management structure to increase responsiveness and consistency
- On-site Client Relations Director stationed in the firm’s headquarters
- Dedicated Account Director based in the primary off-site operations center
- Reintroduced BigHand’s job submission platform for streamlined job ticketing at no additional cost to strengthen vendor accountability
- Enhanced vendor accountability and performance visibility through real-time BigHand metrics reporting
- Lower administrative burden placed on in-house firm teams
- A scalable, accountable service model aligned with the Firm’s goals

CLIENT TESTIMONIAL:
The Mattern team was extremely knowledgeable, supportive, and totally unbiased. They served as our trusted advisors throughout the entire process.

To elevate service quality and secure more competitive pricing, this global AmLaw 25 firm needed to refresh more than a decade-old outsourcing model across multiple administrative and support functions. Mattern partnered with the firm to restructure leadership, optimize staffing, and integrate technology, ultimately delivering savings of more than 10% and reducing off-site facility costs by 71%—all while strengthening vendor accountability and aligning operations with the firm’s long-term strategic goals.

Mattern Leads Strategic Outsourcing for AmLaw 25 Firm, Lowering Costs and Enhancing Services

Future-Ready Legal Operations: How Mattern Helped a Leading Law Firm Optimize Outsourcing, Technology, and Governance

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MatternPILOT in Action: Total Savings of 34% and Better Yet, Proper Contract Management

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Mattern Assists Law Firm in Unraveling Decades of Paper Records and Rebuilding Information Governance Strategy

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AmLaw 200 Firm Streamlines Procurement and Saves 43% on Office Supplies

Establishing and maintaining a successful contract negotiation is a situation in which there needs to be two winners, not a winner and a loser. While every firm wants to procure the best contracts through informed negotiation, it is also important to preserve the long term, industry relationships with the vendors. You’ve got to pick the competitors wisely, and you must know the best practices in your region. To that end, there’s a great deal of strategy involved in an Open RFP; one might say an art.

Prominent IP Law Firm Achieves Win-Win & 10 Year Contract with Open Off-Site Records RFP

With more than 1,100 lawyers and consulting professionals in 24 offices worldwide, this firm is a leading business and litigation practice with global reach. As is the trend with many successful large firms, this particular one had undergone a merger in 2009 with an established Atlanta-based firm.

National Firm Gains 33% Reduction in Permanent Withdrawal Fees and 22% Monthly Savings on Outsourcing Contracts in Dual RFPs

Best Best & Krieger, LLP is a 180-attorney law firm that has been in business for more than a century. The firm has grown to include several dynamic practice groups across eight offices throughout California.

Mattern & Associates Spearheads Vendor Consolidation, Achieves 23% Monthly Savings in Support Services for Best Best & Krieger

Established in 1891, Best Best & Krieger (BBK) is a highly regarded, full-service law firm of over 350 professionals, including more than 200 attorneys across nine offices in California and in Washington, D.C. Maria D’Aquila is the firm’s Operations Manager.

Mattern’s Phase III Contract Compliance Program Achieves Maximum Value for Best Best & Krieger’s Office Supplies Contracts

This 320 attorney, AmLaw 200, Houston-based firm was in the throes of implementing a “work-cell” environment for their secretaries per practice area. The restructuring of staff and office layout required a different output strategy to be deployed in order to provide the tools and technology within close proximity to the work-cells, while also looking to reduce expenses. However, the firm had several expiration dates for their existing multi-function devices, requiring a creative plan for addressing replacements that also substantially improved the convenience and efficiency for the new work-cell environment.

AmLaw 200 Firm Shifts to Work-Cell Environment, Captures 24% in Cost Savings while Substantially Improving Operational Efficiency

This AmLaw 200, Chicago-based firm had taken advantage of outsourcing methods over the last couple of years; however, its current outsourcing and equipment contract was soon to expire. Since the firm renewed with the incumbent vendor the previous five years, they were interested in learning what other service bureaus were providing in the outsourcing marketplace. The firm also desired to determine whether they were staffed appropriately and operating under industry best practices and service levels with competitive pricing.

Chicago-based Firm Improves Workflow and Achieves 33% Annual Savings

This 250 attorney, Am Law 200, Washington D.C.-based firm had specific areas in which it was struggling; in particular, they were finding it difficult to keep current with technology, flexing to meet demand, and recovering costs for the internal systems and storage related to litigation support services (e-Discovery).

What could this look like at your firm?

Let’s explore it.

Mattern Leads Strategic Outsourcing for AmLaw 25 Firm, Lowering Costs and Enhancing Services

Mattern Leads Strategic Outsourcing for AmLaw 25 Firm, Lowering Costs and Enhancing Services

Future-Ready Legal Operations: How Mattern Helped a Leading Law Firm Optimize Outsourcing, Technology, and Governance

MatternPILOT in Action: Total Savings of 34% and Better Yet, Proper Contract Management

Mattern Assists Law Firm in Unraveling Decades of Paper Records and Rebuilding Information Governance Strategy

AmLaw 200 Firm Streamlines Procurement and Saves 43% on Office Supplies

Prominent IP Law Firm Achieves Win-Win & 10 Year Contract with Open Off-Site Records RFP

National Firm Gains 33% Reduction in Permanent Withdrawal Fees and 22% Monthly Savings on Outsourcing Contracts in Dual RFPs

Mattern & Associates Spearheads Vendor Consolidation, Achieves 23% Monthly Savings in Support Services for Best Best & Krieger

Mattern’s Phase III Contract Compliance Program Achieves Maximum Value for Best Best & Krieger’s Office Supplies Contracts

AmLaw 200 Firm Shifts to Work-Cell Environment, Captures 24% in Cost Savings while Substantially Improving Operational Efficiency

Chicago-based Firm Improves Workflow and Achieves 33% Annual Savings

Am Law 200 Firm Gains Competitive Advantage and Charge Back Model to Recoup Costs for eDiscovery Managed Services

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