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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

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.

This PilotLegis member firm engaged Mattern to address two interconnected risks: a growing off-site records footprint and the absence of a firmwide information governance framework. By pairing a historical records cleanup with practical IG policy development, the firm took a disciplined approach to reducing legacy paper risk while establishing clear, defensible practices for the future. The result was a coordinated strategy that delivered immediate cost and risk reduction while setting the foundation for long-term governance maturity.

A PilotLegis Member Firm Streamlines Off-Site Records and Establishes Firmwide Information Governance

This PilotLegis member firm engaged Mattern to address two interconnected risks: a growing off-site records footprint and the absence of a firmwide information governance framework. By pairing a historical records cleanup with practical IG policy development, the firm took a disciplined approach to reducing legacy paper risk while establishing clear, defensible practices for the future. The result was a coordinated strategy that delivered immediate cost and risk reduction while setting the foundation for long-term governance maturity.

There is a way out. Typically, Mattern works with law firms but when a former client called from their new role at a nonprofit and asked for help with a long-troubled off-site records program, Mattern didn’t hesitate. The nonprofit organization had tried for years to improve the situation without success. Mattern stepped in to deliver clarity, competition, and control.

Mattern Revamps Nonprofit’s Off-Site Records Program, Cutting Storage Costs by 82%

There is a way out.

Typically, Mattern works with law firms but when a former client called from their new role at a nonprofit and asked for help with a long-troubled off-site records program, Mattern didn’t hesitate. The nonprofit organization had tried for years to improve the situation without success. Mattern stepped in to deliver clarity, competition, and control.

A national law firm preparing for a major office relocation needed a structured, defensible way to reduce its physical records footprint without disrupting attorney workflows. Mattern designed and managed a comprehensive scanning initiative that aligned with the Firm’s information governance objectives and ensured all work was completed before the move. The result was a streamlined transition that strengthened long-term records management practices.

Strategic Scanning Initiative Enables Seamless Office Move for National Law Firm

A national law firm preparing for a major office relocation needed a structured, defensible way to reduce its physical records footprint without disrupting attorney workflows. Mattern designed and managed a comprehensive scanning initiative that aligned with the Firm’s information governance objectives and ensured all work was completed before the move. The result was a streamlined transition that strengthened long-term records management practices.

To stay ahead of shifting demands, this California-based NLJ 500 firm needed to align its outsourcing, equipment, and information governance practices with a hybrid work environment. Mattern helped the firm optimize operations, strengthen policy, and secure long-term stability across 12 offices—all while recovering the full cost of the engagement.

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

To stay ahead of shifting demands, this California-based NLJ 500 firm needed to align its outsourcing, equipment, and information governance practices with a hybrid work environment. Mattern helped the firm optimize operations, strengthen policy, and secure long-term stability across 12 offices—all while recovering the full cost of the engagement.

A prominent Boston-based law firm undergoing an administration transition identified a pressing need: many of its vendor contracts supporting office and administrative services had not been reviewed in years. The new administration recognized that they lacked both the in-house expertise and bandwidth to evaluate and renegotiate these agreements effectively.

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

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

Like so many firms, the Firm had boxes of paper records that hadn’t been touched in years. The attorneys responsible had retired or moved on, and the boxes of records lay idle.

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

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

The procurement of office supplies is back to pre-pandemic levels and firms are once again looking to optimize their spend. After years of decline due to hybrid work and the shift to digital output, the overall dollar spend is back, or in some cases, exceeding pre-pandemic levels.

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

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

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

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

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

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

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