Nashville-based Firm Improves Outsourcing Workflow Efficiencies, Service and Equipment Capabilities:

Opportunity: This 225 attorney, Nashville-based firm was looking to improve outsourcing workflow efficiencies, service level and increase equipment capabilities. The firm had been with its current outsourcing and equipment provider for over a decade and felt that the level of off-site management interaction and proactive presentation of strategic initiatives were minimal.

With the contract expiring, the incumbent vendor offered the firm a renewal proposal reducing the firm’s current costs by 21.5%; however, the firm had renewed with the incumbent vendor as a result of the previous expiration, and leadership was now interested in investigating the market to:

1. Learn what other vendors were providing in the outsourcing marketplace that could improve the quality of their services as well as increase capabilities offered.

2. Understand whether the firm was staffed appropriately and paying market-based pricing.

3. Determine available options if the firm changed providers, and whether the firm would be able to maintain a significant number of outsourced staff members.

Solution: The firm engaged Mattern & Associates to complete a comprehensive on-site assessment, create and manage a Request for Proposal (RFP) that would incorporate Mattern’s best practice recommendations, and negotiate a competitive, flexible, and firm-friendly contract.

Results: After reviewing the options provided by Mattern & Associates, the firm elected to change service providers for their outsourced services and equipment. The new agreement included:

1. Significantly improved terms and conditions – including those that require on-going communications with off-site management by the selected service provider

2. Workflow efficiencies and improved capabilities/service levels – resulting in a 37% reduction in staffing

3. Retention of all outsourced staff (via the new provider) except the new Site Manager

4. A new fleet of multi-function devices (MFDs) with increased color capabilities (to drive more color from printers to MFDs)

5. Equipment flexibility which provides the firm the ability to manage the fleet – right-size and eliminate equipment at will

6. Right-sized mail equipment

7. Penalty-based service level agreements

8. Elimination of non-solicitation and severance clauses

Overall, these new terms and conditions helped the firm achieve a cumulative savings of 51%.

Client Takeaway: “Firm realized promised cost savings.”

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