Why Outsourcing Success Starts with the Right Partner

Outsourcing isn’t about handing off tasks. It’s about building a relationship with a partner who understands the firm’s goals and is equipped to protect its interests. Without that alignment, even well-intended arrangements fall short.

Outsourcing Is Not a Set-It-and-Forget-It Strategy

Success doesn’t come from signing a contract and walking away. It comes from managing the relationship and holding the provider accountable.

We’ve helped firms put governance models in place that include:

• Defined service level expectations

• Regular performance reviews

• Escalation paths for issue resolution

In one case, an Am Law 100 firm turned around a struggling engagement simply by formalizing their oversight structure. Within six months, performance stabilized and client complaints dropped by 40%.

Understanding Market Terms Leads to Better Contracts

Most vendors negotiate these agreements daily. Most firms do not. That creates an imbalance.

Critical contract elements that impact cost and flexibility include:

• Rate escalation terms

• Minimum staffing requirements

• Termination clauses

Knowing what’s typical and what’s negotiable makes all the difference.

Protecting the Firm’s Information Outside the Office

When services move off-site, security risks follow. But firms still own the risk.

A strong outsourcing partner should meet your firm’s standards, not just industry averages. That means thorough documentation, robust physical safeguards, and clearly defined breach response plans.

Why Vendor Management Needs to Be Someone’s Job

The vendor has its own priorities. Without active oversight, your firm’s needs will fall down their list.

Assigning someone to manage performance, whether internally or externally, ensures:

• Clear accountability

• Early detection of issues

• Flexibility to adapt as needs change

The Mattern Perspective

Outsourcing can work. But it only works when it’s structured, monitored, and supported by real insight.

We’ve helped hundreds of firms do exactly that. If your outsourcing strategy needs a second look, we’re here to help. Contact info@matternassoc.com.