LARGE LITIGATION LAW FIRM
In the Fall of 2015 a large Litigation Law Firm approached us to see if we could assist them with three significant problems they had been unable to solve.
Like most organizations, turnover was a problem in all areas from New Client Intake to Case Development to Quality Control. For every five people hired, only 1.5 remained after six months. As a result, the firm was continually recruiting, training and re-hiring staff members. This put a heavy load on their recruiting and training managers, was very expensive and stalled the growth of their business.
Secondly, the firm wished to reduce administrative and general support costs overall. The firm’s staff was three times as expensive as our team.
Thirdly, poor accuracy and adherence to firm standards was driving up costs since errors had to be caught by more costly senior staff to preclude problems as these cases were finalized and filed.
The OverDrive Solution
In the Fall of 2015, we provided a handful of our Support Specialists so the firm could assess the effectiveness and accuracy of our people in the more problematical areas like client intake and qualification. The performance of our team was so much better that by September 2016 we were hired to assist in almost every administrative and legal support area from Intake, New Client Qualification and Enrollment, Research, Data Collection and Confirmation, Case Development, Customer Service, Data Management, Case Submission and Quality Assurance.
By January 2018 with over 35 Specialists already serving the firm, we were asked to increase the number of intake personnel to help accelerate their growth. We also assumed several back-office functions including collections.
Due to the use of our Support Specialist, this firm grew their business, reduced labor and administrative expenses by 60%, virtually eliminated turnover (<5%), improved accuracy and substantially increase profitability. After three years, this very happy client continues to grow our team serving and look for additional ways they can use OverDrive.