I remain impartial about who is the best supplier for any client. We work with clients to assess that on a case by case basis. However, I do like to support any supplier that helps educate the market. Today’s recognition award goes to Pangea3 for getting their case studies out online.
One of the current issues the legal outsourcing market faces is many firms are using LPO but few are talking about it. General Counsel, on the other hand, seem more willing to be open and frank about their direct use of Legal Process Outsourcing. That in itself should worry the law firms, but that is another story.
In conversations with the Suppliers (we are talking with suppliers every week), one of the concerns they state is that any customer who puts their name on a case study is then bombarded with calls from other LPO suppliers. So the Supplier is reluctant to put their client through that pain, let alone risk losing them. But even anonymous case studies help, so I’d encourage all suppliers to publish one a week.
Here’s why they are essential to the growth of the industry and the efficiency of the Legal profession:
- Safety In Numbers – most firms still feel like they are pioneering when they first use LPO. They need to be reassured that this is not a risky approach, it is just common sense.
- Give Buyers Ideas – “legal process outsourcing” is a very broad definition that captures 10+ areas of legal activity. Potential buyers need to be shown what can be delivered in each area in order to increase the chance of finding a service that fits with their needs
- Show Numbers – Buyers we work with are always surprised at the numbers involved, whether the scale of the savings, the metrics that support the service quality, the improved turnaround times, or the sheer volumes that can be handled. The more that a case study shows these, the more the market will sit up and pay attention.
- Get Clients Talking – Nothing I have ever seen educates potential clients more than letting them talk to your customers. I would encourage “live case study” events – online or on the phone – with an invite-only list. Get your client to set them up, tell all invitees that you are NOT on the call (and stick to it), and just let your client answer their questions, honestly and openly.
The art of the case study is not hard to master, but at least practice it regularly. Take whatever steps you need to create anonymity or confidentially, but get the Buyer stories out there, and concentrate on the law firm stories – they are the ones who need the most help.
And here, as promised, is Pangea3′s most recent Case Study:
Allen and Overy, Shepherd and Wedderburn, Arps, Baker and McKenzie, Biggart Baillie, Bruckhaus Deringer, Cleary Gottlieb Steen and Hamilton, Clifford Chance, Dickson Minto, DLA Piper, Dundas and Wilson, Freshfields, Gibson Dunn, Greenberg Traurig, Jones Day, K L Gates, Kirkland and Ellis, Latham and Watkins, law firms, Legal BPO, Legal Outsourcing, legal outsourcing companies, legal outsourcing firms, Legal Process Outsourcing, Legal process outsourcing uk, legal processing outsourcing, Lewis and Bockius, Linklaters, LPO, Maclay Murray and Spens, Mayer Brown, McGrigors, Meagher and Flom, Morgan, Brodies, outsourcing, outsourcing legal work, Sidley Austin, Skadden, Slate, Sullivan and Cromwell, Weil Gotshal, White and Case