Elevates client experience through virtual administrative support Results 25% cost saving representing approximately $1m per year 18% reduction in headcount from 50 in-scope positions Streamlined leadership to drive consistency and change Story An AmLaw 50 legal firm needed to transform operations to adapt to an emerging paperless environment in order to streamline document management and improve the client experience. The firm wanted to create a consistent and elevated client experience by updating front-of-house services. Challenges Reception, hospitality, facilities and records were being managed across multiple administrative teams within the firm, without standardized practices in place. Disconnected management structures made it difficult to recognize synergies and streamline functions to save costs and drive efficiencies. In addition, the firm was implementing a company-wide paperless service and needed to restructure internal teams to effectively support a new digital environment. Solution We began by establishing a centralized switchboard function, onshore at our Wheeling, West Virginia, location. The switchboard took over response management for all external incoming calls across US reception desks, thereby freeing up the on-site reception teams to focus on guests’ experience. We built a team of 30+ staff members made up of client employees, new hires and our own experts. The skill set of the team allowed for a division of responsibilities to best fit resources which improved quality and efficiency in all areas. The team also became responsible for designing a national guest experience program and training internal employees. We partnered closely with the firm’s records management leadership team to transition key records and personnel and hire new talent to best support paperless solutions. Williams Lea has been the firm’s trusted service partner for more than a decade.