18 Key Performance Indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.
Key Findings
MOST IMPORTANT CUSTOMER SATISFACTION KPIs
Client Relationship & Cultural Fit and Trust are the most important attributes influencing LPO client satisfaction with their 2009 outsourcing providers.
VENDOR DISSATISFACTION IS UNCOMMON IN THE LEGAL PROCESS OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in the LPO sector, occurring in less than 7.7% of US Law Firm client types, 11.3% of UK Law Firms and 13.5% of International Law Firms. US and Global corporations collectively experience only a 6.8% dissatisfaction rate.
COMPREHENSIVE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END LPO VENDOR PRODUCES THE HIGHEST SATISFACTION RATES
LPOs which offer both Core Legal and Legal Support Services tended to score higher than those firms focusing on segments of service performance in 2009.
2009
Core Legal
Process
Outsourcing
TOP HONORS OVERALL
Mindcrest
www.mindcrest.com
#1 Legal Research & Analytics
Integreon
www.integreon.com
#1 Litigation Support
Mindcrest
www.mindcrest.com
#1 Electronic Discovery & Forensics
Integreon
www.integreon.com
#1 Contract Review, Drafting & Management
Mindcrest
www.mindcrest.com
#1 Intellectual Property, Patent & Trademarks
CPA Global
www.cpaglobal.com
#1 Corporate Governance, Compliance, Due Diligence and Risk Services
Pangea3
www.pangea3.com
2009
Legal Support Services Outsourcing
TOP HONORS OVERALL
Clutch Group
www.clutchgroup.com
#1 Legal Staffing Services
Clutch Group
www.clutchgroup.com
#1 Financial & Billing Support
Integreon
www.integreon.com
#1 Transcription, Translations & Clerical
Infocache
www.infocachecorp.com
#1 Creative Services, Collateral, Exhibits Prep
R R Donnelley
www.outsourcing.rrd.com
Table of Contents :
Introduction 2
Summary 5
Methodology 5
Top LPO Vendors 2009 6
Stop Light Scoring Key 13
Overview of KPI Leaders 16
Raw Scores and Means 19
Individual Key Performance Indicator Detail 20
Industry: Sourcing: Corporate Service
Companies Mentioned
Clutch Group, Integreon, CPA Global, Mindcrest, Law-Scribe, QuisLex,SDD Global, Cobra Legal Solutions, Bodhi Global, Evalueserve, NewGalexy Partners, Pangea3, RR Donelley Office Tiger, United Lex, Infosys LPO, Lumen Legal, Infocache, American Discovery, Tusker Group, Talwar & Talwar, Clairvolex, Aphelion Legal Solutions, LawDocsXpress, Lex Outsourcing, Acumen Legal Services, Exactus, Thurium, Lawwave, Manthan Legal, Inventurus, Lex Harbor, Socrates CMS, Cenza Technologies, Intercom India, Oxirient, Quattro BPO, Intrust Global eServices
“Legal, process, outsourcing, Research, Discovery, Litigation, Legal, Analytics, Due, Diligence, Contract, Document, Review, Paralegal, Support, Transcription, Document, Management, Services, Intellectual, Property, Rights, patent, search, application drafting, trademark, copyright registration,
Keywords
legal, research, document, analysis, contracting, administration, paralegal, service, transcription, law, corporate, outsource, staffing, financial, multi-shoring, offshore, onshore, onsite, near-shoring, hub and spoke, Poland, Czech Republic, Canada, Brazil, India, Philippines, South Africa, UK, EU, US, United States, Business Process Outsourcing, BPO, LPO
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