International Law Firm Innovates with an Enhanced Workplace Experience
Engaging With The Right Partner
A leading international law firm launched an initiative to meet two key challenges. One was connected with the planned relocation of the firm’s corporate headquarters to a new site. The goal was to engage a managed services provider to help the firm reduce a significant amount of paper documents accumulated over decades of being in the same location; paper that the firm didn’t want to bring to the new site.
The firm’s other challenge, also related to the move, was to consolidate its office services program from two managed services providers to one. The firm wanted one partner that had the expertise to oversee its mail, print/copy, office services and records management operations as well as enhance the end user experience through a customized services program.
Canon's Image and Scanning Services
Canon's program for the company comprises assigning specific individuals to each practice floor and coordinating daily services such as copying, scanning, mailing and special projects. Additional responsibilities include ensuring that all the multi-functional devices and floor service centers are fully stocked and operational on a daily basis. A critical component of success for the initiative is having a dedicated ambassador/manager in place.
This program covers all practice group floors at the firm’s headquarters office. Partnering with Canon has helped the firm achieve its goals for the document scanning project and enhance the end-user and workplace experience of the firm’s legal and non-legal personnel.
The firm developed a strategy for the onsite delivery of critical services. Canon showed that it could deliver on this initiative based on experienced onsite and offsite personnel and a detailed project plan. As a result, the firm engaged Canon for the document imaging. While the firm was considering proposals for office services, Canon was building credibility based on how its onsite team was managing the office move/scanning project. Canon’s team worked closely and efficiently with the firm’s administrative personnel and business stakeholder; effectively managed logistics; successfully coordinated Canon’s offsite support capabilities and consistently maintained smooth, streamlined workflows. This proven credibility, plus the ability to meet the firm’s objectives, contributed to the firm awarding Canon the office services contract for all of the firm’s locations.
Results from Canon’s imaging project include scanning millions of pages, accurately entering the data into the law firm’s records management system and coordinating with the firm on document disposal. Canon helped the firm solve a challenge with scanning highly confidential files by setting up a scanning workflow that processed the sensitive files in a secure area under very strict guidelines. The imaging project was completed on time and coincided with the firm’s move into its new space. Canon had both a records team and a dedicated move project team that worked onsite in secure rooms at the firm to complete the move project. Canon’s staff worked closely with the firm’s personnel to go through paper documents, eliminate redundancies and provide reassurance that all necessary documents would be scanned as promised.
Canon now manages and provides personnel for the firm’s mail, print/copy, office services, supply management and records management programs as well as the floor ambassador program. There are two floor ambassadors per each legal practice group floor. These ambassadors work with members of each practice group (partners, associates, administrative staff, etc.), with the goal of anticipating and meeting their key needs. Floor ambassadors are cross-trained to be able to support multiple practice groups, which improves coverage. Floor ambassadors have daily runs on each floor to anticipate and address any specific needs as well as help set up traveling attorneys to maximize their experience at the site. Canon enhanced the program by proposing that a dedicated floor ambassador/manager be assigned to supervise the program. This was approved by the firm and implemented with significantly positive results.
Key Business Benefits
As a result of the quality of Canon’s personnel, including their focus on client service and expertise in elevating office services delivery, the firm has been able to achieve its objective of enhancing the end-user experience. Canon has also introduced a performance management approach that helped the firm better manage office services through metrics and track key performance indicators. The system allows Canon to track performance trends and more efficiently deploy resources to better manage the firm’s daily workflow needs. An example is rotating the floor ambassadors to different practice groups that are experiencing heavier activity. The metrics also better enable the firm to evaluate Canon’s performance.
Another key advantage has been the creation of clear standards for implementing, managing and continually improving the firm’s office services. Canon created a national communications structure to share key information and best practices across the firm and developed standard operating procedures for each site.
The firm is committed to always striving to deliver the highest service experiences for both its clients and its legal and non-legal personnel. Canon has demonstrated that it has the same vision in its work for the firm.