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2009 Top Legal Process Outsourcing (LPO) Vendors, Black Book Survey Results

Date: July 1, 2009
Pages: 61
Price:
US$ 2,500.00
Publisher: The Black Book of Outsourcing
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)
ID: 2342A36676BEN
Leaflet:

Download PDF Leaflet

2009 Top Legal Process Outsourcing (LPO) Vendors, Black Book Survey Results
In 2009, the Black Book LPO Industry user survey investigates over 300 contracts held by 1,200 of the top spending law firms, investment banks, capital markets and conglomerate corporations globally.

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

#1 Legal Research & Analytics
Integreon

#1 Litigation Support
Mindcrest

#1 Electronic Discovery & Forensics
Integreon


#1 Contract Review, Drafting & Management
Mindcrest

#1 Intellectual Property, Patent & Trademarks
CPA Global

#1 Corporate Governance, Compliance, Due Diligence and Risk Services
Pangea3

2009
Legal Support Services Outsourcing

TOP HONORS OVERALL
Clutch Group

#1 Legal Staffing Services
Clutch Group

#1 Financial & Billing Support
Integreon

#1 Transcription, Translations & Clerical
Infocache

#1 Creative Services, Collateral, Exhibits Prep
R R Donnelley
INTRODUCTION

SUMMARY

METHODOLOGY

TOP LPO VENDORS 2009

STOP LIGHT SCORING KEY

OVERVIEW OF KPI LEADERS

RAW SCORES AND MEANS

INDIVIDUAL KEY PERFORMANCE INDICATOR DETAIL

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