Our client, a top ten global firm, faced internal pressure to reduce its
document processing costs across all U.S. offices. The firm had grown
rapidly through a series of mergers and acquisitions and faced several
Operating inefficiencies, including duplication of efforts, in
management of multiple internal document centers
Internal resources had grown too expensive, relying heavily on
overtime and temp staff, and the client had no way to track their
Lack of resources to meet peak demand situations on a 24/7/365 basis
The client desired to maximize their internal team’s time, improve
overall efficiency of its word processing and transcription operation and
utilize their secretarial staff for higher value tasks.
The relationship started with Integreon providing overflow support, but
quickly grew to include workflow coordination and, over time, the client
transferred the entire program to Integreon. They expanded the
relationship due to our superior customer service, timeliness, quality
and flexibility, as well as our ability to reduce the client’s document
processing spend. Integreon worked with the client to establish a virtual
production center (VPC) in our Fargo, North Dakota, delivery center.
All document processing requests are sent to the VPC and routed by
Integreon’s Workflow Coordinators to onsite document processors or
the Integreon team, based on the availability and skill sets of various
resources. Our proprietary workflow tool tracks workflow processes,
deadlines, project time and quality and efficiency metrics.
After consolidating the word processing centers, Integreon offered all
remaining onsite staff employment at Integreon, resulting in a 24 FTE
program, with 23 additional staff dedicated to the program on an asneeded
Integreon has been a trusted partner to the client for the past 13 years
and continues to be the sole document processing provider to the firm,
primarily providing document processing, transcription and
By consolidating their document centers into a VPC, the firm
was able to eliminate overtime and temp costs while receiving
Over the years, Integreon has worked with the client to better define
the roles of their secretaries and document centers, to help improve
their attorney-to-secretary ratios. Integreon recently helped the firm
move from a 4:1 ratio to 5:1, and is working to achieve a 6:1 ratio firmwide.
By refocusing the client’s secretarial staff, they are now able to
focus on higher-value, client-relationship tasks.
Our streamlined workflow processes increased the utilization of the
client’s onsite operators before they were absorbed into Integreon. In
all, the firm has achieved an estimated $6 million in annual cost savings
by consolidating document processing.
Additionally, we recently implemented an auditing process that
improved quality scores by 16%, surpassing the targets set in our service
level agreement (SLA). Consistently exceeding our SLA targets for
customer feedback helps ensure we maintain the high level of
performance that has helped the program grow from the start.