PENNINGTONS MANCHES COOPER
Penningtons Manches Cooper entered into a strategic partnership with Intelligent Office in 2015 making us responsible for the delivery of PA, document production and other administrative support services firmwide. We have supported the firm through unprecedented growth whilst developing a services infrastructure that is more modern, consistent and better equipped to support the firm in the new hybrid working world.
Intelligent Office (IO) has transformed the secretarial and administrative functions at Capsticks through digitising workflow, enabling the firm to benefit from an offsite/onsite delivery model and re-engineered support teams.
Keen to maximise the value of its central London location, BDB Pitmans decided to migrate its document production work to Intelligent Office’s secure shared services centres (ISC).
In 2021, following a period of agile working forced by the pandemic, the Freeths Oxford office sought to downsize and trial a new breed of office environment, tailored for hybrid working. The Intelligent Office team was tasked with supporting the transition to a new building, ensuring no disruption to service, before the lease expired in December 2021.
With state-of-the-art technology being implemented at the flagship office, the IO team took a deep dive into the practices and procedures of each service area and identified several opportunities for evolution and ways to introduce efficiencies.
Having previously implemented digital incoming mailroom processes for our client, in 2021 Intelligent Office supported a project to further increase the efficiency of the outgoing mail process with the implementation of an automated printing software.
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In 2021, we completed a number of projects for our client that will save them c£1.5million over the next five years: moving the document production team to a home working model; consolidating all offsite records under one supplier; and securing new technology for the mailroom and reprographics service.
“We outsourced our reprographics, mail, archives, facilities, legal administration and document production services to Intelligent Office (IO) in the summer of 2020. Other than our catering, we hadn’t outsourced before and it wasn’t a decision we took lightly, especially in the midst of a pandemic, however we felt the expertise that IO could bring in the management and development of our support services in the new hybrid working world outweighed what we could deliver internally. They also have broad experience in major change projects such as our relocation from three offices into one; IO was key in enabling this transition as well as ensuring there was no disruption to our support services whilst we relocated.
Every challenge we have set them, they have delivered; the wider IO infrastructure has provided us with subject matter experts, when required, and we genuinely enjoy working with them. They are a twice accredited Platinum Investors in People business and it is easy to see why.”
DARREN JESSE, CHIEF FINANCE AND OPERATIONS OFFICER | KINGSLEY NAPLEY
“Intelligent Office has always provided us with an exceptional and reliable service ranging from document production to legal administration. Right from the very beginning, they have been instrumental in delivering cost effective and high-quality secretarial support to our firm and we are fully supported by a dedicated, highly skilled, and responsive team who take a lot of pride in their work. The partnership we continue to receive from IO has meant that we no longer require as much in-house secretarial support which has been beneficial to the business in response to the pandemic and to our future business strategy.”
DAVID J MCKINNEY, PARTNER | JACKSON BOYD
"Stephenson Harwood has been supported by IO’s ISC for over five years. Our dedicated team at the ISC completes a significant proportion of our firm’s document production work for fee earners based in the UK and internationally. Not only are the team that supports us highly productive, turning jobs around quickly and on time, but they care about the work they produce for us and they have great relationships with our fee earners. I wouldn’t hesitate to recommend the ISC solution to any law firm.”
TRACEY JONES, SECRETARIAL MANAGER | STEPHENSON HARWOOD
“2020 has been a tough year but the Intelligent Office team have continued to support The SRA both on and offsite, with good humour and effort! The team that supports us is a credit to Intelligent Office and I know how warmly regarded they are across our business. Thank you again.”
TOM BOOTON, HEAD OF CORPORATE REAL ESTATE | SRA
“The difference in the team has been really noticeable; the support they’ve had and the services they provide have really improved. The experience has been really, really good for us.”
JACQUELINE PICKERING, BUILDING AND FACILITIES MANAGER | SHEARMAN AND STERLING
“We saw outsourcing our administrative and document production functions to Intelligent Office as the best way to maximise value from these services whilst enabling us to focus on our clients. It’s a major decision for any business to take. Would we make the same decision again? Yes.”
NEIL MIDDLETON, COO | CAPSTICKS
“My vision for the support services at Nelsons was efficiency, innovation and quality. I wanted to be able to invest as much in the training, management and guidance of the support staff as we do in our lawyers. Intelligent Office are supporting us in this through their strong ethos of training and developing their employees. This shows in the professionalism of their new recruits and the ways in which the staff that transferred from Nelsons have blossomed under their guidance. The support team are better trained, better managed and really encouraged to take pride in their jobs. This was what we wanted at the outset – a partnership in which we can intensify our focus on developing our lawyers and serving our clients, underpinned by IO’s ideas, innovation and expertise in managing and developing our administrative support.”
TIM HASTINGS, CHAIRMAN | NELSONS SOLICITORS
“IO deliver to a high standard and on time. They are great to work with and provide a really cost effective way for us to manage our legal and finance admin. We have been really happy with the comprehensive quality service provided by IO. Our team has appreciated the support provided by Olivia and her colleagues, including the early migration of data into a new cloud based case management system, liaising with potential clients and then ensuring the successful onboarding of clients, by managing AML and conflict checks.”
BEVERLEY MCBAIN, PRINCIPAL ASSOCIATE | BMA LAW
“The pandemic brought lots of negatives but also some positives. Our relationship with Intelligent Office (IO) helped pivot our operations at speed to enable us to adapt and adopt new working practices. IO's breadth of experience and capability during a period of such intense transformation was a huge benefit. They provided great insight and support in advising and implementing change aligned to how we serviced our offices and supported our colleagues on the ground. This included taking on tasks previously completed by our secretarial and paralegal teams and their focus on defined and effective operating procedures meant there was confidence in the quality of their support. More recently they have been involved in the development of our ‘future ways of working’ strategy - including client journey review, Covid risk assessment procedures, implementing digital ways of working and reviewing our incoming and outgoing mail procedures, all of which are helping us adopt a hybrid way of working and ensure we remain agile to future changes.”
ANTONIA JAMES, DIRECTOR OF CLIENT RELATIONS | VWV
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To find out more about Intelligent Office’s innovative approach to delivering support service excellence, contact Jo Styles, Director of Business Development and Marketing, or complete the form below and a member of our team will get in touch.