“From day one, it has been a wholly collaborative relationship.  We have reduced PA count, delivered measurable cost savings and I’m looking to the future and continuing to deliver those efficiencies, not only in our department but firmwide.”

LINDA STOREY, PARTNER | PENNINGTONS MANCHES COOPER

 

REENGINEERING YOUR SUPPORT

Outsourcing to Intelligent Office helps de-risk operational change for legal and professional services firms. We have developed a series of tools and audits which, coupled with unique insight, enable us to work with clients to define the right support solution for them. For this reason, many firms ask Intelligent Office to consult on the reshaping of their support services and critically we also then have extensive experience of delivering the new structure on behalf of our clients.
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RIGHT TASKS, RIGHT TEAM

Intelligent Office has supported many businesses through major operational change. We have unique expertise at helping to restructure outmoded secretarial and office administrative functions, creating a new structure through which we ensure the right tasks are completed by the most suited and cost effective individuals or teams.

In today’s hybrid world, the opportunity for secretarial and other administrative support functions to be under-utilised or completing tasks that are not suited to their role is far greater than previously. Our proven approach to helping our clients transition to a new structure, professionalising management, centralising workflows and support teams, cross training and use of analytics to drive change mean they immediately benefit from flexible, scalable and high quality support services.

PROCESS REENGINEERING

Ensuring that a firm’s employees, and in particular fee earners, are fully productive wherever they are is more important than ever as law firms embrace hybrid working. As part of an operational restructuring programme, Intelligent Office works with clients to help them streamline processes, reducing unnecessary touchpoints and improving working practices. Our focus on process enables firms to work more efficiently whilst also ensuring there is a defined approach to how we will deliver the agreed services.

We have long supported our clients on their journey from paper-based to digital ways of working and have created tools to help us define how agile a law firm is including a comprehensive agility audit.  As a result of our restructuring expertise we also have significant experience at centralising teams and the workflows that underpin their service delivery.

APPLYING TECHNOLOGY

Intelligent Office uses a range of market leading technologies to underpin service delivery to clients. The various workflow and tracking tools that we use dovetail with a firm’s pre-existing infrastructure so that no changes need to be made by our clients as a result of outsourcing to Intelligent Office. Due to the wide range of legal and professional services firms we support, we can provide guidance to our clients on technologies that will further improve our support delivery, including business case creation and overseeing tender processes where appropriate.

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“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

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“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

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"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

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“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

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“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

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“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

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“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

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“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

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“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

GET IN TOUCH

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.