P2P

winter22

Peer to Peer: ILTA's Quarterly Magazine

Issue link: https://epubs.iltanet.org/i/1489228

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Y ou can likely throw a rock these days and hit a managed service provider (MSP). They're everywhere, in almost every corner of almost every profession. For example, 72% of law departments use outsourced services. In many cases MSPs are filling resource gaps in a humdrum way, doing what they're paid to do – no less, but no more. But sometimes, they stun their customers with extraordinary levels of service that turn tricky projects into success stories. We'd all prefer to hire the second type of MSP. The challenge is determining how to find the great ones from among the thousands that make up the $712 billion global legal services market – the providers that put so much passion and expertise into their work that it becomes a pleasure to have them on board. While this search might seem like a game of chance, it isn't. Here are some guideposts for distinguishing excellent MSPs from the merely average: 1. Skills and beyond Every search for an MSP has a natural starting point where you check references and evaluate the MSP's reputation, references, stability, value proposition, and team members' qualifications. But merely checking off this list doesn't really give you a full picture of how the team will work out for you. In high stakes, fast-moving projects, there's no space for someone who's learning on the job. To be truly productive, team members need more than base qualifications; they must have experience performing specific roles in projects like yours. Otherwise, valuable time and effort will be wasted. Question the MSP team closely about the individuals who will be on your project team, how they envision their roles, and the relevant experience each one brings to the project. At Level Legal, we prefer to bypass this stage by assigning team members based on project-specific role descriptions rather than generic job descriptions. We ask about their experience performing the top five tasks the role requires for the project at hand, and then we match them to the appropriate position. This ensures we assemble a team that's proactive, expert, and alert to all the nuances of the project. They'll have the confidence to make suggestions, ask questions and, if necessary, disagree with you if another course of action is in your best interest. Customers benefit from team members who live and breathe data and are motivated by knowing their hard work means you have less to worry about. 2. A custom fit Every organization is different, and every legal project brings its own unique twists and turns that may require changes to budget, scope, deadline, resource allocation, or a host of other issues. If your MSP proposes an ironclad formula based on past successes, it's unwise to assume that formula will answer all your needs. In your conversations with a potential service provider, certainly you'll need to hear about its experience in matters such as yours. More importantly, you'll want to know how the team will customize and pivot to suit your unique requirements. You can learn even more about the MSP's approach by asking them to describe how they have dealt with challenges or surprises in previous projects. Then probe for details about innovations or above-and-beyond services they were able to perform for other customers. While technology is the most powerful way to address the enormous volumes of complex data legal teams face in litigation and investigations, there are many options out there. Be wary of an MSP that wants to work only with its proprietary platform. You shouldn't be shoe-horned into 13 I L T A N E T . O R G

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