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
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