In 2009, the Black Book LPO Industry user survey investigates over 300 contracts held by 1,200 of the top spending law firms, investment banks, capital markets and conglomerate corporations globally.

18 Key Performance Indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.

Key Findings

MOST IMPORTANT CUSTOMER SATISFACTION KPIs

Client Relationship & Cultural Fit and Trust are the most important attributes influencing LPO client satisfaction with their 2009 outsourcing providers.

VENDOR DISSATISFACTION IS UNCOMMON IN THE LEGAL PROCESS OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS

Strong dissatisfaction is uncommon in the LPO sector, occurring in less than 7.7% of US Law Firm client types, 11.3% of UK Law Firms and 13.5% of International Law Firms. US and Global corporations collectively experience only a 6.8% dissatisfaction rate.
COMPREHENSIVE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END LPO VENDOR PRODUCES THE HIGHEST SATISFACTION RATES

LPOs which offer both Core Legal and Legal Support Services tended to score higher than those firms focusing on segments of service performance in 2009.

2009
Core Legal
Process
Outsourcing

TOP HONORS OVERALL
Mindcrest
www.mindcrest.com

#1 Legal Research & Analytics
Integreon
www.integreon.com

#1 Litigation Support
Mindcrest
www.mindcrest.com

#1 Electronic Discovery & Forensics
Integreon
www.integreon.com


#1 Contract Review, Drafting & Management
Mindcrest
www.mindcrest.com

#1 Intellectual Property, Patent & Trademarks
CPA Global
www.cpaglobal.com

#1 Corporate Governance, Compliance, Due Diligence and Risk Services
Pangea3
www.pangea3.com

2009
Legal Support Services Outsourcing

TOP HONORS OVERALL
Clutch Group
www.clutchgroup.com

#1 Legal Staffing Services
Clutch Group
www.clutchgroup.com

#1 Financial & Billing Support
Integreon
www.integreon.com

#1 Transcription, Translations & Clerical
Infocache
www.infocachecorp.com

#1 Creative Services, Collateral, Exhibits Prep
R R Donnelley
www.outsourcing.rrd.com
 

Introduction 2

Summary 5

Methodology 5

Top LPO Vendors 2009 6

Stop Light Scoring Key 13

Overview of KPI Leaders 16

Raw Scores and Means 19

Individual Key Performance Indicator Detail 20

Industry: Sourcing: Corporate Service

Companies Mentioned
Clutch Group, Integreon, CPA Global, Mindcrest, Law-Scribe, QuisLex,SDD Global, Cobra Legal Solutions, Bodhi Global, Evalueserve, NewGalexy Partners, Pangea3, RR Donelley Office Tiger, United Lex, Infosys LPO, Lumen Legal, Infocache, American Discovery, Tusker Group, Talwar & Talwar, Clairvolex, Aphelion Legal Solutions, LawDocsXpress, Lex Outsourcing, Acumen Legal Services, Exactus, Thurium, Lawwave, Manthan Legal, Inventurus, Lex Harbor, Socrates CMS, Cenza Technologies, Intercom India, Oxirient, Quattro BPO, Intrust Global eServices
"Legal, process, outsourcing, Research, Discovery, Litigation, Legal, Analytics, Due, Diligence, Contract, Document, Review, Paralegal, Support, Transcription, Document, Management, Services, Intellectual, Property, Rights, patent, search, application drafting, trademark, copyright registration,

Keywords

 legal, research, document, analysis, contracting, administration, paralegal, service, transcription, law, corporate, outsource, staffing, financial, multi-shoring, offshore, onshore, onsite, near-shoring, hub and spoke, Poland, Czech Republic, Canada, Brazil, India, Philippines, South Africa, UK, EU, US, United States, Business Process Outsourcing, BPO, LPO