Case Study

Solving Operational Challenges for a Leading Law Firm

Reducing costs, improving stability, and ensuring SLA compliance.

Key Challenges

A prominent Attorney Firm faced critical operational challenges that hampered business performance and client relationships. High onshore attrition and costs disrupted process continuity, inflating recruitment and training expenses. Stringent Service Level Agreements (SLAs), tight timelines, and quality inconsistencies led to higher document rejection rates, eroding client trust and damaging credibility. These issues necessitated a strategic partner to stabilize operations, reduce costs, and ensure flawless SLA compliance to safeguard the firm's reputation and business outcomes.

Objective Summary

Establishing a strategic partnership with attorney firms by developing specialized, process-driven teams and utilizing offshore capabilities to mitigate attrition, optimize costs, and enhance operational efficiency. This approach ensures seamless SLA compliance, process continuity, and improved client satisfaction.

Business Impact

45%–50% reduction in onshore resource costs

98% quality score

Reduced document rejection rates to <2%

Ensured 100% SLA compliance

The Solution

Enhancing legal operations with expert talent, offshore scalability, and real-time SLA tracking

Moder conducted a thorough assessment of the firm’s operational needs to identify and onboard candidates with process-specific expertise. This approach minimized training efforts, expedited ramp-up timelines, and enabled rapid resource deployment.

To drive cost efficiency, Moder leveraged its offshore capabilities to scale operations while maintaining stringent quality standards. A structured training framework ensured knowledge retention, reducing the impact of attrition and facilitating smooth transitions.

Real-time SLA monitoring through comprehensive dashboards enhanced accountability and process transparency, consistently surpassing client expectations. By deploying pre-trained, experienced professionals, Moder accelerated onboarding, streamlined workflows, and reinforced service continuity.