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7 Deadly Sins of Legal Service Providers: Part 2

Deadly Sins of Legal Service Providers

Last week we shared with you the first 3 Deadly Sins of Legal Service Providers. Well, we’re back at it now with part 2! Here are two more “sins” of eDiscovery service providers.

Sin #4: Not reevaluating their own processes often enough

A man once said “I’m starting with the man in the mirror. I’m asking him to change his ways.”

eDiscovery is an ever-changing industry, and it’s easy to get so caught up in client needs that providers never turn their focus inward. However, it’s precisely because of that fast pace and constantly shifting nature of the industry that self-reflection and improvement is important. A workflow that made sense six months ago might not make sense now.  Maybe there’s new software improvements that could streamline processes you’re currently using multiple solutions for.

A good service provider has to be vigilant about their own processes as well as all the work they do for clients. At the end of the day, an eDiscovery vendor that isn’t taking care of itself will struggle to take care of you. Let me repeat that.

An eDiscovery vendor that isn’t taking care of itself will struggle to take care of you.

You probably wouldn’t hire a personal trainer that doesn’t take time for their own workouts. This is no different.

Another great perk to hiring eDiscovery providers who are routinely reevaluating their own processes and implementing their own improvements is that that they can apply that experience to their work for clients.

If a service provider has recently evaluated different technology and implemented it internally, they’re in a great spot to answer your questions about the pros and cons of those solutions. They know what curveballs you should anticipate through implementation. They can help you train your team on new platforms. Their first hand experience translates into valuable knowledge that benefits their clients.

At Contact, we recently decided to merge two departments into one. It’s not that it was bad or wrong to do things the way we were before, we just realized that advancements in technology allowed us to train employees in things they couldn’t do before. Sure, we still would’ve been a functional eDiscovery vendor if we had stuck to our status quo. However, training more employees in more disciplines and making it easier for them to communicate with each other will make us an even more well-oiled machine.

On that note….

Sin #5: Not cross-training your employees

A lot of eDiscovery marketers (myself included) love to talk about their “specialized expertise.” And why not? eDiscovery is a discipline all to itself, apart from the discipline of lawyers. More than that, eDiscovery is the intersection of several very different disciplines, notably technology, law, and business. For that reason, no one can truly be a “specialist” in every last part of the process.

People who make great data engineers are not necessarily well suited for managing document review, and vice versa. People who understand the litigation process inside and out may be completely clueless when it comes to implementing new information governance practices that are compliant and secure. Discovery takes a village.

Sometimes eDiscovery service providers are so dead set on hiring ”specialists” that they lose sight of this bigger picture. They have a lot of people who are great at one specific thing, but lack the knowledge to effectively communicate with their teammates and clients.  

At Contact, we’ve found the key lies somewhere in the middle: hire specialists, but also make sure team members have a firm grasp on each other’s specialties. Our team is able to understand our clients’ larger strategy and how their specialty fits into it. This allows for more collaboration between people of different backgrounds, which often leads to better-fitting solutions for clients’ challenges.

Service providers who use this philosophy are also usually able to deal with the regular (or not-so-regular) curveballs of business with fewer disruptions to service. In March 2020, when nearly every company on the planet had to completely rethink how they do business, we were able to shift to our new COVID-world model with zero disruptions to clients’ cases. That’s partially because so many of our team members understood work outside their specialty.


Curious to know what the final two sins of eDiscovery service providers? Follow us on social media for updates!

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