Major U.S. Law Firm Streamlines File Management and Cuts Costs with Nintex

The customer in this case study is a major U.S. law firm with offices throughout the country. The firm has long taken a technology-driven approach to scaling up its growth, controlling costs, and delivering high levels of client care. In 2019, it turned its attention to the costs and liabilities of file storage. The firm had adopted a new client records retention policy, allowing for the destruction of client records 10 years after a case is completed, pending client notification. However, the firm faced a significant challenge in implementing this policy due to the sheer volume of files and the need for efficient and accurate client notification.

A major U.S. law firm faced a significant challenge in managing its vast inventory of client files. The firm had identified over 100,000 boxes of client files that could potentially be returned or destroyed, but lacked a practical process to do so. The firm's off-site records storage had grown exponentially, leading to escalating costs and liabilities. The firm also recognized the considerable risk to both the client and the firm when client records are retained beyond the legal and statutory requirements. The firm had adopted a new client records retention policy in 2018, allowing for the destruction of client records 10 years after a case is completed, pending client notification. However, implementing this policy was a daunting task due to the sheer volume of files and the need for efficient and accurate client notification.

The firm turned to Nintex to create a Legacy File process that automates and streamlines the process of identifying qualifying files, notifying clients, and tracking the process. Nintex Workflow was used to pull client and matter data from separate databases into SharePoint, which the firm was already using and which enabled records managers to track the process. Nintex Workflow also cleaned up addresses, removing blank lines, updating addresses, and cross-referencing parent-client names where appropriate. The firm used a Nintex Form to show the records managers the client data, related matters, and additional tracking fields. They reviewed the data and initiated a workflow that used Nintex DocGen® to create customized client letters with an addressed envelope, table of matters eligible for destruction, and response form. The workflow also populated relevant data to a client-letter library.

• The implementation of the Nintex-based solution has resulted in significant operational improvements for the law firm. The firm now has an efficient and scalable legacy file process and has begun implementing it across all offices at an estimated 75% reduction in labor and cost over the previous options. The process is not only more efficient but also more accurate, reducing the risk of errors in client notification and file management. The firm is also better able to manage its client records in compliance with its records retention policy, reducing the risk of retaining records beyond the legal and statutory requirements. While it will take several years before savings are realized, the firm expects the cost to store records in off-site warehouses to naturally be reduced over time.

• Reduces file inventory by 40%
• Reduces offsite file costs by 75%, saving $6 million
• Reduces client exposure to discovery motions