Customer Profile
Womble Carlyle Sandridge & Rice, established in Winston Salem, N.C., is one of the largest business law firms in the mid-Atlantic and Southeast regions of the United States. It has 14 offices across the country and employs 550 lawyers.
Business Challenges
The firm’s 14 offices were using three document storage vendors, including National Records Centers (NRC). There was a lack of standardization. Pricing, invoicing and scheduled services varied by location. It also was time consuming to determine which vendor to call when issues arose. The firm wanted to streamline the process with one service provider, one contract and one pricing structure. The firm asked the vendors to submit their best proposals.
NRC Solution
NRC was chosen as the firm’s sole document storage provider in 2009. Though pricing was an integral part of the decision—NRC’s was the best—it was not the only determining factor. NRC’s consistent high level of customer service also contributed to the decision. The NRC team is friendlier, more helpful and communicative, and often goes the extra mile for the firm.
The firm relies on NRC for document retrievals multiple times a day, scheduled pick-up services, as well as rush services, which requires a two-hour turnaround time. Rush services typically occur up to three times a month. NRC has never missed a deadline.
To properly handle the firm’s confidential and sensitive materials, NRC follows stringent security and performance standards, such as implementing and maintaining security and protection systems, controlling construction, facility access, fire protection and IT systems. Every NRC office is audited regularly by a third-party to ensure compliance.
Results
By partnering with one trusted document storage vendor, the firm now has uniformity and efficiency across its offices, as well as consistency in pricing and service schedules. Billing processes and budget forecasting also have improved.
Future Plans
As the firm grows, it plans to use NRC for its future offices. In addition, the firm may expand shredding services for some of its offices.
Customer quotes:
“I highly recommend NRC. Secure and confidential document storage, as well as chain-of-custody processes, are important to our clients. When these questions come up, I can always point them to NRC’s stringent standards,” said Brent Meadows, Director of Records Services at Womble Carlyle Sandridge & Rice.
“With the bigger document storage companies, customer service isn’t as good. You can get lost in their ‘bigness’. I’ve had bad experiences with some of them. With NRC, we get the necessary standardization with the customer service of a smaller vendor. They follow through on what they say they’re going to do, and always meeting our deadlines is extremely helpful,“ said Brent Meadows, Director of Records Services at Womble Carlyle Sandridge & Rice.
In Brief
Customer Facts
- Established in 1876
- Full-service business law firm
- 14 offices across the country
- 550 lawyers
Results
- NRC has been the sole document storage vendor for the firm’s 14 offices since 2009
- Partnering with one vendor allows the firm to achieve standardization
- NRC delivers a high level of customer service and has never missed a deadline for the firm