- TimeShare Defense Attorneys significantly boosted productivity and increased case completions by over 150%.
- By outsourcing basic tasks to iFIVE’s capable and adaptable team, TimeShare cut costs and allowed their in-house staff to focus on complex legal work.
- The collaboration also enhanced operational efficiency and turnaround times, earning iFIVE a strong recommendation from TimeShare’s leadership.
In the cutthroat legal services market, staying ahead means everything.
To remain competitive, many firms, including TimeShare Defense Attorneys, must keep up with client demands, all while dealing with operational bottlenecks and high costs.
Based in Las Vegas, TimeShare specializes in assessing, documenting, and proposing solutions for timeshare exits. They work closely with clients in navigating timeshare laws and regulations.
However, like many in their field, they faced issues that impact their efficiency and productivity. This affected their ability to meet client demands and maintain a competitive edge in the industry.
Discover how TimeShare tackled these obstacles and reached new levels of efficiency and success in their legal practice.
Struggles with Inefficiencies and an Underperforming Call Center
Like many law firms, TimeShare faced several internal issues. Their team was caught between repetitive administrative duties and addressing client concerns. As a result, they had less time for actual billable, legal work.
Ammon Garcia, the Legal Compliance Officer at TimeShare, expressed his frustration: “A high volume of basic client inquiries consumed our trained staff’s time, which could have been spent on critical tasks.”
Adding to this, their call center struggled to manage a surge of client calls about basic legal procedures. Long wait times and poor call handling caused productivity to stall and client satisfaction to drop.
With skilled staff members spending their valuable time on mundane tasks and the call center underperforming, TimeShare’s competitive edge was negatively impacted. Soon after, the firm realized that they needed help to overhaul their operations to stay afloat in the industry.
“We needed a better [solutions provider] who was more aligned and [will] actually do what we needed,” Ammon stressed.
A Partnership That Fosters Efficiency
At the Mass Torts Made Perfect conference, Richard Fonbuena, TimeShare’s Managing Partner, met Heather Kurkierewicz, the Co-Founder and Senior VP of iFIVE Global. The two had a discussion that laid the foundation for a partnership between the companies.
After learning about the challenges TimeShare faced, from handling routine duties, managing client calls, and basic inquiries, iFIVE stepped in to provide the firm with a dedicated team to support them. This allowed TimeShare’s in-house team to redirect their focus towards complex, high-value legal work.
iFIVE’s team adapted quickly to the new tasks and maintained a low error rate and a high level of professionalism, even with frequent script changes.
“Everyone is professional, really nice, empathetic; they stick to the scripts and understand the process,” Ammon shared, commending iFIVE’s staff. “[They] can answer questions that aren’t necessarily in the script because of their abilities.”
Productivity Soaring by 150% While Reducing Costs
The partnership between TimeShare and iFIVE went beyond administrative support and led to fruitful gains.
“iFIVE goes beyond and meets all our expectations, while delivering what’s promised,” Ammon added.
TimeShare dramatically increased annual case completions from 600 to 1500, marking a 150% increase in productivity. The firm also achieved significant cost savings, allowing them to reallocate resources more effectively.
The benefits of the partnership were immediately felt. “If we had hired locally for the same positions, it would have cost us three times as much,” said Ammon.
These remarkable results were further supported with iFIVE’s team operating from the Philippines. The time differences allowed for continuous work around the clock, enhancing collaboration.
“iFIVE’s team is capable, intelligent, and hardworking. Their proactive approach, including suggesting when to add team leads or managers, has been invaluable.” Ammon shared, praising the team’s collaboration.
With the services of iFIVE supporting their firm, TimeShare’s leadership team was able to direct their attention to more strategic initiatives, like new client onboarding.
A Blueprint for Success
TimeShare Defense Attorneys’ journey reflects the transformative power of collaboration with the right legal outsourcing provider.
After facing challenges that affected client impression and satisfaction, TimeShare took initiative and partnered with iFIVE. This collaboration was a game-changer, allowing them to streamline operations, reduce costs, and enhance service delivery—key factors in their success in the competitive legal services sector.
For legal firms dealing with similar challenges, you can take the first step in transforming your operations by exploring a strategic collaboration with iFIVE Global.
By partnering with iFIVE, you can address operational inefficiencies and unlock unprecedented growth, redefining your firm’s potential in the legal market.
References:
Damnjanovic, A. (2023). Risk Influence of Employee Productivity on Business – Failure Evidence Found in Serbian SMEs. https://www.researchgate.net/publication/369038581_Risk_Influence_of_Employee_Productivity_on_Business_-_Failure_Evidence_Found_in_Serbian_SMEs
Five practices for improving law firm productivity. (2023, September 22). Lexology. https://www.lexology.com/library/detail.aspx?g=520c7ba4-60e9-40eb-8508-8c337a91815d
How time zone differences can boost U.S. companies. (2024, April 17). iFive. https://ifiveglobal.com/blog/how-time-zone-differences-can-boost-u-s-company-operations/
