Transforming Complex Operations for a National Law Firm
A first-time outsourcing success story that redefines what’s possible
The Challenge
A leading national personal injury law firm had built their success the traditional way—keeping their dedicated support team in-house. However, as their practice expanded, so did the challenges. They found themselves at a crossroads: continue scaling domestically with escalating overhead costs, or take a strategic leap into partnership.
When they first contacted OP360, outsourcing was uncharted territory for them. Yet they recognized that sustainable growth required a different approach. After careful consideration, they made the decision to entrust OP360 with their most mission-critical operations—spanning software development, data analysis, regulatory compliance, and financial accounting.
Solution
What makes this partnership work isn’t just cost efficiency—it’s adaptability. We developed a flexible staffing model that scales with their business rhythms, increasing capacity during peak periods and optimizing resources during slower times. Our collaborative training curriculum and comprehensive knowledge base system ensure that quality never wavers, regardless of volume.
From 10 FTEs, we grew to 1000+ across 28 lines of business.
Results
Scaling Legal Operations to New Heights
Optimization
The client saw a 1,500% increase in cases processed from March 2022 to March 2025, through efficient categorization of cases for in-house handling versus referral opportunities
Revenue opportunity
In personal injury law, referral fees typically range from 25-33% of attorney fees. When a single referred case can generate $25,000 to $33,000 in referral income, proper screening becomes a profit center worth millions annually.
Revolutionizing Demand Drafting Through Strategic Workforce Optimization
Cost savings
Annually, the firm saves $2.48 million in demand letter drafting work, as we manage 35 full-time employees delivering high-quality work at $15-$18/hour (vs the client’s case managers previous rate of $43-$52/hour)
Workforce efficiency
The clients’ case managers get to focus on what they do best—building client relationships and driving case strategy.
Reinventing IT Support
Reinventing IT Support
45% cost reduction on internal IT support: Previously set at $23.89/hour, this now runs at $13 per hour through our service desk team—without compromising response times or technical expertise.
Beyond Cost Savings: Strategic Partnership
This isn’t just a legal operations outsourcing success story—it’s a tale of transformation. We didn’t simply take over tasks; we reimagined processes, optimized workflows, and created new revenue opportunities. Our closing statements team now manages all firm financial documentation, providing the backbone for tracking and optimizing this substantial revenue growth. The key differentiator: our agile workforce model that scales specialized expertise up or down based on real-time demands, ensuring the firm always has the right technical and professional support exactly when they need it.
