The Goizueta Business School at Emory University
The Goizueta Business School at Emory University, named after the late Coca-Cola CEO Roberto C. Goizueta, bases its principles and values on its namesake’s legacy, whose story of success involved courage, integrity and accountability, among other qualities that are outlined in the school’s core values. The Atlanta-based business school offers a full-time MBA program, as well as a one-year accelerated MBA program for students focused on returning to the workforce quickly.
Preceding IST partnering with Goizueta Business School (GBS), all tasks were done in house by two employees who were unable to complete all the work that was put on their plate. GBS’s major concerns were breadth of service, package tracking, completion of work and finding cost savings. Without formalized management processes in place, the native intelligence of the current staff could not adapt the services to the school’s growing needs. Additionally, in-house printing on a large scale was not an option under their previous system. Course packets were sent to third-party, off-site vendors at great expense to GBS and last minute changes to the documents were not permitted.
IST began its partnership with Goizueta Business School in 1999 by installing cutting-edge IST-Suite technology in the mail room and establishing a true copy center. This provided accountability for incoming packages, which GBS had never had before as incoming overnight packages where constantly getting lost prior to IST’s partnership with GBS. IST also brought copy and creation of transparency’s along with course packets in-house, which presented an immediate cost savings while giving GBS end-users the flexibility to make last-minute changes to their materials. IST now services all internal mail, interoffice mail, incoming outgoing mail, FedEx, partial management of decentralized fleet and a full centralized copy center. IST has also utilized our partnerships to secure highly competitive pricing for fleet copy devices as well. IST’s solution has grown to incorporate a walk-up window for GBS staff to purchase shipping and stamps as well furthering our efforts to cultivate a partnership built on great customer service.
The partnership between IST and Goizueta Business School is very strong and at the core of that partnership is communication between our two organizations. There is truly an open forum where GBS and IST can comfortably and effectively combine our strengths to provide the best possible service support program for GBS end-users. IST has brought the most advantageous combination of management processes, technology and personal attention to GBS, which is in turn trusting us to grow alongside them by adding print production systems and bringing their entire fleet of copiers under the IST contract. As one of IST’s oldest customers, GBS is a perfect example of how obsessed we are with customer service and how we believe that great service and great people are a what we can build long-term partnerships with.
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Baker Botts LLP
Baker Botts LLP is a full-service, leading international law firm, recognized for understanding the industries they serve. Baker Botts has offices around the globe. Since the 1840s, they have served leading industries, organizations and individuals, while staying at the forefront of emerging technologies. As a result of the firm’s long history of international practice, Baker Botts has developed an extensive network of correspondent counsel at the most prestigious firms in virtually all commercial centers of the world enabling Baker Botts to provide clients with facilities and legal capabilities on a global basis.
Baker Botts’ previous outsourced service provider had been brought into the firm’s Houston offices as a cost savings measure promising to reduce headcounts and streamline processes. While the decision makers enjoyed a healthier bottom line, Baker Botts end-users were displeased with the reduced service levels being provided as a result of the change. Where the previous provider failed to follow through on their promise, IST knew we could succeeds. IST displaced Pitney Bowes with the task to reconcile service levels using the same reduced headcount by integrating our proprietary technology systems and better management practices.
Since IST took over high-end copy production services, hourly copy runs, supply management, and convenience copier key-op services, Baker Botts end-users quickly saw IST’s partnership as a promising step for them. IST brought on an Operations Manager experienced in supporting law firms as our first move. The new Operations Manager was asked to look at the program with fresh eyes and begin formulating the first steps of getting Baker Botts out of “crisis mode.” Keeping end-user satisfaction a primary focus, the IST Operations Manager applied a ground-up approach implementing fundamental changes one-by-one in order to nurture end-user adoption. The IST Operations Manager got site processes going in the right direction by creating client-specific procedures, targeted service improvements and thoroughly training on-site support staff. The service program has not just met Baker Botts decision-maker’s expectations, but it has excited Baker Botts end-users growing into a true partnership with service satisfaction survey scores consistently exceeding 90% across seven offices throughout the US.
From our initial investment in finding and placing the right Operations Manager for the firm to our ongoing dedication to process improvement and service satisfaction, IST has taken the necessary steps to make the partnership with Baker Botts a successful one. Baker Botts has been so satisfied with the IST service program that they are now considering new technology options that will further automate manual process. We have enjoyed our time with Baker Botts and, as we continue finding new ways to save the firm time and money, we look to the future as we have laid the foundations for a long-term partnership.
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Kilpatrick Townsend & Stockton LLP
Kilpatrick Townsend & Stockton LLP attorneys are fully engaged in the success of the firm’s clients. They deliver results-oriented counsel for corporations at all stages of the growth cycle, from the challenging demands of financial transactions and securities to the disciplines of intellectual property management. A close collaboration between the firm’s practice areas ensures that they are well-positioned to serve all clients’ needs.
A fervent focus on client service is the foundation of their success. From hiring multinational, cross-industry, and cross-practice area talent to instilling a commitment to client service in our firm’s philosophy and goals, they are able to continue their success as a multinational business law firm.
Kilpatrick Townsend serves clients around the world from 18 offices in California, Colorado, District of Columbia, Georgia, New York, North Carolina, Texas, Washington, Sweden, Japan, and Shanghai. They value client relationships and are committed to learning and furthering the business and the legal goals of each company they work with.
Preceding Kilpatrick Townsend & Stockton LLP (KTS) beginning their partnership with IST, the previous vendor was providing KTS with the same services. The only difference being that the services they were providing were all done manually involving no technology. There was also a lot of Human Resource commotion from that vendor. Causing a rift in the daily operations. The processes were slow and archaic, mail was sorted with a printed phone directory, and everything was logged by hand.
With some of the larger picture issues, the vendor had 35 people for an operation that could have functioned with less. Monthly management reports were completed with Excel and created by the manager on site. There was no uniformity, and data would be tracked all day and filled in at the end of the month manually. To do this they would have to individually go through all the tickets to confirm. This report would a take a week and a half to create and finish.
There were 11 manned centers and one main mailroom, spread throughout the building making everything decentralized. Every ten minutes mail runs would go out where faxes and packages would be delivered. Leaving no one behind to handle anyone or anything that came in. These mail runs where tracked manually, on a form that the time and employee’s name would be written on to indicate the employee left for a run, and as they came back from completing it would be signed off. This method left too much room for error, and also for falsification of records.
With the beginning of the partnership between KTS and IST, IST immediately implemented IST-Suite, our one-of-a-kind, fully integrated FM Management system. Reducing one of the main time-consuming tasks of the management report. Now the time it took to create the overall information was much more accurate and accessible. IST restructured all the mail runs, reduced the staff by ten people and reworked schedules and coverage on floors to streamline the process. Currently IST provides the following services to KTS:
IST has also taken over all office supplies. Before IST the firm had four people coordinating the 13 different office supply areas. Once IST combined them into one location it saved KTS $100,000 the first year alone. Twice a year IST does a supply run and picks up excess supplies from everyone’s desks. Typically saving from $1,500 to $3,000 each time.
Package tracking reporting is now all done electronically as opposed to manually, creating more critical records. IST, making everything electronic, has only elevated the Green initiative that KTS has taken on. Some processes such as copy job submission can still be done manually but electronic copy job submission is offered and recommended. Copy Track has also been put into place to help track volume, the type of services, who requested the service and how long it took to complete.
The process of mail sorting was also updated IST’s proprietary voice-recognition systems. One person can now sort five buckets of mail in one man-hour versus the five buckets in five man-hours it had formerly taken. Organization is a huge factor when it comes to serving a large client facility. Now KTS has a neat and organized facility, which offers a more inviting and attractive outlook on the services and confidence IST provides.
As the partnership has flourished IST and KTS made the decision to consolidate from ten service centers to one main floor service center. This move saved the client thousands of dollars. A facilities employee was brought on staff to help with moves, inspections of the internal facility for damage or small items such as light bulb changes. They also coordinate with the building management for larger projects.
KTS has entrusted IST to use their facility for potential client tours, and also training for new Operation Managers, IT and Sales Reps. KTS continues to add more IST offices nation wide due to the cost saving measures, overall quality of services provided with a sense of urgency to the Atlanta Corporate office, the technology IST uses to track information, leadership at IST.
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Innovation • Service • Technology • Passion