Since the inception of Legal Process Outsourcing service a decade ago, the primary driver for sales was cost savings, using the well-understood labor cost arbitrage approach. India, with its nearly 80,000 law graduates annually, has been the leader in LPO offshoring due to the depth of the labor pool and the commonalities between the US, UK and Indian legal systems. Those LPO companies which flourished in the early days, succeeded because their sales and service teams were supported by US or UK trained lawyers who added their domain expertise and experience to building the client relationships. While the fundamentals of relationship-building remain consistent, in this next phase of LPO, termed LPO 2.0 by industry leaders, the primary driver for sales is shifting to delivering on-demand expertise effectively, to produce high-quality work product and process improvements.
Infosys is one of the rare organizations designed to handle the demands of LPO 2.0, as it possesses many of the characteristics that define this stage of LPO growth. Here's why:
1. Infosys is a premier global brand that can attract the best talent and cultivate that talent through continuous training in our LPO Center of Excellence. Attracting and retaining talent, and maintaining bench, support scalability and capacity demands. Unlike traditional IT or BPO work, legal projects typically deploy rapidly, in less than a week, making them an excellent opportunity to boost revenue quickly. There are also annuity opportunities to add talent to existing ODC headcount to support untapped legal functions.
2. Infosys has a global presence and international sales force to support multinational clients from a wide range of delivery centers. In fact, unlike other LPOs, Infosys has strong ties to many emerging legal markets, such as China and South America, which allows us to take on opportunities in these areas more readily than our competitors. Our ability to multi-shore legal work enables capturing a greater market share of work and building deeper relationships with our clients.
3. Infosys is poised to be a leader in Investigations and Litigation support due to our technology heritage. Unlike pure-play LPOs, Infosys has the opportunity to offer clients end-to-end e-discovery services behind the firewall, reducing costs and risks of managing data. Five years ago, one would speak about legal document review using "per gigabyte" discussion, and today, that discussion happens commonly in terabytes...the future of petabytes is not too far distant. The industry accepted norm for the end-to-end cost of managing one gigabyte of data collected (approximately 3,500 files), processed and reviewed for litigation production is $2/file, or $7,000/GB; it is easy to see how the cost of litigation document review impacts our client's bottom line. Infosys already manages the client applications and data - continuing to own the data in downstream legal workflows enables more control, process efficiencies, transparency, and defensibility when matters come before the courts. When discussed with clients, this is a very appealing element to working with the Infosys LPO team.