Troutman Pepper Launches Client Program to Provide Services 'Beyond the Billable Hour'
Dan Pulka, Troutman Pepper’s chief client experience officer, was quoted in the September 2, 2022 The American Lawyer article, " Troutman Pepper Launches Client Program to Provide Services 'Beyond the Billable Hour'."
We like to identify a problem that a client is having and then co-create a solution with them. It's a formalized way of ensuring we’re delivering more for our clients.
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They were undergoing a tremendous amount of change. They had a lot of turnover in their legal department, and they wanted to meet with firms to see how they could work better. This client was having a series of purposeful value discussions with their law firms.
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We're focused more so on helping clients do their jobs and advance their business goals through 'Plus' than I think what some of our competitors are doing. They're really focused on tech solutions and alternative service delivery models, which I think are really about driving better margin for the law firm and less about creating value for the client.
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We know that we have insights that we can offer [clients] that are helpful to them in their world of work. We're meeting the demand of many in-house teams who are encouraging firms more and more to look at their relationship beyond the billable hour and make sure they're investing in value-added services for the clients. That's what this does.