Local Presence, Strategic Vision and Technology Boost National Reputation for Superior Client Service

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Stoel Rives Managing Partner Bob Van Brocklin and Chief Operating Officer Darryl Hair were quoted in an article in the Oregon State Bar Bulletin about some of the strategies that have helped establish the Firm's national reputation for superior client service. The Firm currently ranks among the nation's 30 best law firms for client service in the annual BTI Consulting Group client service survey of in-house counsel at Fortune 1000 and other large companies. Stoel Rives was one of only 15 firms to receive a top 30 ranking in both 2010 and 2011.

Van Brocklin noted that the Firm has established a local presence in key geographic markets through a series of strategic mergers and office expansions over the last 25 years. "Generally, all these moves were intended to enhance our service capability for our clients, build our talent base and expand our strategic reach into market sectors that we had experience or interest in," he said. Van Brocklin noted that the success of a multi-disciplinary, geographically diverse footprint depends on the integration of practices firm wide. Cross-office practice integration strategies promote practice development and increase knowledge within the Firm and among our clients about the Firm's capabilities and experience, Van Brocklin added.

Darryl Hair noted that technology also serves to bring people together and ensure superior client service. For example, the Firm's robust extranet system allows attorneys and clients to view documents from any internet access point and discuss the same via videoconference. "To me [our extranet] is a way to bridge the gap between telephone calls and actually being there because you still get the face-to-face experience," said Hair. "It's basically a virtual office that brings together people in three or four locations, maybe three or four different time zones, and it's essentially the same thing as sitting together in a conference room."

Other recent measures have included a boost in the Firm's Web and social media presence, and the promotion of videoconferencing, which has helped cut client travel expenses in half. In the end, according to Van Brocklin, these and other efforts are focused on a single goal: to deliver maximum value to Stoel Rives' clients.

You can read the full article at the Oregon State Bar Bulletin website.

"Expansion Experience" was published by Oregon State Bar Bulletin, February/March 2011.

Key Contributors

Robert D. Van Brocklin
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