Case study 2 February 2020

White & Case LLP – continual innovation and process improvement

Our relationship with White & Case LLP (W&C) started in 2001. The services required include:

  • Mailroom & courier management
  • Reprographics
  • Off-site legal reprographics (overflow print)
  • Porterage
  • Administrative support
  • Records management
  • Stationery procurement
  • Printer fleet management


We have delivered continual innovation and process improvement to W&C’s document management services, whilst integrating new service lines under a unified management structure. Working in partnership with the firm, we are fully aligned with their culture.

During the contract, new technology has been introduced, including our track and trace systems which provide a full audit trail of all accountable mail items. In addition, workflow management systems have increased the productivity of the on-site services in areas such as reprographics.

All onsite Mitie people are cross-trained to ensure that there is continuity of service in all areas, which provides an exceptional service experience for clients.


The integration of Mitie’s supply chain has enabled W&C to benefit from our buying power, which have saved them approximately 25% on their previous spend. 

In 2015, Mitie introduced an Administrative Support team – this was a tailored solution that brought all the practice areas into a new working model whilst delivering on wider efficiencies and service improvements, such as creating a seamless link between the in-house secretarial community and outsourced service teams. The service was so successful that, due to continued uptake across departments and practice groups, it is now three times the size of its initial scope, which has reduced W&C’s legal secretarial costs by 30%. 

“We decided to retain the services of Mitie for a variety of reasons – they communicate openly with us…deliver on the services that they are contracted to deliver and do it well”

Alasdair MacRitchie​, Senior Facilities Manager​, White & Case LLP

Other information

Mitie now also provides cleaning services – this is an extension of the original contract and integrated into the existing management structure.

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