Freshfields aligns client service levels

Freshfields Bruckhaus Deringer is reviewing the way client relationships are handled to ensure a uniform service is provided globally.

The project is being led by competition partner Deirdre Trapp, who will ensure that sector and practice teams in each of the firm’s offices take the same approach to dealing with clients.

The firm’s co-senior partner Konstantin Mettenheimer said that, as the firm has 14 sector groups which work across offices and practice areas, it is possible that a client could experience varying levels of service.

“We always have people operating at different levels because people need to focus on different things,” he said. “This is about raising our game across the board.”

Currently the firm assigns teams of lawyers to each client that vary in size depending on the size and activity levels of the client.

“If the client does something in New York that’s important on a worldwide basis, we have to be on top of it all over the place,” Mettenheimer explained. “We have teams in place but have to make sure they’re well aligned and make sure they talk to each other.

“The idea is to have teams in each jurisdiction. It’s been like this for a long time, but it’s about taking a more structured approach.”