recorded webinar


In today’s world, companies are looking for opportunities to consolidate, automate, and streamline handling of service of process (SOP), legal documents, and the entities they manage. It’s important to choose a secure and reliable compliance provider with a broad and scalable registered agent offering to meet your evolving corporate governance needs.



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CSC takes pride in offering an unparalleled breadth of compliance services and technology solutions, in addition to our relentless commitment to going above and beyond for our registered agent clients with our award-winning service. Join us for an hour-long webinar as we review the leading reasons so many clients change their agent to CSC.


Disclaimer: Please be advised that this recorded webinar has been edited from its original format, which may have included a product demo. To set up a live demo or to request more information, please complete the form to the right. Or if you are currently not on CSC Global, there is a link to the website in the description of this video. Thank you.

Caitlin: Hello, everyone, and welcome to today's webinar, "Why Change Registered Agent to CSC." My name is Caitlin Alaburda, and I will be your moderator.

Joining us today are Paul Matthews and Andrea Jonaitis. Paul is director of product management at CSC. In this role, he leads CSC's Litigation Management Operations team, which is the team responsible for handling all service of process received by CSC.

Paul: Good morning, everyone.

Caitlin: Andrea is a product manager in the Corporate and Legal Solutions Group at CSC. Since joining CSC in 2017, Andrea has specialized in global subsidiary management and entity management, working with prospects to present an accurate and clear scope of services, including helping subsidiaries stay in compliance as well as demonstrating CSC Entity Management.

And with that, let's welcome Paul and Andrea.

Paul: Good morning, everyone.

Andrea: Hi, everyone. Good morning. Thank you so much, Caitlin. Paul and I are so excited to be here today, and we're really grateful for the audience that's joining us to learn about kind of the CSC, our change of agent, and kind of the role of a registered agent and talking to us more as we dive into CSC service of process and registered agent services.

Here's a brief overview of our agenda today. So we'll quickly just talk about who CSC is for folks that may not be familiar with us as an organization. We'll talk a little bit about the current climate of compliance management. We'll clarify the role of your registered agent and provide some insight as to why you might consider CSC to be named as your registered agent. At the end of our discussion today, we'll give you a live look at CSC's SOP Manager technology, which is CSC's technology platform that is included with all registered agent services. This is designed to be our platform for securely delivering service of process documents to our customers electronically, safely, and really quickly.

So within our discussion today, we're also going to keep time for question and answers, whether it's at the end of our discussion or even throughout our slide presentations. Paul and I are keeping one eye on the Q&A widget at the bottom of your screen. So we'd really love to hear from you so that we can see your questions, understand your thoughts and your feedback. We'll be sure to answer or address any of those thoughts or feedback, and we'll definitely, as I said, leave some time at the end of our session to address any questions that we might not get to during our discussion.

So with that said, let's go ahead and get right into our slide content. We are packed full of content and information for you today.

In looking at the list of folks that are attending today's webinar, I do see some folks that I recognize, but I also see quite a few people and some names that are unfamiliar to me. So I just wanted to quickly give you a little bit of background on CSC as an organization.

CSC is a business, legal, and financial services company that provides expert service and technology solutions for every phase of the business and investment life cycle to our clients all around the world. As an organization, CSC is privately held, and we're able to trace our routes back all the way to 1899. And our current president and CEO is actually the great-grandson of one of our original founders. So really kind of long-standing in the marketplace and a really tight-knit, family-run company if you will.

We are the largest U.S.-owned registered agent, and we're also the largest registered agent by market share. You may have actually heard the news that CSC recently closed on our acquisition of the Intertrust Group. This is incredibly exciting. It significantly increased our team of experts around the world and actually impacted this particular slide quite a bit. If you've seen some of our previous presentations, you may have seen slightly different statistics.

With our acquisition of the Intertrust Group, this actually grew our combined industry tenure to over 200 years. We've added over 4,000 teammates around the world. So now we have a total of over 7,500 employees across 5 continents. We're headquartered in Wilmington, Delaware, but we expanded now beyond 60 offices all around the globe. We continue to provide services and technology solutions in over 140 jurisdictions around the world. And you can also see from the slide that over 90% of the Fortune 500 and 90% of the Best 100 Global Brands utilize CSC for at least one service.

As a mission statement, CSC really strives to serve as an indispensable compliance partner to our customers by providing solutions that integrate with world-class service, compelling technology, and present our customers with actionable data. And we certainly feel that you'll see those elements supporting that mission woven throughout our discussion today.

So with that said, let's jump into the core of our presentation. Paul is going to talk about kind of the climate of compliance management today. So Paul, over to you.

Paul: Thank you, Andrea. So as we kind of look out at the world today and all the things that we're having to contend with, I think most of us are faced with a range of priorities, and some of those are in direct competition with each other. And we'll touch on some of the primary priorities that I think are common to most of the folks that are joining us today.

So obviously, with economic uncertainty and as we're kind of sitting in or on the cusp of or in some phase of a recession, one of the things that most of our organizations are faced with is a need to keep a tight control on and oversight over the costs. And so being able to operate efficiently while still being able to meet your business objectives is something I think that is front and center for most of us. And part of how we kind of identify where we can look for efficiencies and how we're operating and how we're tracking against various metrics is having a good control and access to the data that we use to run our business.

And so for legal departments, as they're being asked to support various parts of the business, they're also being asked to take a more data-driven approach to that. And what is kind of key in terms of importance relative to that is making sure that your data is as centralized as possible. So you need to have a complete picture of the data set that you're using. That information needs to be organized so that you can quickly make use of that data. Having it not only be accessible but usefully accessible is really a key component of that.

And then, of course, with any collection of data, one of our primary objectives is not only to make that useful and available, but also to make sure that it's secure and controlled and making sure that only those folks that need access to the information have that access. And again, that's one of those places where you kind of have the opposition of trying to make things highly accessible and available but also tightly controlled. And sometimes those can present points of friction, and that's one of the things that we all have to navigate around.

And as we're doing this, even though we are talking about some tight economic conditions, we're also on the other side or mostly on the other side of a global event that obviously affected every business in some way and often in very major ways. And so we're still on the other side of that and opening things back up and looking kind of at where the world sits now and what that means for our businesses, what it means for growing those businesses and also managing the risk that comes along with growing those businesses.

So as we look at the types of work we're doing, we also have to look at the way we're doing that work. So one of the things that a lot of us are contending with is, as things have opened back up, the way we do business every day is not necessarily the same. The traditional notion of everyone sitting in an office a couple feet from each other, those days are largely gone or at least highly modified, and most of us are dealing with at least a hybrid, if not fully remote situation in ways that we didn't necessarily need to in the past.

And what comes along with that is needing to adjust the way we do business, the way we communicate, the way we collaborate, and having the right tools and having your information organized in a way that you can access and share it and use it effectively. Those are key considerations, and we've got to try to balance all of these things at once. And that can be very challenging.

And, of course, what comes along with that is choosing where you put your focus and how you use the bandwidth that you have. So as we talked about on the last slide, lots of competing priorities. And for corporate law departments, one of the things that they're absolutely dealing with and that continues to grow more and more complex is managing your business, especially in an international context. So the number of regulations that you have to manage, the ways you have to manage your business, the way you have to manage the potentials for reputational risk, all of these things continue to grow and change and become more and more complex. And again, the tools we choose, the partners we choose to go on that journey with us, they're really what help dictate our success in navigating those things.

Again, you have a limited set of resources both personally and within your organization, so you've got to be able to effectively know where to put your direct resources, where to use partners and secondary resources, and how you bring all of those things together. And again, thinking back to switches to hybrid and remote models, one of the things that we've really got to do is make sure that we don't just try to take old processes and make them work in that context. That fundamentally doesn't work in most cases. So we need to make sure that we are adapting not only to where we work but how we work and again how we collaborate with folks within and outside of our organizations.

So one of those key relationships, one of those key partners that most organizations need to make a careful choice around is their choice of registered agent. So I'm going to turn things back to Andrea, and she's going to talk a little bit about the role of a registered agent.

Andrea: Absolutely. Thanks, Paul. So most folks probably are already familiar with the definition of registered agent and understand what your agent does and why they're important, but we want to quickly kind of provide these definitions to make sure that we're all on the same page in our discussion today.

So a registered agent is able to provide expertise around compliance standards for all states and jurisdictions and really to help organizations stay in good standing. So here are the main kind of components or the actionable items that registered agents are responsible for. They maintain a physical office in each jurisdiction where services are provided. Registered agents receive service of process documents, like court and state documents. Also they receive and forward notifications from state agencies as related to annual reports and tax returns.

The strict definition of service of process is notice to a party of the commencement of legal action. So a registered agent is designated to receive these documents related to litigation on behalf of an entity in a jurisdiction where they're qualified to do business. These documents can also include garnishments, subpoenas, bankruptcies, foreclosure filings.

Being a registered agent is a significant responsibility. And there are a lot of rules that govern registered agents, and these rules really vary from state to state. So for example, there are residency rules or requirements for the days or maybe even working hours that a registered agent must be available to receive service of process. So as Paul kind of alluded to, it's often preferred to outsource that registered agent function to a professional organization, like CSC, so that you can avoid consequences, such as default judgments and other fees and penalties. Also just making that selective decision, as Paul mentioned, as to where to engage third parties and partners and where it makes sense to free up your time to focus in on other things.

A registered agent as it relates to your entity management processes, your registered agent will help to create visibility around annual compliance due dates. It has a direct impact on the good standing status of your entities. Good standing means that an entity is acting in accordance with explicit compliance obligations, like annual reports and tax filings. Your registered agent is really going to be able to maintain that visibility and transparency around the good standing of your entities, to help you remain in compliance, to give you that kind of the resources and tools, that Paul mentioned, to help you to make your compliance easy.

So often again that leads into using a third party can really help to simplify and make that process easier. Your registered agent is crucial. They have to be able to process your litigation documents quickly, to provide you with the best tools and information to help you adequately respond to and manage those legal notices and the entity compliance standards as effectively as possible. Having a third party, such as CSC, serving as your registered agent can really free up your time and attention so that you can stay focused on growing your core business.

I mentioned that some jurisdictions have rules around days or business hours when the agent must be physically present to receive litigation documents. Honestly, professionals don't have time to spend the majority of the day and most major holidays present and available to receive those documents. And as you know, some SOP documents actually have more stringent turnaround requirements and shorter answer dates, so it's really critical that these short disposition items be handled as quickly as possible. Having a third party can really help to make that process easier, more efficient. A missed lawsuit or an overlooked document puts organizations in immediate risk of default judgment and, as I mentioned, really significant fees and penalties.

Organizations and third parties, such as CSC, also can offer time-tested processes and technologies to avoid duplication of effort and other inefficiencies that can come from managing litigation via self-representation. Listen, litigation can be really difficult to track manually, and often there are many folks that need to come together to collaborate once those cases are established or a document has been served. You're working with your internal team. You're working with outside partners or counsel. A third party, like CSC, can bring not only efficiencies to your process but superior technology that can make that collaboration, the tracking, the sharing of documents or information can really make that much easier and more streamlined.

The bottom line is the failure of a registered agent to do their job can result in loss of good standing, significant fines and penalties. So not only is it advantageous to utilize a third party for registered agent services, it's also really crucial to select the right third party. We all have different offerings and inclusions in our services, so you really need to carefully kind of weigh and choose all aspects of your partner, their offerings, their technology, their services, their security. There's so much to be considered.

Paul: So yeah, I mean right off the bat, I think one of the reasons that CSC is chosen by some of the largest organizations in the world to act as its registered agent, I think it comes down to the level of service they get. So we pride ourselves on not only being highly available and highly responsive, but also making sure that the folks that are answering your questions and serving and providing the services are absolute experts in what they do. Registered agent has been part of CSC's DNA from our very beginning. So for more than 120 years CSC has been learning and really defining this industry, and we believe that we're in the best position to provide the expertise to make sure that we can set our customers up for success. We want this to be a thing that is not something they need to worry about or be concerned about. We want them to understand and know that they're in good hands. And I think the service team that supports these services is unparalleled, and I think that that is the feedback we get from our customers over and over and over again.

As I mentioned, we deal with a lot of the largest organizations in the world, some of the most complex organizations, and also some of the most highly regulated organizations and industries. And what comes along with that is making sure that we are doing everything we need to do to live up to the standards that our customers hold us accountable to. And that means we've got to make sure all of our processes are highly secure so the data that we hold on behalf of our customers is protected, is, as I talked about on a previous slide, the importance of making sure data is only accessible to the people who need and should and have been allowed to have access to that data. We make sure that that's layered in through all of our processes, from the earliest exchange of information with new customers all the way through the life cycle of that customer with our organization. And the on top of the service and security, we also make sure that we have highly available, customer-facing applications so when you need to get to your information, when you need to take action, that information is ready for you. Those tools are ready for you.

We also make sure that we are focusing on . . . When organizations make the decision to change agent, as Andrea mentioned, for some organizations it's not something they've done on a regular basis, so it's something that is foreign territory and in a lot of ways not something that they really know the mechanics of. And again, we encourage customers who choose CSC to lean into our expertise and allow us to make sure that the transition from your prior agent to your new agent at CSC is seamless. And honestly we do all the heavy lifting. We want to make that process simple for you. We want to make that process something that you can feel safe going through with us.

And again, that's all underscored with our technology. We want to make sure that as we're managing your information and helping you manage your organization, that you've got the right tools to help you achieve everything you need to and maintain that information so that it's useful and available to your organization.

I'm going to talk a little bit more about service, and the reason I'm going to keep talking about service is it's what sets us apart in our industry. There are lots of providers that will raise their hand and say that they can be a registered agent, and for them that means meeting the minimum requirements in each jurisdiction so that they can technically be a registered agent. For us, we know that that's just the very intro to what we need to be able to do.

We also need to make sure that we are building our support model and our service model based on the growing and changing needs of organizations and understanding that not every organization is the same, not every industry is the same. So we have really tried to build out all of our solutions to be a custom and ready fit for your size and complexity of organization. And we know that we're doing that right because we pay attention to it, we track it. We use net promoter score as a good mechanism and metric to let us know how we're doing and how our customers think we're doing, which is really the only measure that matters. And we have been able to maintain Best-in-Class net promoter scores, and we continue to focus on that. And we take that feedback from customers very seriously.

Part of what we know is important when we talk about the role of the registered agent is we want to make sure that all of the critical decisions in the process, when service of process is received, again one of those core requirements of a registered agent is to handle service of process, so we want to make sure that when we're doing that and when we're going through the change of agent process, the folks that are making decisions and managing that process are experts, not just generally but specifically in those areas. So each of those teams, it's all U.S.-based CSC employees, and those CSC employees have gone through rigorous training to make sure that they develop and have the expertise necessary to make the right choices to push things through the process in the right way and to make sure that the outcomes you expect are the outcomes you receive.

We also make sure that we're there when you need us. So we're constantly looking to make sure that the customer service hours line up with where our customers are when they're doing business. We know that we need to be available during those times. We also know that not everyone wants to pick up the phone to engage with us, and so our applications also have built-in, in-platform support, so everything from Q&As and user manuals, but also live chat and anything else you need to make sure that you know how to operate within our applications and make sure that you have that support when you need it.

And when it's more than just a quick question and you've got new users in your organization or you're coming on board for the first time, we also make sure that we provide ongoing training for all of those tools that we provide to our customers. So whether it's how to access your service of process or how to manage your entities through our Entity Management Portfolio tool, all of those are fully supported along with ongoing training that's available for anyone within your organization that needs that training.

We talked a lot about the role of a registered agent, and we talked a little bit about the change of agent process and we'll talk more about that. But we also want to make sure that it's clear that when you choose CSC, we're not looking to just minimally meet those basic requirements so that you can check the box that you have a registered agent. We truly want to be a service partner that can be there for every phase of your entity's life cycle, so all the way from formation or acquisitions as you're bringing new entities into your organization, into your enterprise. We want to be able to support you through the necessary filings and expertise to know what you need to do to set up a business in a new jurisdiction, everything from those initial filings through managing business licenses, ongoing filing of annual reports.

CSC has made sure that we built out our services in all the complementary spaces to the registered agent role. So again, through formation, the ongoing maintenance of your organization, again as you expand those existing entities into new jurisdictions, as you expand internationally, as you grow and develop intellectual property relative to those entities, all of that is within the range of services that CSC can provide. And when we're acting as your registered agent, we already have a lot of the baseline information necessary to provide those services. So it's an easy add-on and something that we can easily step into and take that off your hands.

Andrea mentioned earlier the importance of knowing when your time should be spent on one thing versus another. These are all the spaces where you can rely on CSC as an agent and service provider so you can leverage our expertise and focus on your core business deliverables and let us kind of manage those details that sometimes they can be a drain on your time. They're important, but they're not necessarily important for you to do.

So again, that's where choosing a third party and specifically choosing CSC can be a real advantage. And that continues all the way through if there are entities that are wrapping up and need to be dissolved or withdrawn from jurisdictions, again we can handle those filings as well. So again through that entire life cycle CSC has a range of services that we can leverage to support your needs, and again you can leverage our expertise to help you navigate those processes, especially if they're not familiar to you.

And then I mentioned the change of agent process specifically and that notion of a seamless transition. So we want to make sure that that's always the experience for every customer that changes agent to CSC. And the way we do that is right off the bat we establish a team that's going to be dedicated to managing that process for your organization. So these will be your point of contact through the entire process. They will proactively be communicating status as we make progress on moving your entities over.

And then, before that process even starts, one of the first things they're going to do is they're going to do a nationwide good standing audit of your entities. So we're going to make sure we've got a full listing of all the entities that belong to your organization, make sure we understand where they do business, make sure we have an understanding of whether they are in good standing currently or whether there are some entities that have fallen out of good standing. Again, one of the reasons that people come to CSC is because they're having difficulty either with their current provider or having difficulty managing things themselves. So that audit helps us really make sure that, as you come across into CSC as your registered agent, we're making sure that we're bringing everything over as clean as possible and giving you a kind of clean bill of health as you get started with us.

Throughout the process, CSC would have a limited power of attorney to act on behalf of your organization so that we can prepare and file all of your change of agent forms. We would do that at no charge to you. So I think that's something critical. We're looking to establish a long-term relationship, so the upfront costs, we're willing to take those on because we really want to make sure that your organization has a good start with us, and we also want to make sure that we're committing to your organization in the long term.

We make sure that as we're working through the jurisdiction and in each of the jurisdictions we're working with well-established partners and we've got well-established lines of communication with the jurisdictions themselves. And again, we've been doing this long enough where those are well thought out partnerships, those are well-established relationships. And we really believe those are some of the things that set us apart when you're looking at CSC versus other providers.

And then, one of the other differentiating factors is we don't ever want you to be surprised by an invoice you receive from us. So any costs that are incurred throughout the process, again whether we're talking about change of agent or in any of the ongoing services that CSC is providing for, we're going to be as transparent as we possibly can and make sure that you know what to expect. And again, an invoice should never be a surprise. And we want to really make sure that that's true at every phase of what we handle on behalf of your organization.

So I'm going to hand things back over to Andrea, and she is going to talk a little bit about CSC's approach to security.

Andrea: Yeah, absolutely. Another aspect that really sets CSC aside in the industry is our approach to security and availability. We have among the highest and most stringent processes and levels of protection. CSC works regularly with customers who have really the strictest of security requirements, the largest banks and financial institutions. All CSC applications and data are maintained on CSC dedicated servers that are located in the United States. These servers are ISO 27001-certified and SOC 2 Type 2 certified annually. And our applications, our organization, and our employees are tested annually and regularly have to maintain these certifications so that we can remain in possession of those really stringent and esteemed certifications.

CSC also has a very detailed business continuity and disaster recovery process. While we've never had to implement this process thankfully, our detailed BCP has been carefully planned, evaluated, reevaluated regularly so that we can ensure the highest standards built upon a foundation of transparency, communication with our customers and other stakeholders in the event of an issue. We always want to maintain that transparency and communication so that if there were ever an issue, customers and other stakeholders would understand what was happening and what CSC might be doing to fix that.

In addition to the annual SOC certification and the business continuity plan, we conduct regular penetration tests, sometimes we refer to that as ethical hacking, to evaluate our security measures, our firewalls, encryptions, protections, and all of the security mechanisms that we have in place against hacking attempts and other bad actors.

All CSC applications also include robust and flexible user access levels. There's role-based permissions. There's folder level securities to help you to protect what people can or cannot access. With an entire team of security specialists that are dedicated only to our security and availability mechanisms, our team is absolutely prepared to speak in depth with you and your infosec team so that we can share all of the details about these protections that we have in place.

So as we're getting into the technology, we're going to briefly at the end of our discussion here today we're going to take a look at CSC's technology platform for the delivery of our service of process. When Paul was talking about our change of agent process and the way that we manage kind of that process or work in partnership with you, CSC takes a lot of pride in taking a process that's inherently complicated and making it really, really easy for our clients.

And Paul also mentioned making the data accessible in a useful way. One way that CSC is able to do that is by complementing our services with our superior technology platforms. We have a variety of technologies based on what our customers might need as it relates to either entity management, as it relates to service of process or litigation management, or maybe matter management for maintenance of other types of matters, like contracts or properties or intellectual property, things of that nature.

The CSCNavigator technology platform specifically relates to the maintenance of entity details and information. CSCNavigator is a basic entity management platform that comes as an inclusion with CSC's registered agent services.

So CSC automatically populates and maintains data and documents for our clients inside of this CSCNavigator platform. This includes things like the maintenance of core entity and jurisdiction vitals and details. Documents, filings, and all related evidence to those filings or projects get linked to the right entities and are stored perpetually inside of the system. Also any data and documents that are associated with any subsequent filings get stored in that filing cabinet perpetually.

There's a robust calendaring and alerting function built into that portal. So it's going to help organizations to have transparency and visibility into compliance events like annual report deadlines. It also is going to provide a Tracker tool for managing other custom events and deadlines that might require proactive alerts to teammates so that you can stay on track and have visibility and transparency into the status of completion and who's managing those items and really a detailed tracker tool to maintain that.

Arguably one of the most critical functions of CSCNavigator includes the ongoing insight into and the alerts for the current status of your entities within each of the secretary of state databases. CSC has been in this market for a long time, over 120 years. We've leveraged our long-standing tenure in the marketplace to connect our technology platform to the secretary of state databases. So our technology integrates with those databases to provide you with entity statuses. CSC offers monitoring and alerts in the event that a registration status changes in any of the jurisdictions for any reason. So those entities registrations and statuses are visible to you inside of the CSCNavigator platform.

As it relates to service of process and your litigation documents, SOP Manager is the technology that CSC uses to efficiently and securely deliver your litigation documents as quickly as possible. So I mentioned in just a few minutes I'm going to show you this interface. I'll show you the way that this technology provides for easy SOP retrieval, review, and acknowledgment. It's going to show . . . The data and documents are presented side-by-side, and documents that are related to the same matter are organized together neatly to give you a clear understanding of kind of what documents or cases are being received and processed.

When CSC receives and processes a document, we scan that with image-enhanced technology. We populate document vitals into the technology, into a searchable, sortable, and filterable type of interface. Optical character recognition is applied to each of your documents, which really makes it easy to find a document or a case via full text searching. And you can even share documents using your native email tools.

So as I'm loading up the technology demonstration, Paul is going to quickly bring us home here to share some additional details around CSC's SOP infrastructure and our logistics here.

Paul: Thank you again, Andrea. Yeah. So as was mentioned during the introduction, I have helped lead our service of process team. I've actually been with CSC for over 20 years and spend most of my time in that space. And one of the things that we've focused on during that time is making sure that we have an unparalleled SOP network. And so what that means is we've got a nationwide SOP network, and throughout that network, every location that handles the intake of service of process, they are using the same tools, the same process, the same technology to bring documents into our system and make sure that they all get delivered to our customers in a consistent, reliable, and predictable way.

One of the things that we focus on is making sure that you're getting a scanned image of those documents. We deliver the documents to you electronically. We do that because we know that's the fastest and most useful way to deliver documents to our customers. It means you can easily share and collaborate and move documents around. We also make sure each of those is a pristine image so that it's every bit as good and oftentimes better than having the physical document in your hands.

One of the things that really makes the scanned image and the electronic image more useful is that every page of every document that we receive we scan and put through optical character recognition. That means that every page of the document is also searchable. So we're basically taking an image and layering that text over it. And as Andrea will show you as we get into the demo, we leverage that OCR layer of the documents downstream in some of our search tools.

I mentioned this a little bit before, but I'll really hammer this home because I think it's important. All the data collection that we do relative to service of process and all of the critical decisions that are made in terms of classifying those documents and routing those documents, those are made by full-time service of process focused staff. So these folks don't work on anything other than service of process. They go through extensive training. That training is centered around the idea that we want every document that goes through our process to have a consistent process applied to it, and that means we've got to make sure our team members, when presented with the same decision, are going to get to the same outcome each time, and that comes with training and focus.

Once we've done the data collection and scanning of the documents, we're able to then take that data that we've collected and use that to drive flexible routing rules so that we can not just deliver documents to your organization, but try to deliver them as far into your organization as you need us to, so at a basic level separating things like garnishments and subpoenas from litigation. But even if you've got a more robust process that requires separating them by the entities and the jurisdictions where the cases are filed, we can leverage any combination of our data to drive those routing rules.

And then we also want to make sure that that handoff to you is complete, and so we have robust functionality in our applications related to the acknowledgment of the receipt of service of process. And specifically, if that doesn't happen, we have follow-up mechanisms built into the application. What's critical about that is again we want to get documents to you quickly, we want to do that data collection quickly, but we also want to make sure that they land and that you receive them and that you have them and take action on them because that's the critical next step with almost every piece of service of process that we handle.

Just going back and talking a little bit about our scanning network, this has been a focus of CSC since we started scanning documents in 2006, and we've improved it every year since then. We've invested a substantial amount over the last 15 years to make sure that every image we generate and every piece of service of process we handle is I use the word "pristine" when I describe it because that's really our goal and our focus. So regardless of where they come into our network, on the receiving end, our customers get the highest quality images available, and they also get something that again is going to be predictable and consistent. And again that that's really the advantage of using a well-tested national provider who has been doing this for a long time and has been doing this well for a long time.

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