Introduction
A multinational industrial company faced mounting pressure to streamline its intellectual property operations amid an evolving innovation landscape. With internal demands rising and new services under development, the company recognized the need to modernize its IP administration to support growth, digitalization, and operational excellence.
To address these challenges, the company engaged Evalueserve IP and R&D Paralegal Services team to develop a robust and scalable framework for handling core IP administration tasks—most notably, docketing. The collaboration aimed to offload administrative complexity, maintain consistency across a growing patent portfolio, and enable the internal team to focus on higher-value strategic initiatives.
Diagnose: Identifying Operational Bottlenecks and Capacity Constraints
At the start of the engagement, the client was experiencing key operational challenges:
- Difficulty handling fluctuations in workload, especially during periods of M&A or internal restructuring.
- Lack of centralized, harmonized processes for docketing, leading to inconsistencies across teams and regions.
- Internal resource limitations make it hard to scale capacity or manage attorney requests effectively.
These issues created bottlenecks that impacted service quality, turnaround time, and internal satisfaction.
Evalueserve IP and R&D was brought in to assess the current state and design a model that could support both stability and growth.
Design: Establishing a Structured, Scalable IP Administration Model
Evalueserve IP and R&D initiated a diagnostic phase to understand existing workflows, stakeholder expectations, and system integration requirements. Based on this analysis, a tailored support model was designed with the following pillars:
Service Model Architecture
- A blended team structure (onshore and offshore) to ensure year-round coverage and flexibility.
- Role-based specialization to handle tasks such as prosecution support, PTO communication tracking, and patent filing updates.
Standardization & Documentation
- Harmonized docketing protocols to eliminate individual variation across legal teams.
- Comprehensive documentation and SOPs were shared with the client to ensure transparency and continuity.
Platform Integration & Automation
- Seamless integration into the client’s existing IP management systems via remote access.
- Macro-automations are introduced to reduce manual data entry and accelerate task completion.
Knowledge Retention & Continuity
- An internal best practices repository is maintained to mitigate risks associated with personnel changes.
- Built-in redundancy and resource backup to avoid service interruptions during holidays or staff leave.
Deploy: Delivering Consistent, High-Quality IP Operations
Once the model was operational, Evalueserve IP and R&D transitioned quickly into full-service delivery, supporting the client’s global patent workflow with minimal onboarding. Key execution highlights included:
- Real-time processing of inbound communications from PTOs and legal partners.
- Dynamic resource allocation to manage spikes during portfolio integrations and high-demand periods.
- Active attorney support, including prioritization of urgent filings and notifications.
The client experienced 99%+ quality levels—critical for avoiding missed deadlines or unnecessary extension fees. The standardized approach also enabled more precise tracking of performance and faster onboarding of new legal team members internally.
Impact: Freeing Capacity and Mitigating Risk at Scale
The engagement drove tangible results across operational, strategic, and financial dimensions:
- Internal teams reallocated time from repetitive docketing tasks to value-added activities, such as digitalization and service development.
- Docketing consistency improved dramatically, reducing the risk of deadline misses or regulatory noncompliance.
- The client gained agility during high-volume events (e.g., acquisitions) without compromising on service quality.
- Documentation and SOPs created a sustainable foundation for future scaling and cross-team knowledge sharing.
Conclusion: A Repeatable Model for Enterprise-Grade IP Operations
This case illustrates how process outsourcing, when delivered through an insight-driven and well-structured model, can transform IP operations. By replacing fragmented workflows with a centralized and consistent framework, the client built resilience and efficiency into its core IP processes.
With Evalueserve’s IP and R&D expertise, the client transitioned from reactive workload management to proactive operational excellence—enabling long-term growth, improved internal collaboration, and a trusted global service backbone.
