I want to field this one. And I will respond online.
We have seen this at our firm several times. There is a heightened awareness and criticality any time change happens. It is especially true when a Goliath buys out a David. I say this because we tend to be harsh critics in observing the services after a purchase.
Initially, I don't think you will see much of a change. The same people, processes, and contracts are in effect. Typically, we have seen things change as the legacy staff, leaders and employees, turn over. The other catalyst is when your contract is up for renewal.
You will almost certainly see change of some kind when these things happen. Be aware of reduced service levels, especially due to reduced staffing. You can also anticipate moving to more automated forms of interaction for those services such as online requesting and centralized 800 numbers for phone orders. There may also be an increase in attention by the vendor to recapture line item expenses such as intake, retrieval, and transport costs.
Now, whether some of these changes are negative is in the eye of the beholder. Many locally-owned businesses tend to act just that way; like parochial businesses. Some of us love that charm and others hate it. If you tend to like a consistent corporate approach, you may very well enjoy the changes. The technology for online access will probably change as well.
Keep your eyes on the changes. If any of these are contrary to the contract in force you have every right to correct the behavior, at least as long as that contract is valid. But if you are unhappy with the service levels or processes I encourage you to communicate in a professional manner as soon as you see the change. Some changes go by what the market will bear. If they get enough feedback they may alter processes.
Hope this helps. Please let the list know how it goes and what you learn. We, in turn, will learn from you.
David B. Steward
Director of Records
HUSCH BLACKWELL LLP
4801 Main Street, Suite 1000
Kansas City, MO 64112
Direct: 816.983.8860
Fax: 816.983.8080
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