Introduction
This e-Book explores 6 areas of Legal Service Request
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Today, businesses are requiring increasing amounts and growing types of legal support. This demand however, does not often translate to more resources in the legal department to meet that increase. This is partly due to the expectation that legal should do more with less, and partly because most legal teams lack the data to demonstrate their value to the business and to justify needing additional resources to meet company goals.
As a result, the business either becomes dissatisfied with the turnaround times from legal, or the lawyers end up working in overdrive just to keep up - with This Legal Service Request Management Maturity Guide looks to identify the ideal state of intake and triage automation and define the necessary steps for legal teams to streamline their workflows and service delivery. high risks of burnout. Both of these effects are further aggravated by the opaqueness of legal requests, which sets the business up to misunderstand legal. This further feeds into that dissatisfaction, and putting legal somewhat in the dark when it comes to managing workload and efficient output. As the age old saying goes: ‘What isn’t measured cannot be managed.'
This is why many modern legal teams are now looking towards digitizing their intake and triage process as a solution to improving their legal service request management.
But what should it look like and how can we get there?
This Legal Service Request Management Maturity Guide looks to identify the ideal state of intake and triage automation and define the necessary steps for legal teams to streamline their workflows and service delivery.
With intake and legal triage automation, business users can readily access legal services through a centralized ‘digital front door’, allowing the legal team to streamline and effectively manage requests across the business.
Implementing a legal intake and triage automation solution improves turnaround times, as business users can self-serve tasks such as document generation, approvals, and advice. For legal teams, better intake and triage ensures the lawyers are always working on tasks that are high value and best suited to them, whilst unlocking visibility and reporting on the volume, type, and status of requests from intake through to resolution.
The legal intake and triage process should be a straightforward process for both legal teams and business users alike. The Corporate Legal Operations Consortium (CLOC), describes the process as the following:
A business client submits a legal request and the required information
The legal team runs a diagnosis, then:
Classifies the matter type and priority;
Validates the matter objectives, categorizing risk and complexity;
Assigns the appropriate lawyer.
We also understand the concerns that are often associated with considering such a system, such as the risk of losing the personal touch from legal or the heavy change management lift in changing business user behaviour. In this guide we will address these concerns and define the steps to move up the maturity curve so that you can unlock more value and happiness for your team.
Are you ready to elevate your legal service delivery?