Overcoming Objections to Legal Intake & Triage

As legal, we value our relationships with the business. However, introducing an intake & triage system is not the same as introducing a ticketing system. If anything, the experience should strengthen the relationship. Instead of waiting for a response, the business will now instantly get a response with their request assigned and updates of the status provided more frequently. The relationship is in the service, not in getting to the service.

Just like implementing any improvement, change management is inevitable. The key is to highlight the benefits of this change to the business, not legal. Yes, the business may want to just pick up the phone to legal. But the more nonurgent, standardized work that goes through an intake system, the more time legal can actually spend on requests that demand urgency and attention. Positioning, storytelling, and empathy is everything

Intake and even some workflow automation is included functionality for many existing technologies. However, despite the same label, it is limited to only that technology and type of use-cases. A Legal Intake & Triage system is more universal and distinct. It sits in front of your existing technology stack and integrates in. This ensures full coverage of all types of requests coming into the legal department as well as providing the full picture on request data.

There are some pretty incredible consultancies in the market that live and breathe workflow design and implementation best practices. You don’t have to go at it alone. Speak with us and we can make some introductions.

More Resources

Level up your in-house legal team's service request management.

Overview

Challenges

Implementation

The Untapped Power of Legal Ticketing Systems for In-House Teams
Navigating Matter Management Software & Intake and Triage
Why Legal Teams Should Automate Legal Intake and Triage
Evaluating the Best Legal Service Request Management Software for your Company

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