The Current Status-Quo
Checkbox investigated various legal operations professionals on their current intake & triage systems and practices.
Recently, Checkbox issued a survey for legal operations professionals from companies including Equitable, Panasonic, Baxter and The New York Times, on their current intake & triage practices.
The findings show that many teams sit at Stage 0 of maturity with 47% handling legal requests from adhoc, unorganized channels. It is worth noting that while only 21% have an automated triage system (Stage 3-4), a total of 79% indicate using various forms of manual triaging (Stage 0-2). The same 21% also report to having better intake, better triage processes, and greater visibility.
A majority of 68% report high levels of importance in solving their existing intake & triage workflow. Yet such recognition of its importance has not necessarily translated to high levels of urgency - with only 21% taking active measures to improving their current intake & triage workflows.
The disconnect comes from understanding the available solutions and knowing what a better service request management model looks like. Being able to identify the quick, small wins for improvement and progressing between stages of maturity is key.
Are you ready to elevate your legal service delivery?