Progressing from Legal Maturity Stage 0 to Stage 4
Taking the steps to move up intake & triage maturity can be daunting, so we’ve shared some of the necessary actions to help you.
It’s clear that streamlining service delivery can enable legal teams to drive impactful change to the business. Yet many organizations struggle to level up their digital maturity – let alone taking the first step towards process improvement.
Taking the necessary steps to move up in intake and triage automation maturity can be daunting, so we’ve shared some of the necessary actions needed to increase your maturity from your current stage.
Create a centralized location where business users can submit legal requests and inquiries e.g. Slack channel or email inbox designated for legal.
Direct business users to a dedicated channel for submitting their requests.
Appoint someone within the team to triage requests to the appropriate lawyer to fulfill.
Instruct business users on the structure of their request for completeness of information and to minimize confusion for lawyers.
Establish a set of intake questions used to qualify and understand business requests when engaging the legal department, and consider exceptions.
Design controls and field validation to ensure accuracy and quality of intake information.
Decide how and where the business can make service requests, ensuring an intuitive and easily understood access point such as an internal intranet portal.
Establish a cadence of reviewing request data and define the manual workflow of tracking requests and work-in-progress.
Improve request forms to move from “one-size-fits-all" to having specific and responsive questions based on the type of request and information provided.
Define your work allocation methodology, based on lawyer capacity, lawyer expertise, type of request, complexity of request, product type etc.
Design the notification rules and content for stakeholders, including new assignments to lawyers and progress updates to business users on the status of their requests.
Embed the request experience deeper within existing business user workflows to drive adoption by integrating intake with existing enterprise systems and workflows (e.g. Salesforce)
Define the key metrics and management dashboard you need to gain visibility over requests and monitor performance (SLAs).
Review low-risk and low-strategic value, recurring work and define your risk framework (e.g. monetary thresholds) to decide the types of work that requires lawyer attention vs work that can be addressed through self-service and automation.
Prepare your templates, knowledge base, and draft your process maps for self-service and automation workflows.
Define your master set of metrics for automated workflow data.
Extend your intake and triage system to direct to self-help automation tools in addition to the allocation of requests to lawyers and other existing resources.
Integrate your workflows with the rest of your tech stack including document management, matter management etc.
Establish a feedback and NPS system for business users to rate legal’s service delivery for continuous improvement.
Are you ready to elevate your legal service delivery?
See how Checkbox can help you:
Gain visibility and control over requests and operations
Reduce the burden of manual, administrative work
Spend more time on complex matters & strategic initiatives
“One of the biggest use cases we have for Checkbox at Telstra is our legal intake and triage portal… it was really simple and clean and removed tonnes of effort from the legal team.”