Chapter 3
Emphasis and Overlooked Areas in Legal Tech
Streamlining Legal Departments: Enhance operations with intake, triage, service management, and workflow automation technologies...
CHAPTER 3: Intake, Triage and Service Request Management & Workflow Automation in an Unbalanced Market | checkbox.ai
It is undeniable that the emphasis of external matter management systems and e-billing & spend management is founded; they play strategic and valuable roles within the legal function. However, while these platforms have earned their reputation in helping to streamline processes and bolster efficiency, the crucial focus on intake, triage, service request management and workflow automation technologies remains disproportionately sidelined. The underappreciation of intake, triage, service request management and workflow automation technologies overlook the fundamental essence of the legal profession: its commitment to service, accessibility and moving the business forward.
The gateway to meaningful interactions with the business and problem-solving lies within the intake and triage processes. A lack of emphasis on these technologies that enhance that process neglects where relationships are fostered and legal is trusted as an invaluable asset to the organization. By ignoring the importance and value of these technologies, the legal profession risks missing opportunities to promptly address the needs of business users needing to leverage legal services. It's important to recognize that these technologies are not just about enhancing efficiency; they help to bolster a commitment to accessibility and timely support, and above all, demonstrating legal’s impact to the business.
Other Resources:
Creating a Legal Front Door: Intake and Triage as the new “Must Have”
Beyond Cost Center: How Legal Teams Can Deliver Business Value Through Streamline Service Request Management
Unveiling the Power of Legal Workflow Management Software for Legal Departments
Moreover, the integration of intake, triage and service request management technologies complements and elevates the functionality of other ancillary or workflow-specific capabilities especially for legal teams who are more mature. They act as the foundation upon which these other technologies stand, fortifying their effectiveness and augmenting their impact.
In today’s ever evolving business landscape, the legal department is at risk of losing touch with the people-centric side of their profession without the proper legal technology in place to assist them. It is more than just handling contracts and other legal documents; it is about helping business users in navigating complex issues and finding resolutions to their legal requests. And put simply, legal deals with more than just contracts.
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