The absence of a streamlined system poses challenges for legal teams aiming to scale their resources and impact company growth exponentially, as opposed to a linear progression. To address this issue, legal departments can benefit significantly from the implementation of intake, triage and service management software. These tools play a pivotal role in revolutionizing the way legal requests are handled, offering efficiency gains and seamless access to legal services.
In essence, this software acts as the digital front door for businesses seeking interaction with legal teams. Regardless of the preferred communication channels, such as Teams, Slack, or email, these platforms provide a unified interface for efficient request handling. For legal departments serving as the primary resource for business users seeking guidance on various operational matters, the integration of such software becomes indispensable.
A notable case study highlighting the transformative impact of this technology is Woolworths Group, Australia's largest company and retailer. Woolworths strategically implemented intake and triage, incorporating a self-service approach that led to the development of an efficient service delivery model. The result was an impressive 80% reduction in manual, repetitive tasks for their legal team. Importantly, Woolworths' intake and triage solution facilitated the pre-population of essential information, optimizing the allocation of matters to lawyers based on their expertise and availability. This not only enhanced overall efficiency but also ensured that each case was directed to the right professionals, thereby optimizing the legal team's performance.