The Current Legal Request Experience for Business Users

Understanding the Business User's Perspective

IDENTIFYING PAIN POINTS IN ACCESSING LEGAL SUPPORT | checkbox.ai

Understanding Business Users' Challenges

To understand why businesses require an automated legal intake and triage tool, we must first understand how business users currently engage with legal departments and the associated pain points.

Business users find it difficult to find the appropriate legal resources.

There are so many policies and processes that are fragmented across different sources of information. Even when a business user finds the correct information, they are often discouraged from the walls of text that they need to read through. This is why business users find it easier just to reach out to lawyers directly.

Business users use inefficient channels to make legal requests.

The most common methods of requesting legal services are manual and unstructured. These include emailing, calling, or catching a lawyer in the hallway or at their desk (see poll results below). Due to the unstructured nature of these channels, there is often unnecessary back and forth which is time consuming for the business user.

Business users experience a long turnaround time from legal.

Due to the demanding volume of requests, business users are added to the legal service queue and frequently experience long wait times before their requests are addressed. This creates a bottleneck for the business, preventing them from progressing with their work and deals as they wait for the legal team to complete their requests.

% Business user-lawyer engagement