Guide to successfully implementing legal service request management

Your Guide to Successfully Implementing Legal Service Request Management

February 22, 2024

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Today, businesses are requiring increasing amounts of legal support, pressuring legal teams to not only deliver high-quality legal services reliably, but to perform their daily workflows and tasks more efficiently and effectively than before. However, workloads continue to grow despite resources not scaling accordingly to meet that increase and achieve company goals.

With intake and triage technology, turnaround times are improved, as business users can self-serve tasks such as document generation, approvals and advice. For legal teams, better intake and triage ensures the lawyers are always working on tasks that are high value and best suited to them, whilst unlocking visibility and reporting on the volume, type, and status of requests from intake through to resolution. The best way to streamline the legal service request process is by implementing workflow automation to route and direct request with full visibility across the legal team. Here, we explore some ways to successfully implement legal service request management below:

Identify the legal department's needs: Before implementing legal service request management technology, it is essential to identify the specific needs of the legal department. What types of legal requests are common? What is the volume of requests? What are the pain points of the current intake & triage and request resolution process? What is the main problem that I'm trying to solve? Gathering this information will help in selecting the right technology and customizing it to meet the specific needs of the legal department.
Choose the right technology: Selecting the appropriate legal service request management tool can make a world of difference for your legal team. With competing technologies on the market, choosing the right technology can be a daunting experience, but there are a set of specific questions to ask yourself when evaluating the best legal service request management software. For example, ask yourself questions like:
- What features am I searching for and what does each unique platform have to offer?
- What are the factors I should consider when evaluating different software?
- Which legal technology can solve my intake and service request management requirements?
- How will I know if the platform I choose adds value to my team?
Identify potential objections or change management: As with any technology that involves and brings benefits for not just the legal team, but for the wider business, there are concerns often associated with implementing such a system. Some concerns include the risk of losing personal touch from legal or the heavy change management lift in changing business user behavior. In this blog, we dive deeper into this and address how to overcome the objections from the business, so that you can unlock more value and happiness for your organization.
Define workflows and processes: Before implementing the technology, it's important to define the workflows and processes that will be used to manage legal requests. This includes defining your organization’s specific steps for intake, triage, and resolution of requests, as well as the communication protocols with internal stakeholders and external partners.
Train the legal team: Once the technology is selected, it's important to provide awareness and training to the legal team on how it will affect processes and activities. This will help ensure a smooth transition and prevent any confusion or errors during the implementation process.
Test and refine the system: After implementing the technology, it's important to test the system thoroughly and refine it based on feedback from the legal team and other stakeholders. This will help ensure that the technology is working effectively and efficiently, and that any issues are addressed promptly.
Monitor and evaluate performance: Once the system is up and running, it's important to monitor and evaluate its performance regularly. This includes tracking key performance indicators such as response times, resolution rates, and customer satisfaction, and using this data to identify areas for improvement and adjust as needed.

Learn More

Curious to learn more about how to facilitate successful implementation of your legal service request management technology? Schedule a meeting with us to get insights and advice for successful implementation, and see how other legal teams from Coca-Cola Europacific, BMW, Telstra, Woolworths and more, have succeeded.

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