Legal intake, triage, and coordination is the process of receiving, triaging, managing, and resolving matters and legal requests from business customers.
An optimized legal intake, triage, & coordination process ensures that every legal request is handled as effectively as possible and every member of the legal team is spending their time focused on the things that maximize their skillset and value. This improves the speed & agility with which legal teams can support the business and maximize customer satisfaction.
To achieve the results above, the following sections of the process need to be included and optimized.
Gather requests from all the sources of intake across the organization including forms, emails, chat, or other systems. Collect available information for the request and automatically enrich the information using available data sources (such as Workday).
Business customers can submit requests to legal using the tool or channel that is most comfortable to them, rather than forcing everyone into a form. At the same time, the legal team does not need to manually monitor all the various channels in order to accept incoming requests, instead, having a unified view of requests from all sources and teams.
Triage the incoming request to understand its details (i.e. type, risk-level, priority, etc.), collect additional details by following up with the original requestor, and route to the appropriate legal resource.
Save legal ops team members 2-3 hours per week manually triaging incoming requests to the legal team while ensuring every request gets to the right legal team based on the details of the incoming request, such as area of law, location, urgency, and more.
A single dashboard to monitor every request to the legal team with real-time visibility of key details like status, due date, assigned owner, and any other related data points. Report on critical KPIs such as types of request, location of requests, area of law, request handling time, and more to identify key opportunities for improvement.
The legal team has full visibility into every request to ensure timely and proper handling of each request. Additionally, legal operations can quickly identify bottlenecks or areas of improvement in how the legal team is operating to increase efficiency and effectiveness.
Auto-handle requests that can be handled, including automatically deflecting questions that are out of legal's jurisdiction (i.e. personal legal matters, etc.) and responding to routine, high-volume requests like NDAs, SOWs, etc.
Attorneys, paralegal, legal operations, and other legal team members can spend time on the requests or matters that require their attention while automating the rest. By doing so, the legal team is able to scale to handle more requests from the business without adding headcount or increasing spend on outside counsel. Additionally, routine requests can be handled nearly instantaneously, increasing the average turnaround times for legal requests.
Route requests to the right legal team member based on the request type & area of law. Track progress of each request and proactively follow-up with the legal team member to understand the latest status.
Each request or matter gets to the right attorney in an efficient manner, reducing back-and-forth and improving overall efficiency.
