Legal Service Request Workfow Automation – Bringing New Value and Efficiencies to Legal Departments

Corporate law departments are known for doing an incredible job providing expert legal and strategic advice to their internal clients, often with minimal staff and budget. However, many legal departments achieve their objectives without technology tools to support the intake and management of work. Typically, attorneys receive requests via phone and email, put reminders on sticky notes, and then answer via email. All of this is difficult to track and leaves internal clients wondering about the status and progress of their requests.

You may have thought that there has to be a better way to streamline this process- some way to increase efficiency and decrease response time, to enhance collaboration and improve communication. The Legal Service Request application (LSR) does just that, streamlining and automating requests so that they are routed to the  legal staff in the most resourceful manner possible using technology.

Improving Processes

LSR also enables attorneys to work more efficiently, manage workloads more effectively, and improve communication with internal clients. Additionally, LSR enables practice area leaders to better manage resources and glean key insights via Key Performance Indicators (KPIs) and other benchmarks.

These operational improvements are possible because LSR provides tools to help with each step of the process, from request through resolution. Individuals from anywhere in the organization can submit requests for legal services and support to their in-house counsel by simply filling out and submitting an online form. Once the request has been captured in the application, the request is then assigned to an attorney and the status is automatically updated. This triggers a notification to the requester so they know that their request is moving through the process. When the request changes status, the user can see this in their request view. LSR is also easily configurable to include additional email notifications for any status changes, according to the client’s preference.

Attorneys can often fully address the need and mark the request as completed in the system depending on the type of work being requested. For more complex issues, the request can be converted into a matter that outside counsel can be assigned to. This integration with the leading ELM systems, Passport® and TyMetrix® 360°, also provides scalability that makes LSR appropriate for use in growing legal departments as well those in the largest corporations.

Managing More Effectively

In addition to the benefits LSR brings to internal clients and attorneys, legal department management can also improve their effectiveness by using LSR. The application offers several preconfigured dashboards, which users can take advantage of immediately without the need for complicated report design and setup.

With LSR, the client can track all of their service request data and define KPIs to answer questions that help the department leadership better manage its work. Examples include:

  • Which practice areas receive the most requests?
  • How frequently are these requests made?
  • How much do these requests cost?

Because different legal departments have different reporting needs, LSR also supports custom reports that can be created to supplement the out-of-the box options. This flexibility means that there is virtually no limit to the types of analytics that you can drive using the reporting tool.

While other Enterprise Legal Management companies offer legal service request features, LSR’s robust functionality is unmatched. Point-based solutions, for example, lack a matter management integration component and can’t provide LSR’s depth and flexibility of analytics. With features that support process improvements, driving down of costs and increasing productivity, the Legal Service Request application sets the standard for excellence in the Enterprise Legal Management industry.

To learn more about optimizing your legal department service processes, visit ELM Solutions Legal Service Request .


About The Author

Lee Matthews

Lee Matthews is the New Ventures Strategy Director at Wolters Kluwer ELM Solutions, working directly with customers to understand their goals and bring to market new products that help them address their challenges. A member of the product management team, he leverages a blend of business development, technological, and legal expertise to expand the ways in which ELM Solutions engages with customers to help them achieve their organization's business goals.

Lee has been with ELM Solutions since 2009 and was previously a member of the professional services department, where he worked as a strategic consultant with clients. Prior to joining ELM, he was a private wealth advisor to high net worth individuals at Bear Stearns & Co. In addition, Lee is an adjunct professor at the Springfield College School of Health, Physical Education & Recreation. He received his Bachelor of Arts degree from Boston University and his Juris Doctor degree at Western New England College School of...