Legal Intake & Triage

Enable self-service and centralise the matter intake process with standardised, automated triage by creating a legal front door

The Challenges

In-house legal teams are faced with the challenge to do more with less, so getting caught up in the matter intake process is one of the poorest uses of time. Legal requests come through via multiple unstructured methods including phone calls, emails and face-to-face conversations, with 87% of requests via email. Incoming information is often incomplete and uncentralised, causing rounds of communication to clarify information gaps. This creates difficulty in progressing the request, prioritising importance and identifying potential risk to business. Further, business users constantly seek updates on their legal request as they have no real-time visibility over the status.

How Checkbox Solves Legal Intake & Triage

Challenges

How Does Checkbox Address It?

Business users are unsure of where to request legal advice and document templates and turn to emails and phone calls to the legal team.  
 
For the legal team, this manual collection of information around the situation is time-consuming and repetitive. 

Checkbox builds smart, dynamic forms with complex rules and decision-tree logic, empowering business users to self-serve and provide complete and accurate information the first time round, without requiring input from the legal team. 

Re-keying information into multiple systems, such as matter management or document management systems is prone to human-error and time-consuming. 

Checkbox solutions complement most third-party systems to effortlessly fit with the existing tech stack through integrations which eliminates re-keying of information.  

An unstructured request process creates difficulty in prioritising and understanding the priority and risk of the request.  
 
Further, there’s an uneven distribution in the work assigned as requests can often go to the wrong lawyer or be assigned in a way that results in one lawyer taking on more work than the others. 

Automatically prioritise and determine a priority and risk weighting to legal requests and use workflow automation to ensure the correct lawyers are assigned to the request. 

Increasing pressure to deliver more output with the same resources, whilst maintaining quality of service. 

Enable business users to self-serve bespoke advice and document generation without engaging with the legal team. This frees up the legal team’s time to focus on high-value work which require expert decision-making and judgement. 

Business users constantly seek updates for their clients as they have no visibility over their request status. 

Track the real-time status with Checkbox dashboards where information such as approval status with timestamps can be displayed.   

The legal team has minimal visibility over the types of legal service requested, the volume of work, and the importance and potential risks of requests. 

All legal requests are recorded with full audit trails, and insights can be drawn over time with the Checkbox dashboard. 
 
Further, any data and documents generated can be sent to store in other document repository systems such as Google Drive, SharePoint, iManage, or NetDocuments. 

How Does Checkbox Automate This?

1. Business users access the self-serve tool from their company portal:

A URL can be embedded inside the company portal where users decide the topic of their legal request.

2. Business users are guided through as they provide information around their request:

Smart forms with on-screen guidance enables a self-serve but intuitive experience for business users to provide necessary information to self-serve advice and document generation, e.g., type of document required, current agreement to terminate or update.

3. Business users receive personalised links to resources and documents:

Built-in decisioning logic determines the legal advice given, and compliant-by-design documents are created inside Checkbox.

4. Checkbox automates any escalation workflows to the legal team:

Based on user input, Checkbox determines whether expert decisioning from a lawyer is needed, and which lawyer is the most appropriate.

5. Checkbox automatically directs users to the correct tool, or for more complex matters, creates and assigns a matter in matter management systems:

These can be Checkbox Apps (see more in our  App Template Gallery) or from internal resources. 

6. Track the real-time status of all legal requests:

Business users can track the real-time status of their legal request. The legal team can analyse the types of requests and volume of work.

What’s the Return on Investment?

  • 13,000 requests funneled through LIT in 9 months 
  • Saved roughly 6,500~13,000 hours legal team time 
  • Application went from idea to deployment in just 8 weeks  

Benefits

  •  Faster turn-around of service requests and enable self-serve 
    Provide an intuitive, self-service tool for business users to minimise the time required by the legal team to collect data and generate documents, allowing a re-focus on higher value work.
  •  Ensure compliance and consistency of advice 
    Through rule-based generation of advice and documents, the quality of service provided is standardised and compliant-by-design. 
  •  Effortlessly re-use data in downstream systems 
    Avoid re-key inefficiencies by automatically storing data and documents in third-party document or matter management systems. 
  •  Business users can self-track request status 
    Enable business users to track the status and save time through automated notifications as their legal request moves through its stages. 
  •  Improve maintainability  
    Through no-code, the solution can be easily modified to reflect the types of legal requests asked, and customised to suit the organisational needs. 
  •  Gain visibility over legal requests 
    Track the type and volume of service requests to measure operational efficiency and potential risk. 

Key Features

  • No code app builder & studio
  • Smart and dynamic forms
  • Decision-tree logic
  • Document automation and generation  
  • Automated email notifications
  • Integrations with third-party systems
  • Tailored dashboards to view analytics and track progress

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