5 Must-Have Workflows for Legal Operations, Part 5: Legal Self-Service Request Portal
Do your legal team members waste valuable time responding to ad hoc questions from individuals across the organization? It’s not an uncommon issue.
Legal departments can get hundreds and thousands of legal services requests. Hours of follow-ups and repetitive, copy-pasted answers, or even unanswered requests, plague legal teams everywhere.
The consequences can, for lack of a better word, be brutal for all concerned. Clients become frustrated when their requests are routed to the wrong person or place, when they receive responses lacking adequate information, or if their requested feedback is just taking too long. Staffers are simply inundated with requests that consume valuable time.
Plenty of these questions could be solved with an FAQ, if the FAQ could respond differently depending on the factors in question. So what’s the solution?
Benefits of a Self-Service Request Portal
An easy-to-use self-service portal for different types of common legal requests, built using automated workflows, is the answer.
As an individual keys in their particular request, the workflow ensures that specific, customized questions appear in response to their actions, so that triage can happen automatically. Nine times out of ten, the requester can be automatically shown the correct answer, the appropriate template to use, or the company policy.
Tracking and auditing of the request and fulfillment process is automated too, driving better governance and compliance.
And to handle the exceptions that always seem to pop up? They can automatically be triaged through a pre-approved process, ensuring compliance, speed, and no sweat.
The result is that you increase your legal teams’ efficiency by reducing the time spent on manual tasks. Notifications and alerts can be dispatched to process participants and stakeholders at pre-designated points throughout the intake process. Automating the portal means your team can focus on more valuable tasks, leading to greater productivity and happier employees. It also reduces errors and accelerates service.
“Adopting workflow automation got us closer to our internal corporate partners, so we understood their processes and their pain points. It created so much efficiency so quickly that Legal Ops looked like real innovators.”
Chief of Staff / Director of Legal Operations
A self-service request portal drives greater efficiency, accountability and a superior user experience for the legal department and business partners. Want to see it in action? It’s time to cut out the middleman for direct, immediate results.