It is vital for law firms that they have both the lawyers (and other employees) and the resources to deliver legal services in an efficient and profitable way. New technical developments appear to herald a new era of efficiency that reduces the time lawyers spend on some tasks, particularly those that have traditionally been carried out by trainees, creating opportunities for reducing costs. Legal companies are highly reliant on efficient account & case management processes in order to provide quality customer service. The pace of change is speeding up with traditional business models being challenged.

Challenges we typically see:

  • The need to rapidly sift through large volumes of information (statute law, precedent, evidence and other data) to identify the important information needed to advise customers effectively.
  • The move away from hourly rates and towards fixed fee pricing means margins have to be carefully protected from overworking accounts and unnecessary costs.
  • Technological change means changes to operating models, culture and underlying architecture. To be agile and flexible enough to meet ongoing changing regulatory demands, the business has to be fully mapped and the processes need to support the speed and scalability required to handle large transaction volumes.
  • Dated organisational structure has to match the future digital strategy for growth to be achieved.
  • New entrants are disrupting the industry, adding pressure onto established players.

Legal Processes

High Level Processes

Your processes have to align to your business model and are the way things get done within your organisation. Your processes impact your entire business so they need to reflect your strategy and and your why. Your processes should be treated as living organic things with regular reviews to check they’re still working effectively and efficiently.

Customer Processes

Insurance Processes - CUSTOMER

Client on-boarding:

  • Attract
  • First Contact
  • Value Conversation
  • Template Client Agreements
  • Set-up Client in Case Management System


  • How you answer calls and contact
  • How change requests are handled
  • Steps for renewing customer agreements
  • Processing/setting up new services
  • Processing cases

Release and Off-board:

  • When a client says they want to leave
  • ID clients who are not a good fit
  • Data archiving


Services Processes

Insurance Processes - SERVICES

  • Develop new services
  • Deliver services to customers
  • Release old services which are no longer required
  • Improve existing services

Team Processes

Insurance Processes - TEAM

  • Attract new employees and onboard
  • Interact with HR processes
  • Educate and grow
  • Release and off-board

Organisation Infrastructure:

Insurance Processes - ORG

  • External regulatory and Compliance
  • Legal
  • Sales
  • Marketing
  • Procurement
  • Finance
  • IT
  • HR