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Case Study

Legal Operations

Software-Powered Legal Operations Service Desk Boosts Productivity by 75% with Significant Savings

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The customer needed to streamline service desk intake and output by adding tech-enabled capabilities.

Challenge

  • Volume of service desk inquiries increased by 50% month-over-month
  • Manual tracking and follow-up of inquiries was inefficient and error-prone
  • Time-consuming triage and collaboration processes
  • Metrics took time to create every month due to limited visibility
  • Tracking via email was ineffective, and inconsistent inquiry data led to multiple follow-ups

Solution

Implemented a service desk online portal to:

  • Centralise the intake of inquiries through a web form
  • Simplify inquiry data collection points from the customer
  • Automate metrics and provide real-time insights

Impact

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Productivity Surge: Increased service desk team capacity by 75%, an average of 190 inquiries per month

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Enhanced Efficiency: Eliminated manual tracking and data entry tasks, freeing up two full-time-equivalent (FTE) positions and generating annual savings of $120K

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Improved Decision-Making: Real-time metrics provided valuable insights into inquiry trends, enabling transparency and data-driven process improvements, training, and optimised supplier management

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Collaboration: Automated notifications and follow-ups on pending inquiries allowed the team to collaborate and triage/solve multiple tickets

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