Our customer, a travel and technology leader, needed greater control and efficiency in managing high volumes of legal ops requests.

Challenge

The legal operations function was managing a high volume of fragmented communication with limited structure or visibility:

• Over 200+ monthly emails from law firms and internal stakeholders, with no standardised intake or tracking
• Inefficient triaging, resulting in delays and misrouted queries
• Absence of performance metrics to identify trends or improvement opportunities
• In-house counsel burdened with operational queries, limiting time for substantive legal work
• Duplicate outreach from law firms and vendors to multiple stakeholders, creating inefficiencies and misalignment on ownership

Solution

• Designed and deployed a centralised legal ops service desk, supported by a global delivery model
• Conducted a two-month pilot to analyse volumes, query types, and workflow gaps
• Established a single point of contact via a centralised inbox to streamline intake
• Implemented a structured triage methodology to prioritise, route, and track requests efficiently
• Deployed a global support model across India, Europe, and the US to ensure continuous coverage
• Introduced monthly reporting to track volumes, request types, and performance metrics