Challenge
- The increasing volume of new matters each month was becoming difficult for the company to manage effectively
- The majority of effort on each matter was on the front end and non-legal in nature (e.g. file set up, preservation notice distribution, document collection and logging, file organization, and interview scheduling)
- Responsibility for early investigation and preparation was decentralized. Teams each applied their own,
often ad hoc, processes - These processes could be overseen by any of a number of vendor or internal resources. This resulted in poor stakeholder engagement and inconsistent handling of matters
Solution
- Elevate established a team of highly experienced litigation paralegals
- In month 1 the team was assigned new pre-litigation matters, engaging with key stakeholders to progress the work. The team worked closely with internal and vendor resources to build their understanding of requirements, culture and priorities
- From month 2 onwards the team was assigned existing/backlog cases, reviewing current matter status, progressing matters based on the redesigned SOP
- Service utilization was critical to the rapid pace of implementation. Our team engaged customer stakeholders from the outset to build the reputation of the team and get buy-in for the process standardisation
- The team also worked collaboratively with customer’s Legal Tech Team, to design and implement automation, including the creation of an AI supported matter referral form to streamline outside counsel engagement process
- Notary support was identified as a process bottleneck, our team provided ongoing additional public notary expertise as overflow support
