Legal intake, triage, & coordination is the process of receiving, triaging, managing, and resolving matters and legal requests from business customers.
An optimized legal intake, triage, & coordination process ensures that every legal request is handled as effectively as possible and ensures every member of the legal team is spending their time focused on the things that maximizes their skillset and value. This improves the speed & agility with which legal teams can support the business and maximize customer satisfaction.
To achieve the results above, the following sections of the process need to be included and optimized.
Gather requests from all the sources of intake across the organization including forms, emails, chat, or other systems.
Triage the incoming request to understand its details (i.e. type, risk-level, priority, etc.), collect missing information, and route to the right legal team.
Report on critical KPIs such as types of request, location of requests, area of law, request handling time, and more to identify key opportunities for improvement.
Auto-handle requests that can be handled, including questions that are out of legal’s jurisdiction and routine requests like NDAs, SOWs, etc.
Route requests to the right legal team member based on the request type & area of law. Track progress of each request and proactively follow-up with the legal team member to understand the latest status.