Capturing legal requests is not about reserving a place in a virtual queue. A well thought-out legal intake form should immediately make life better for lawyers and business users clients alike i.e.
- business users know exactly what information to provide (and find it easy to do so);
- legal users receive requests that are complete and accurate; and
- both save time that would otherwise be spent chasing/responding to requests for further information/clarifications before work can start.
A customisable intake form also offers the opportunity to collect useful data beyond that which is strictly necessary to create/respond to that specific ticket.
This might be data with a legal relevance (category of counterparty, jurisdiction, relevant contractual values) but might equally be more commercial/strategic in nature e.g. documenting which product/service lines the requests relate to.
Of course, this is only possible if the ticketing process is part of (or at least feeding into) a system that is capable of tracking and storing this information in a useful way.
Finally, even if your legal intake solution ticks all these boxes , a ‘no ticket, no support’ is neither desirable nor practical in an in-house legal environment.
As a result, any system or solution you put in place must also be able to accommodate requests arriving via other channels without adding friction / siloes back into the process.
At Tabled, this is handled via seamless integrations with channels such as Outlook, Gmail and Slack