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3 ways New Technologies are changing Enterprise Legal Operations

In today’s global economy, it is more important than ever for organisations to have a legal team that can operate effectively. In the past, this was accomplished by having in-house lawyers with deep expertise and limited resources at their disposal. However, these days many companies are turning to new technology to help them quickly improve Legal Operations in their organisation.

Here are 3 ways ServiceNow Legal Service Delivery technology can help improve legal departments speeding up tasks that were previously time-consuming or expensive.


Streamline Customer Intake

In the past, most legal intakes were handled manually. Typically requests are processed by an incoming email sent to an individual, email with attached PDF Form, or tracked on a Spreadsheet. These tasks can be accomplished remotely via Intake Forms on self-service portals or even live chat support with today’s technology.

Using pre-defined self-service intake forms speeds up outcomes and improves the service experience. These systems can also allow requesters to see the status of requests eliminating the need for updates or back and forth communication loops that can be time-consuming.


Increase Efficiency

Digital Transformation has increased the volume of demand on today’s Legal operations. Legal teams have become more holistic in business outcomes. Whether it’s the need to bring new products to market, create new partnerships, or even help shorten sales cycles, the Legal team is instrumental in delivering the outcomes efficiently.

New technologies can help organisations improve efficiency while also increasing service quality in various ways. Self-service intake forms (mentioned above), digital workflows that allow requests to be routed to the right team, effective collaboration, productivity improvement, analytics, and reporting.

It is important to note that these new technologies are not replacements for having a legal department but rather a means to streamline operations and decrease.

Better insights with Dashboards

One key to better business outcomes is having data. Data can help organisations understand what is working and what can be improved in legal operations. It also helps organisations identify if they are on the right track or off-course in meeting their business goals.

Dashboards have been around for a while but have been used more in Marketing and Supply Chain. The best digital dashboards are the ones that provide insights into the big picture of what is happening without being too granular. These dashboards can be customised to show metrics that are important to you.

Monitoring key data points will help organisations identify any gaps in legal operations and improve their business outcomes.


The organisation’s legal team is instrumental and important in moving the business along. If the team is feeling the pressure to deliver faster while not becoming a bottleneck while reducing risk but is struggling to keep up with those demands, reach out to us. ServiceNow’s Legal Service Delivery solution might be right for you if you identify with any of these bullet items:

  • No visibility into the legal workload, resourcing
  • Repetitive & basic queries done by legal
  • No audit trail
  • Manual, siloed tools that impact response time

Did any of those things stand out to you? If so, we can assist in looking at how to best improve your legal operation from a technology and workflow standpoint.

Let’s talk about how we can make things better for your business!