The legal industry is facing a quiet but significant shift in how firms handle document processing and administrative support. The once-popular on-demand model, where freelance professionals or external providers complete overflow work as it comes in is rapidly falling out of favor. And for good reasons. 

Why on-demand is no longer working 

 Law firms operate in a world defined by precision, security, and accountability. On-demand document processing, while appealing for its flexibility, is increasingly viewed as being misaligned with those needs. On-demand services come with serious limitations: 

• Inconsistent quality control 
• Unsecured systems and devices 
• Limited knowledge of firm preferences and protocols 
• No performance metrics or reporting 
• Potential confidentiality risks and conflict of interest exposure 

Simply put, this model no longer fits the risk profile or operational expectations of today’s law firms. 

The shift: From convenience to control 

Across the industry, firms are moving toward centralized, embedded support models, where teams are dedicated to a specific firm, integrated into its environment, and trained on its standards. According to the 2025 Legal Workflow Leadership Report: 

• 75 percent of firms are adopting centralized support structures. 
• 90 percent have already restructured or introduced new support roles in the past year. 

The results? Increased control, stronger compliance, and higher-quality work output. 

Why centralized support delivers more value 

Dedicated teams embedded within a firm not only complete tasks but build institutional knowledge and help sustain it long-term. They learn formatting standards, attorney preferences, practice group nuances, and firm-specific workflows. Over time, they become true extensions of the in-house team. This leads to: 

• Faster turnaround times 
• Lower rework rates 
• Tighter alignment with branding and tone 
• Reduced risk of error or breach 
• Greater attorney confidence and collaboration 

It also provides operational intelligence. With centralized intake systems, firms can track request types, monitor resource usage, and identify workflow inefficiencies, all in real time. This data empowers smarter staffing decisions, better budgeting, and more strategic 
planning. 

What’s really at stake 

On-demand support may still feel convenient, but it’s no longer sufficient. Legal operations are evolving, and firms are expected to deliver more precision, more transparency, and more efficiency, while managing risk. That can’t happen when support staff operate outside the firm’s infrastructure and oversight. By contrast, centralized support models: 

• Protect client confidentiality 
• Integrate with firm systems 
• Support strategic resource planning 
• Provide consistency in output and service 

Most importantly, they allow firms to treat support functions as part of their long-term strategy, not just as a cost to manage. 
 

Final thoughts 

The decision to move away from on-demand support is no longer about preference, but about performance. In a hybrid, data-driven legal environment, centralized, secure, and accountable document processing is simply the best practice for the future. 

How Epiq Helps Firms Make the Shift 

At Epiq, we understand that transitioning away from on-demand support models is not just about staffing,but about rethinking how work gets done across the firm. That’s why our approach always begins with a comprehensive assessment of the firm’s current support structure, including pain points, workflows, coverage and skill gaps, technology alignment, and risk factors. 
 
From there, our experts provide consultative guidance to identify the root causes behind any identified inefficiencies. These could be anything from disjointed task delegation, poor turnaround times, or inconsistent document quality. Once we understand them, we can develop a tailored solution that fits the individual firm’s operational goals and culture. 
 
Firms can then choose to implement these solutions with their internal resources or partner with Epiq to fully execute the transition. Our capabilities span across document processing, billing support, administrative assistance, and even marketing support functions that traditionally have been less frequently outsourced but are now ripe for transformation. 

With over 25 years of experience, Epiq has guided some of the most  respected Am Law 100 firms through this shift, helping them design and  deploy embedded support models that are secure, scalable, and aligned with firm strategy. 
 
Whether you need us to consult, implement, or fully manage the  solution, Epiq delivers value beyond task execution as a strategic partner invested in your long-term operational success.