CASE STUDY Global Am 50 Law Firm | United States
Challenge
Multiple redundant support teams, unclear intake paths, and overload of low-value tasks on LAAs’ desks led to slow turnaround and frustrated requestors.
Objective
Consolidate AP/AR, document processing, and specialized administrative support into a single, high-performing Legal Support Suite with clear branding and streamlined request workflows.
Initial State
- Support was fragmented across three separate teams, causing duplicated effort and confusion.
- Only 47% of requests were routed correctly on first attempt; requestors often bypassed the system.
- LAAs and attorneys were self-servicing basic tasks, reducing billable capacity by an estimated 35%.
Epiq's Approach
Workflow Analysis & Focus Groups
- Conducted on-site workshops with AP/AR staff, document processors, and LAAs to map current intake routes and pain points.
- Quantified hand-offs and turnaround delays across 250 weekly requests.
Solution Design & Rebranding
- Created the “Legal Support Suite” brand, unifying all services under one intake portal and single SLA.
- Developed user-friendly collateral outlining submission steps, expected turnaround, and escalation protocols.
Change Management & Launch
- Rolled out a week-long roadshow: live demos, meet-and-greets with support operators, and testimonial videos from early adopters.
- Embedded short feedback surveys in every returned deliverable to build continuous improvement loops.
Results and Benefits
After Epiq
First-Touch Routing increased from 47% to 92%.
Request Turnaround Time reduced from 3.2 to 1.1 days.
Requestor Satisfaction increased from 55% to 88% positive.
Attorney-Performed Tasks reduced from 35% of tasks to 8% of tasks.