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CASE STUDY  Global Am 50 Law Firm  | United States

Improving Workflow Agility for Am Law 50 Firm


EPIQ SOLUTION


Business Transformation

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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.