The challenge

Nillion’s small legal team was being pulled in every direction. Requests were landing through Slack, email, document comments and calls, with no centralised place to track, prioritise or manage the work. As a result, the team was stuck in a reactive mode, spending too much time chasing information and juggling requests, with a risk of matters slipping through the cracks. They wanted a structured, scalable way of working, but without the cost and disruption of buying new legal tech.

What we did

We brought together a multidisciplinary team spanning legal operations, legal tech and workflow design. After identifying that the business already used Asana as its workflow management tool, we repurposed it into a ‘Legal Front Door’:  a single point of entry for the business to submit requests and track their progress, which would also give the legal team more control over and insight into incoming work.

We designed tailored intake forms for different request types, ensuring the legal team received all relevant information upfront. Routing logic was also built in, so that requests could be triaged automatically to legal or other teams. Alongside intake and matter management, reporting dashboards were created to give the team visibility over matter types, volumes, turnaround times and which parts of the business were generating the most work. To help embed the new process, we developed a full rollout pack including communications materials, training resources and an adoption monitoring plan to ensure long-term success.

The outcome

The legal team now has a much clearer, more controlled way of managing its workload. With all requests coming through a single channel, nothing gets lost and the team spends significantly less time on administrative tasks and chasing information. Instead of constantly reacting, they can prioritise work effectively and focus their time where it adds most value.

The reporting dashboards provide leadership with reliable data to inform decisions on budgeting, resourcing and training. We also introduced a tagging system to identify repeat queries, enabling the team to build relevant self-serve materials and FAQs to reduce the volume of basic requests coming through. Most importantly, the new process has given the legal team a stronger foundation to scale its support as the business grows.