Client intake and communication coordination
What it covers: Intake forms, appointment scheduling, basic information requests, follow-up tracking, and routing enquiries to the right reviewer.
Activities included: Logging requests, checking completeness, sending approved templates, updating CRM records, and maintaining intake status.
Inputs: Intake criteria, scripts, approved email templates, escalation rules, and conflict-check process ownership.
Deliverables: Intake log, follow-up tracker, appointment list, and status summary.
Technology: CRM, case-management, email, calendar, forms, and task-management tools.
Value: Better visibility into new enquiries and less manual coordination for attorneys.
Dependencies: Approved messaging, attorney review rules, and data privacy requirements.
Exclusions: Legal advice, conflict determination, and engagement acceptance decisions.
Document organization and formatting
What it covers: Formatting, file naming, version management, matter folder setup, template updates, and review-ready document preparation.
Activities included: Applying approved formats, organizing files, creating indexes, maintaining checklists, and flagging missing items.
Inputs: Templates, style rules, folder structure, naming convention, and document source files.
Deliverables: Formatted documents, file index, checklist updates, and version notes.
Technology: Microsoft 365, Google Workspace, document-management systems, PDF tools, and e-signature platforms.
Value: Easier review, faster retrieval, and fewer formatting delays.
Dependencies: Accurate source material, version control rules, and document-review ownership.
Exclusions: Legal drafting decisions, legal substance review, and court-rule interpretation.
Calendar, deadline, and task support
What it covers: Meeting scheduling, reminder setup, internal task assignment, deadline support lists, and status escalation.
Activities included: Updating calendars, confirming availability, maintaining task queues, flagging overdue items, and preparing agenda notes.
Inputs: Matter dates, calendar policies, escalation rules, reviewer names, and priority rules.
Deliverables: Calendar update log, task board, reminder list, and weekly open-item summary.
Technology: Outlook, Google Calendar, case-management calendars, project boards, and collaboration tools.
Value: Better coordination and lower risk of internal follow-up gaps.
Dependencies: Correct source dates and client-side responsibility for legal deadline verification.
Exclusions: Independent calculation of legal deadlines unless approved and supervised under the client process.
Billing and finance administration
What it covers: Time-entry support, invoice preparation assistance, payment-status tracking, matter cost organization, and billing report inputs.
Activities included: Organizing billing notes, updating records, checking missing entries, preparing invoice support details, and coordinating finance handoffs.
Inputs: Billing rules, rate cards, matter codes, invoice templates, and approval owners.
Deliverables: Billing support log, draft invoice inputs, payment tracker, and matter cost summaries.
Technology: Practice-management systems, accounting software, spreadsheets, and secure file-sharing tools.
Value: More timely billing administration and clearer finance visibility.
Dependencies: Accurate attorney time inputs, client billing rules, and finance approval process.
Exclusions: Trust-account responsibility, legal-fee advice, tax advice, and final invoice approval.
Legal operations documentation
What it covers: SOPs, checklists, workflow maps, escalation guides, access lists, and service reporting templates.
Activities included: Documenting repeatable tasks, updating process notes, organizing handover materials, and maintaining quality-control references.
Inputs: Existing procedures, screenshots, approval paths, task examples, and tool access rules.
Deliverables: SOP library, workflow map, checklist pack, and support governance notes.
Technology: Knowledge bases, shared drives, project-management systems, and collaboration platforms.
Value: Easier onboarding, continuity, and quality consistency.
Dependencies: Client review of procedures and confirmation of legal boundaries.
Exclusions: Professional legal-policy advice or compliance certification.
Reporting and workload visibility
What it covers: Task summaries, backlog reports, SLA tracking, intake counts, document status, and support performance reviews.
Activities included: Updating dashboards, summarizing work completed, flagging blockers, and preparing review notes.
Inputs: Baseline workload, reporting cadence, KPI definitions, and source systems.
Deliverables: Weekly or monthly report, open-item list, escalation summary, and improvement backlog.
Technology: Spreadsheets, dashboards, practice-management reports, and project boards.
Value: Better operational decisions and clearer support accountability.
Dependencies: Data accuracy, consistent task logging, and agreed KPI definitions.
Exclusions: Guaranteed business outcomes or legal performance conclusions.