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Staying In Control

Posted on Apr 25, 2017

Given the pressured, ambiguous and high-responsibility world that in-house legal teams operate within, it’s unsurprising that control and clarity are valued. We are regularly asked by clients looking to embark on a managed legal service how control can be maintained, if there isn’t someone sitting next to you?

Control and clarity can be maintained, in fact enhanced, when working with a managed service provider but it works differently to hiring team members.

Building trust

Getting started can be the biggest hurdle – it can be hard to hand over responsibility for business-facing work.  There are a number of ways to make this easier:

  • a pilot so that you know how the service will feel and can refine the process to make it really work for your organisation, before going live
  • initially erring on the side of checking points with a representative of your legal team as trust is built
  • agreeing service levels up front, such as time to acknowledge and time to turn-around work, so you know exactly what will happen and can set expectations with the business
  • regular governance meetings to make sure that your needs are being met, any issues are quickly resolved and the service provider is focussing on the areas that are most important to your business

Keeping track

Organising how and by who work is handled can be a time-consuming task in its own right.  Your service provider can help with this:

  • an intake and triage service can be provided, allocating work between the provider and the in-house team using pre-agreed rules, meaning that you know that the matters are being handled by the right people
  • a matter tracking system means that you get to see exactly who is working on what and where each matter is, live
  • a dashboard to see performance against service levels and provide valuable business insights into where demand is coming from and the issues that are affecting time-to-close.


High volumes of contracts can become overwhelming, but there are opportunities to tame this:

  • a scalable support team at the provider means that even during volume spikes, the time to turn-around work can be maintained to meet business expectations
  • playbooks, where your preferred positions are tracked, mean that consistent responses are provided during negotiations and contracts stay within your organisation’s risk appetite
  • you can specify when escalations need to happen so that you know that issues will be reviewed by your team that are particularly sensitive
  • the pricing of the service should be on a fixed or unit basis, so you know how much you need to budget and won’t have any nasty surprises

If you’re interested in moving work off the desk but need the security of control, there’s a lot we can do to help. At Radiant Law we’ve handled these issues for many of our clients, and can help you take a step back to look at and identify the pain points and solutions. To discuss how to achieve a balance that delivers value to your business just complete the form below, email us today or call us on +44 (0)203 865 1200.