Executive Summary:
The Key Challenges: As the company grew, the small 4-person legal team using email and Salesforce Cases had become frustrated by the legal intake chaos, process inefficiency, and general drowning in email.
The Solution Design: Streamline AI’s “mission control” for legal teams enabled consolidated legal intake, a full view for simplified matter management, an intuitive UI for advanced triage, prioritization, and assignment of work, as well as improved overall visibility with analytics and metrics to enable data-driven insights and process improvement.
Outcomes: Redwood’s business and legal stakeholders now celebrate the product internally for achieving a 50% shorter time to close for most intake requests and a 25% faster initial response time on requests from the business. Additional wins include an improved partnership between the legal team and internal business stakeholders, better visibility of the overall legal matters and workload, and a tool that can now be used strategically going forward to improve operational efficiency.
The Case Study:
Industry: Software (Business Productivity)
Size: 500+ employees
Location: Frisco, TX (HQ)
Legal Team Size: 4 (remote, separate time zones)
Legal Tech for Intake (before): Email, Salesforce Cases
Redwood Software, a leader in full-stack automation fabric solutions for mission-critical business processes, believes that any process that can be automated, should be automated.
Ironically, their in-house legal team was battling its own internal process automation storm.
"We were a team of four spread across time zones," says James Harmoush, Senior Counsel at Redwood. "Everything came in through an email alias, leading to confusion and duplication of effort. We tried Salesforce Cases, but it only tracked sales deals, not everything legal touched."
The Problem:
Like many legal teams in growing companies, Redwood was experiencing:
- General Chaos
- Scattered Communication: Emails flooded an alias inbox, causing chaos and missed requests.
- Duplication of Work: Multiple team members tackled the same tasks due to a lack of visibility.
- Limited Visibility: Siloed data prevented the team from seeing the full legal workload
The Solution:
Simply put: “We found Streamline AI,” says Harmoush.
Redwood needed a solution that mirrored their core mission – automation and efficiency. Streamline AI's matter management software became their legal department's mission control center.
"Streamline consolidated everything into one place," explains James. "Requests, communication, reviews, approvals, and files – all accessible in a single, unified view."
Key Features that Streamlined Operations:
- Consolidated Intake: All requests, regardless of source, are channeled into Streamline.
- Simplified Matter Lifecycle Management: Streamline tracks matters from initiation to closure.
- Powerful Triage and Prioritization: Streamline helps triage and assign tasks efficiently and prioritize incoming work requests.
- Analytics & Metrics Dashboard: Data-driven insights guide process improvement.
The Outcome:
“The product is celebrated internally! The whole company loves Streamline. Users appreciate the ability to track request progress, and even other departments are exploring its capabilities.”
The impact of Streamline AI was immediate and significant, both in terms of the overall satisfaction of all stakeholders in the legal team’s processes and for the measurable efficiency gains. Specifically, the Streamline AI solution resulted in:
- A Nearly 50% reduction in Time-to-Close (Request Resolution) across the board: Most requests now take 25-50% less time than in the previous process, which was based on email and Salesforce Cases.
- An Estimated 25% reduction in Initial Response Times: Streamline has helped Redwood consistently meet their 2-day SLA.
- Improved Team Collaboration: Streamline fostered transparency and eliminated duplicate efforts.
- Data-driven Decision Making: Legal can leverage data to justify resource allocation and process improvements.
Looking Ahead: Continuous Improvement and Integration
Redwood is constantly seeking ways to optimize their legal operations. Their future plans include:
- Deeper Data Analysis: Leveraging Streamline's data for more informed decision-making.
- Enhanced User Adoption: Encouraging wider team adoption of the platform and moving even further away from email.
- Integrations: Streamlining processes that interact with other internal company systems.
Recommendation to Peers:
"If you're a legal team drowning in emails and struggling with efficiency, Streamline AI is a game-changer," James concludes. "The task management, dynamic forms, and conditional logic features are incredibly powerful. It allows you to automate workflows and prioritize effectively."
Considering Enterprise Legal Management Software?
Redwood's success story is a testament to the power of Streamline AI for busy in-house legal teams.
Streamline AI can help your team:
- Eliminate chaos and gain control over your legal workload.
- Boost efficiency by automating tasks and streamlining workflows.
- Improve communication and collaboration within your team.
- Make data-driven decisions to optimize legal operations.
Ready to take your legal team to the next level?
Contact Streamline AI today to book a demo and see how our matter management software can help you achieve your legal efficiency goals.
