Internal Client Management

In-House Legal Tip: Implement Internal Client SLAs

In-House Performance Tip

1 mins • 26 Jun 23


The shield:

  • Unrealistic client expectations
  • Late instructions
  • Urgent versus non-urgent requests
  • Poor quality instructions
  • Non-legal dept. work requests
  • Confusion around team role(s)
  • Uncertainty around team busyness
  • Unsophisticated internal users
  • Subjective performance assessments

The sword:

  • Clear and managed expectations
  • Data analytics enabler 
  • Centralized instruction ingress
  • Full support scenario capture
  • Relationship accountability
  • Enhanced workload management
  • Enhanced client satisfaction
  • Enhanced value demonstration capability
  • Institutional buy-in


Please check out the GLS solutions on the right of this page – they might assist your legal team with the issues explored in this Blog. 

Of course, if you would like to book a 30 minute free consult with GLS to discuss your transformation needs – please book here.

In the interim, here are 8 resources and tools that may assist you as you transform the performance capabilities of your legal team:

1. GLS's Ultimate Guide to Legal Operations: download this here, and read it thoroughly and regularly. It is a wonderful transformation companion.

2. GLS Transformation Boot Camp: sign up for our hugely successful 10 week email-based boot camp on how to effectively transform your legal team - sign up here.

3. GLS Legal Ops Opinions: click on GLS Opinions and access lots of informative and instructive white papers, blogs and training resources etc., - all of which focus on how to help you improve your legal team's performance.

4. GLS Legal Dept. Health Audit: to self-assess critical aspects of your legal team's current performance capabilities, you can access our free, market-leading tool here.

5. GLS Legal Operations Community: join the GLS Legal Operations Community and collaborate with other in-house leaders as they seek to tackle many of the same performance issues that you face, click here to join now.

6. Visit GLS Connect: visit the GLS Connect page and select the information you would like to receive from the GLS Legal Operations Community.

7. GLS Legal Team Transformation Plans: mitigate the risks of transformation failure by taking a transformation support plan from GLS - learn more here.

8. Register: GLS Legal Operations Centre: register here to access the GLS Legal Operations Centre for free and to enjoy more than US$20,000 worth of legal team performance resources for free.

© The GLS Group - Law Rewritten

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