Measured outcomes
Matter cycle time down 32%
Self-service portal handles 38% of business legal requests (no attorney touch)
Attorney productivity (matters closed/quarter) +21%
280 attorneys + paralegals running matters in email + SharePoint. No matter visibility. Outside-counsel spend not tracked against approved budgets in real time. Self-service for the business was nonexistent — every contract review went through email.
ServiceNow Legal Service Delivery as the matter system of record. Self-service legal portal for the business (contract intake, NDA generation, policy lookup). Outside-counsel matter + spend tracking at platform layer. Now Assist for legal-content drafting + summarization.
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