Results, not promises.

The Challenge

Opening a new client matter at Meridian meant extracting and entering intake data, running conflict checks against active files, preparing the engagement letter, and setting up billing profiles across multiple systems — all by hand, every time. The work was non-billable but non-negotiable. During busy periods, the backlog meant new clients waited days before anyone formally began work on their matter, and the legal support team was stretched across intake administration when they were most needed elsewhere. Write-off pressure was increasing as non-billable hours accumulated at the front end of every new engagement.

Our Approach

We spent the first phase working directly alongside the legal support team — not from the operations manual, which hadn't reflected actual practice in years. Every intake touchpoint, document type, and system handoff was mapped before any design work began. The solution was built to align fully with ABA Model Rule 1.6 confidentiality requirements and Rule 1.1 technology competence standards: all document processing happens within encrypted workflows, with zero third-party data persistence. A human sign-off step is built in before any communication reaches a client or counterparty.