This article overviews ShareDo's matter in-take and client onboarding functionality.
Introductory video on matter intake and client onboarding
View the playlist on YouTube: Platform Deep Dive - ShareDoShow.
Matter in-take is managed through a specialist work type called an Instruction. These describe the work type and process for creating an initial work container on ShareDo so that it can begin processing. In ShareDo, we have separate entities to distinguish between instructions and the matters that are created in order to enable:
- Initial data capture (e.g., parties, instruction details).
- Instructions to be assessed for potential risk and compliance issues (Conflicts) before incepting a matter.
- Duplicate instructions to be filtered out.
- Unclear instructions to be placed on hold whilst further information is sought.
- Other Client Matter Inception (CMI) processes to be run (e.g. Conflict search).
Just like any other work type in ShareDo, you can create as many different types of instructions as you wish; these form a “tree”, with each level inheriting behaviour from its parent.
These instruction types are then presented to either internal case handlers or external users via the service portfolio. The service portfolio provides a rich menu to enable users to discover the right instruction type.
For more information, see the article Understanding Service Portfolio.
Instructions
Just like any other work type, ShareDo Instructions can be managed through defined plans in order to:
- Standardise the new enquiries process for case-managed matters.
- Drive efficiencies by automating repetitive tasks such as precedent generation, client touch points (e.g., signature), etc.
- Streamline data capture and reduce the need for duplicate entry across different systems.
- Better manage risk & compliance – ensuring that processes are being followed and critical key dates are adhered to.
- Have a consolidated source of Management Information (MI) and metrics by which they can measure and assess their work.
Instructions can be received across a variety of different channels, including:
- Monitoring scanning locations for inbound post.
- Monitoring email boxes for inbound emails.
- Managing electronic submissions from portals.
- Importing instructions via APIs.
- Importing instructions via XLS.
- Manual Instructions.
See Configuring Instructions.
Typical Instruction Workflows
ShareDo enables flexible configuration of your instruction workflows; however, these typically follow a standard pattern. The following table shows an example configuration for an instruction process.
| ACTIVITY | TRIGGER | ACTION |
|---|---|---|
| Allocation | Instruction created | Instructions that have been created should be automatically assigned to case owners based on allocation rules to avoid the need for manual triage steps. |
| Duplicate Search | Participant is added to the Matter | A duplicate search will be launched when specific participants are added to the matter to ensure that the same instruction has not been received twice. |
| Conflict Search | Participant is added to the Matter | A conflict search will be launched when key participants are added to the instruction. |
| Validate Mandatory Data | Instruction created | If Mandatory data is absent, then the Instruction will be placed in the Clarification phase. |
| Client Acknowledgement |
Depending upon client settings, instructions will be acknowledged:
|
See Solution Packages and Accelerators.
Client Onboarding And Statements Of Work
In ShareDo, Statements of Work (SOW) represent the commercial contract under which matters are managed. They are used to manage common matter settings, including:
- Access Control – statements of work describe who can access matters.
- Commercial Models – statements of work describe the standard fee and charging structures for different matter types.
- Client SLA and Processing Parameters – statements of work describe top-level SLAs for matter processing.
This structure can, in the case of B2C or in-house matter types, be used to define a product line or, in the case of B2B Volume processing, will define the core SLAs for a given client.
From the statement of work, you can see all of the related matters that are managed underneath it.
When an instruction is created, it is matched to a statement of work using the configuration defined as matching rules.
See Contract and Statement of Work Management.
Sharedo Matter Intake Accelerators
While the process of onboarding Matters or Clients can be complex, there is much commonality across law firms in terms of their processes. Hence, within ShareDo, we provide a solution accelerator to streamline your implementation in this area.