How can the head of a legal service make their complex work more understandable to colleagues and more valuable to the business? One option is adopting a service delivery model. Let's examine its effectiveness using the example of Botman.one. I'm Dmitry Bolshakov, and I'll help you with this.
A service model is a process where the user is provided with a service, not a product. The performer takes on all the risks. For comparison: in a product model, a customer buys a coffee machine, and the seller doesn't care if the client knows how to use it or will get a decent coffee. The service model means the customer is sold a ready-made drink (the service), while the performer delivers the beans, brews the coffee, and guarantees a pleasant taste.
7 Use Cases of the Botman.one System for Lawyers
1. Tell Your Colleagues What You Do
I'm sure all your legal department's processes are already established. But are employees from other departments aware? Increase transparency for your colleagues. Publish your services on a self-service portal and explain how to submit a request.
An open service catalog will turn the vague employee request "Lawyer, help!" into something more specific. At the same time, colleagues will see the full variety and depth of your work. And I'm sure they'll develop greater respect.
2. Manage Expectations and Reduce Waste on Non-Targeted Communications
Sometimes you want to quote the classic: "Your expectations are your problem!" But will such an attitude bring the desired result for the business? Colleagues can only guess how much time it actually takes to prepare a claim or develop a standard claim form. They always needed it yesterday.
Configure SLAs based on the real labor intensity of tasks. For new services, allocate extra hours for unforeseen work. The legal department can work in a planned mode, and the requester will understand the completion deadlines and stop unnecessary follow-ups mid-process.
Botman.one supports the configuration of standard deadlines out-of-the-box, considering different time zones—crucial for geographically distributed companies and cases where lawyers are in another region. Set up work time calendars, and the system will automatically calculate deadlines based on schedule, location, and SLA.
3. Get Complete Initial Data
Turn "I want something, I don't know what" into formalized requests. Botman.one supports the principle of necessity and sufficiency: depending on the service type, request all needed data but don't ask for extra to avoid complicating colleagues' lives. Flexibly configure request forms for this. In a request for preparing a claim or a non-standard contract, make the "Counterparty" field mandatory (necessary details, the counterparty dossier, and all related documents will be quickly accessible).
4. Manage Workflows
Switching between tasks requires time and effort, reducing efficiency and increasing fatigue. Preparing pre-trial claims, issuing/revoking powers of attorney, developing/amending standard contract forms, transferring materials for litigation—all these are requests to the legal service. Botman.one helps the performer immerse themselves and complete similar tasks in one go. Minimize time and energy losses on context switching with:
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Flow folders. Quickly find similar assignments, focus on them, and move to the next flow upon completion.
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Search folders. Users can access documents, tasks, assignments, and other system objects by topic or period. This is suitable, for example, for collecting all lawsuits for a month.
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Interface capabilities. Configure the system so all necessary functions are located in one window.
5. Reduce Routine
If your company has a lawyer assigned to a region or service, configure the system so the request goes directly to them. This saves time on additional request registration and reassignment. For service categories where selecting the performer is important for quality, you can leave the distribution to the head of the legal service. Over time, processes can be restructured. Notably, thanks to no-code in Botman.one, analysts maintain process relevance without involving developers.
6. Keep Information at Hand
Link knowledge base articles to specific services or categories. Configure visibility for lawyers or for everyone. This helps free the mind from endless information, onboard newcomers faster, or involve colleagues from less busy areas.
To use the knowledge base effectively, organize a document archive (contracts, lawsuits, claims, letters):
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Store them conveniently: configure registers and folder structures.
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Find documents when needed with full-text search.
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Use a flexible set of attributes: counterparty, category, project, responsible person, etc.
7. Make Data-Driven Decisions
Reports and widgets will help. If you need to hire a new specialist for the legal department and management requests justification, show how the number of requests has increased over the year and the average service time broken down by type. Widgets in online mode will visually display the number of requests in progress and over a required period.
Furthermore, you can create individual development plans for lawyers. Collect factual data in the system, compare it with other performers. The data will suggest who to send for training, where to redistribute the workload, or where to systematically rework the process.
And all this is based not on emotions and feelings, but on real numbers.
Brief Conclusions
A service-oriented approach and modern tools like Botman.one help the legal department focus on core activities and increase business value. The head of the legal service gains transparency and manageability - all requests in one system with the necessary information, effective prioritization, and distribution. Service performers focus better on requests, have convenient access to information, and reduce routine through ready-made document templates and AI assistants. Employees submit all requests through a single window and can be confident in the result.