How LegalVision collaborated with Volkswagen to deliver a better solution for reviewing thousands of customer interactions.

An important compliance project with a fixed regulatory deadline delivered.

Data points to review
Months to deliver

VGA needed to review a year’s worth of customer data to ensure that it complied with Australian Consumer Law.

The timeframe to complete this task was short and some early challenges emerged. The customer data was spread across several platforms and documents. As a small internal legal team, VGA needed outside help. However, the proposals VGA received from traditional law firms provided little clarity on pricing and timelines.

VGA needed a solution that would guarantee legal compliance and develop greater process efficiency. VGA were also looking to leverage their unique technical expertise and corporate knowledge without a significant impact on their time and resources. To achieve these goals, VGA chose LegalVision to run the project as a managed legal service.

“LegalVision were down to earth, accessible and responsive. What made them different was their unique combination of legal expertise and tech capability. I believe that no traditional firm could have successfully delivered this project within the same timeframe and budget as LegalVision.”
Paul du Preez, General Counsel, Volkswagen Group Australia

Efficient and scalable legal review


A better way to review

Despite the efficiency and scalability that technology can provide, most legal service providers adopt a traditional approach to review projects.

Tasked by VGA with reviewing 10,000 interactions of varying complexity within just five months, LegalVision was determined to find a better way to complete the task than simply depositing the work onto the desks of our paralegals.


Legal expertise, process design and technology

The task required careful planning and a tailored solution. LegalVision spent the first six weeks of the project designing an efficient process which broke down the complex legal review into ten consistent questions. We then built those questions into our custom tech platform as an interactive workflow. Finally, we created a living playbook to capture and share our learnings.


10,000 reviews in 3 months

By adopting this approach, we were able to scale our review team appropriately and ensure that we easily met VGA’s deadline. 

The detailed playbook guidance ensured that reviewers were able to make legal determinations confidently and efficiently. The interactive workflow allowed us to accurately identify which interactions needed the input of our specialist consumer law Practice Leader.

Transparency and Insights


Keeping the client in the loop

VGA had three main concerns when we began the review:

  1. knowing when it would be completed;
  2. obtaining an early prediction of what the final results would be; and
  3. reducing the number of interactions that would be considered ‘inconclusive’ due to gaps in the data.


Custom live data dashboard

LegalVision worked closely with VGA to build a custom analytics dashboard on our review platform. The dashboard provided them  with live reporting on important information about the progress of the review, including:

  1. how many interactions had been reviewed;
  2. what percentage of interactions would require for further action; and
  3. the number of ‘inconclusive’ reviews.


Client confidence and project clarity

By prioritising VGA’s needs from the outset, we were able to ensure their confidence that the review would be completed on time. In turn, this allowed them to set internal expectations around the outcome. 

We were able to work with them to resolve gaps in the data, minimising the number of ‘inconclusive’ results left at the end of the project.

Genuine client collaboration


Client input at scale

We quickly realised that there was insufficient data to reach a clear conclusion for every interaction. We realised that we would need to actively collaborate with VGA throughout the review process in order to provide them with practical recommendations. 

Given the volume of reviews, however, we knew that the project could easily slide into confusion without a proper system in place.


Communication through the platform

LegalVision built client communication capabilities directly into our review platform, so that each question was tied to a specific interaction.

We also created a playbook for our review team setting out when to ask questions and how to share learnings so we could avoid any duplication and minimise impact on the client.


A shared direction

Our custom on-platform communication function allowed VGA to answer any questions at their own pace. VGA could also redirect the questions to the right people, freeing up their legal team from tracking down all the details themselves.

The platform also gave LegalVision visibility over how quickly questions were being asked, answered and processed. This enabled us to continuously optimise our review process.

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