Volkswagen Group Australia Case Study

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.

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.

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.

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.

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.

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.

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.

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.

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.