How EICE Technology, an Indian IT Company, Helped a US Large Law Firm
Automate Legal Intake and Matter Management
Centralising Legal Request Intake, Assignment, and SLA Tracking Within a Single Microsoft Power Platform Solution
Overview
Legal teams handle hundreds of requests and need more than a shared box. They need a system that can capture every request, send it to the right person, track deadlines and can provide performance reports without any manual work.
A large US law firm partnered with EICE Technology, an Indian IT company specialising in Legal Operations Automation, LegalTech Software Development, and Microsoft Power Platform Development, to improve how they handle the legal request management process. Together, we built a Legal Intake and Matter Management Automation solution that keeps captured requests in one place, automates assignment and SLA monitoring and delivers real-time operational reporting.
By using Power Automate Development, Power Apps, and Power BI Dashboard Development, EICE replaced a manual, email-based intake process with a single and auditable legal operations platform.
Who Is Our Client?
Our client is a large US law firm that manages a huge number of internal legal requests across its business. Industry: Legal Services / Legal Operations.
Before the project, requests were handled through a shared email inbox. Intake, assignment and tracking were all manual work. As the number of requests grew, the process became complex to scale and provided limited visibility into SLA compliance, workload, turnaround times, and overall performance.
The Challenge
To manage all the legal request client was using a shared email inbox. It required manual work for entering requests, assigning, tracking progress and preparing reports. Requests were entered manually, assignments were handled through emails and management had limited visibility into workflow, turnaround times, SLA compliance and other operational metrics.
The main objectives were:
- Keeping all incoming legal requests in one system.
- Automate intake and assignment processes.
- Create standardised workflows for handling legal requests.
- Provide management reporting through dashboards.
EICE's Role
As an Indian IT company specialising in Legal Operations Automation and Microsoft Power Platform Development, EICE designed and deployed an end-to-end legal intake and matter management solution, built on Microsoft Power Platform.
Our Approach
Instead of automating individual parts separately, we designed a single system that is connected, covering intake, assignment, SLA monitoring, and reporting.
Centralised Request Repository
SharePoint Online was used as the central request repository. It replaced scattered emails and spreadsheets with one system of record for every legal request.
Automated Email-to-Record Intake
Outlook integrations convert emails sent automatically to a shared legal mailbox into structured intake records. Email content and attachments are parsed into structured request fields and keyword-based logic is used to automatically categorise requests.
Request Management and Dynamic Assignment
Power Apps was used for request management and administration. Requests are dynamically assigned based on the request type and defined business rules, replacing the previous manual, email-based assignment process.
SLA Monitoring and Escalation
Power Automate was used to manage intake processing, notifications, routing, SLA monitoring, and escalation workflows. It also helps in managing request status workflows for tracking the full lifecycle and maintaining an audit trail with activity tracking for all requests.
Reporting and Analytics
Power BI dashboards were used for operational and performance reporting. They cover workload, turnaround time, attorney utilisation and compliance metrics.
What We Delivered
The solution automated the intake, assignments, SLA monitoring, escalation and reporting processes for 900+ legal requests annually. Key capabilities include:
- Automatic creation of intake records from the emails sent to the shared legal mailbox, getting 100% automated intake capture and eliminating manual ticket creation.
- Parsing the email content and attachments into structured request fields.
- Keyword-based logic for automated request categorisation.
- Dynamic assignments that are based on request type and business rules.
- Automated notifications for due soon, overdue (post-due), unassigned and completed requests, improving accountability and reducing the risk of missed deadlines.
- Status management workflows for full request lifecycle tracking.
- Audit trail and activity tracking for all requests.
- Real-time Power BI dashboards covering ticket status and lifecycle tracking, due soon and post due monitoring, unassigned request visibility, request ageing analysis, SLA compliance tracking, version history and audit reporting, and workload and request volume analysis.
The platform has removed the need for manual spreadsheets and email-based tracking. It creates a single source of truth for legal operations and replaces ad hoc tracking with a centralised, auditable legal matter management platform.
Technology Stack
| Category | Technology |
|---|---|
| Central Request Repository | SharePoint Online |
| Request Management & Administration | Power Apps |
| Workflow Automation | Power Automate (intake processing, notifications, routing, SLA monitoring, escalation) |
| Email Integration & Intelligent Processing | Outlook & AI Builder |
| Reporting & Analytics | Power BI |
Business Benefits
This engagement has a centralised Legal Intake and Matter Management Automation platform and has replaced a fragmented, manual legal request process. The measured and expected benefits include:
- 700+ hours of administrative effort saved each year (approximately 0.4 FTE), eliminating manual ticket creation, classification, follow-ups, status tracking and reporting activities.
- 900+ legal requests processed annually through automated intake, assignment, SLA monitoring, escalation and reporting.
- 100% automated intake capture for requests submitted through the shared legal mailbox.
- Improving SLA compliance through automating due-soon, overdue and unassigned request notifications.
- Increasing visibility into request lifecycle, workload distributions, ticket ageing and operational performance through Power BI dashboards.
- Proactive monitoring and escalation of outstanding requests are used to reduce the risk of missed deadlines.
- A centralised, auditable legal matter management platform and a single source of truth for legal operations instead of manual spreadsheets and email tracking.
Why Choose EICE Technology?
As an Indian IT company specialising in Legal Operations Automation, LegalTech Software Development, and Microsoft Power Platform Development, to address complex legal operations challenges we combine both process-automation expertise with enterprise software architecture.
We build centralised and auditable platforms that help with scalable Legal Workflow Automation and SLA Monitoring Software and remove manual, email-driven processes. These solutions are helpful in visibility, accountability, and turnaround time across legal operations.
Project Highlights
Let's Build the Future of Legal Operations Technology
If you are automating legal intake, standardising matter management workflows, or building SLA monitoring and reporting into your legal operations, we deliver scalable Microsoft Power Platform solutions backed by process-automation expertise.
Ready to Automate Your Legal Intake and Matter Management?
Talk to our team about centralising legal request intake, assignment, and SLA tracking on Microsoft Power Platform.