Versatile Service Desk Excels in Speed and Precision: “You Need to Know a Little About Everything”

Small legal tasks can quickly pile up. Having someone else take care of them can save a great deal of time and energy. That is exactly why Legal Manager created its dedicated service desk.

“For our clients, we are essentially like colleagues they can turn to whenever they need advice or assistance.”

Sil Vogel leads a small team that handles requests from approximately one hundred companies.

“I estimate that we receive between eighty and one hundred requests every day. Some can be completed in just a few minutes, while others require more time and research. We cannot always finish everything within a single day, but our goal is to complete each request within two business days.”

Legal Manager is broadly divided into two departments, with the service desk handling the more straightforward tasks.

“One moment, we may be asked to file a contract, and the next request may involve an entity with a newly appointed officer. The work is incredibly varied. Even after spending a year on the service desk, you will still encounter new situations. That is what makes the work so enjoyable and diverse. You need to know a little about everything.”

Sharing Knowledge

“We invest a considerable amount of time and energy in sharing knowledge with one another,” Vogel says of his team. “Every month, we hold a Legal Manager Academy session to expand our knowledge, and every week, we have a team meeting where we discuss what is happening with our clients. We also use a four-eyes review process. Not every request requires a second review, but we try to check one another’s work as much as possible.”

Vogel explains what happens when a company first approaches Legal Manager.

“We work with you to identify the problem and determine which workflow, approach, or legal technology solution is the best fit. We then configure everything according to your specific needs. You receive your own account in our ticketing system, which serves as a central location for submitting requests, monitoring progress, and maintaining a complete overview of the work performed. As soon as you send an email, it enters our workflow and is immediately routed to the right place.”

“I have noticed that clients really value this,” Vogel says. “Every legal technology solution offers extensive capabilities, but not everyone knows how to get the most out of it. Because we work with so many different solutions, we have developed a level of experience that we can apply across all our clients. It is also simply helpful to be able to hand off the work to someone else from time to time—in this case, to us.”

“We also follow standardized procedures throughout the company,” Vogel adds. “This ensures that data is always entered correctly into the system. Within a company, different employees may have their own ways of recording information. When the service desk handles it, however, the quality and consistency of the records always remain the same.”

Urgent Requests

“With some clients, we have agreements in place to handle requests more quickly,” Vogel says. “However, the response time also depends on the urgency of the ticket. If something simply needs to be reviewed, it is often not a problem if it remains open for a few days. For urgent requests, however, we want to act quickly. Our system allows us to immediately distinguish between a standard ticket and an urgent one.”

“For example, incorrect information may appear in the Dutch Chamber of Commerce’s public register,” Vogel explains. “When a change like that is required, we try to help as quickly as possible. Another example might be a prospective client that needs to be researched on short notice. If you request an official company extract, we can generally provide it within ten minutes.”

The service desk is also available by phone for consultations, but the ticketing system is where most of the work is managed. It not only enables the team to work quickly, but also provides a clear overview.

“We have a dashboard that shows us exactly what is happening for each client. If a company wants to know which actions were completed during the previous month, we can easily generate a report. This gives the client immediate and transparent insight into all ongoing activities. Whatever problem or request comes in, we process it as efficiently as possible.”