We gave each case a structured path and the legal team an operating system.
I worked between customers, legal specialists and operations. We built guided intake that populated case data, automation and audit logs around the legal workflow, and a tracker that showed the next action and helped the team estimate the specialist time a case would need.
I also shipped integrations with HMCTS, HMRC and banking services, reserving the legal team for decisions that needed their judgement.
Agent errors down 69% · case handling from two weeks to four days
