All 47 processes mapped across the firm, organised by bucket. Hours and cost-drain captured during stakeholder interviews. Top 12 by cost-drain shown on Page 5.
Acquire (6 processes)
Inbound enquiry handling$2,400
Referral capture and follow-up$700
Marketing email cadence$400
Google Business Profile management$300
Networking event capture$250
Newsletter content creation$150
Subtotal$4,200
Convert (8 processes)
Engagement letter drafting$6,800
Client onboarding workflow$4,800
Intake questionnaire processing$1,800
Fee proposal preparation$1,000
Initial enquiry handling$700
Welcome pack assembly$400
Initial matter setup$300
Conflict checks (risk-locked)$1,200
Subtotal$17,000
Deliver (12 processes)
Email triage and routing$8,400
Initial research summarisation$6,200
Document review and filing$3,800
Court filing preparation$1,700
Matter management updates$1,200
Document drafting (legal)$900
Witness statement drafting$600
Client communications$500
Settlement document prep$400
Court appearance prep$350
Deed and contract preparation$300
Closing letters$250
Subtotal$24,600
Retain (5 processes)
Billing and invoicing$1,100
Fee review meetings$500
End-of-matter letters$300
Retention check-ins$150
Client satisfaction surveys$50
Subtotal$2,100
Ops (7 processes)
Trust account reconciliation$1,500
Bookkeeping$700
Banking and reconciliation$400
Invoice management$300
Payroll$250
Expense processing$150
Supplier payments$100
Subtotal$3,400
Knowledge (4 processes)
Precedents library updates$500
Junior associate ramp programs$400
Internal documentation$200
Training materials maintenance$100
Subtotal$1,200
Compliance (3 processes - mostly risk-locked)
Compliance reporting drafts$2,900
AML/CTF screening (risk-locked)$300
LSC reporting (risk-locked)$100
Subtotal$3,300
People (2 processes)
Hiring and recruitment$300
Performance reviews and CPD$100
Subtotal$400
