For the legal team at a leading retail investment platform, shared inboxes were the default way of managing work.
The Challenge: Managing Legal Work Without Losing Control or Context
A leading retail investment platform’s legal team handled all their work through shared email inboxes. At first glance, this approach seemed manageable. But over time, the cracks began to show. Without a central system to track progress, it became difficult to hand over tasks, monitor workload, or maintain full oversight. The volume of emails alone made it all too easy for important details to slip through the cracks. Given the nature of legal work, there was a clear need for greater certainty and control over processes.
They needed a better way to manage and monitor work, without losing the context or flexibility they had come to rely on. That’s where we came in.
The Vision: From Email to Structured Case Management
Our focus from day one was to help the platform move away from reactive email handling and adopt a more structured, transparent process. The original plan was to implement email-to-case functionality using Salesforce, converting every inbound request into a trackable record. This would make it easier to assign and follow up on legal work, while introducing accountability and visibility across the team.
As discussions progressed, it became clear that web-to-case functionality could add even more value. With custom web forms, they could gather the right information upfront, avoid long email threads for clarification, and ensure every request started with the same clear details.
Client Testimonial
Our legal team now has real-time visibility into work volume and capacity across 40+ matters, enabling better prioritisation and transparency.
Tailored for Teams, Built to Scale
The platform’s legal function includes three distinct teams, each with their own processes and priorities. Rather than force them into a one-size-fits-all solution, we designed and delivered tailored versions of the web forms and workflows for each team. This approach meant everyone could work in a way that made sense for them, while still benefiting from shared reporting, visibility and collaboration tools.
The result was a system that not only solved the original challenges, but also went further than the team had expected. What began as a project to reduce email overload quickly became a transformation of how legal work was managed.
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3
Legal Teams Onboarded
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1
Platform for All Incoming Work
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100%
Move Away from Shared Inboxes
A Platform for Long-Term Impact
The solution is now live and fully operational, with all three teams using Salesforce to manage incoming work. While detailed reporting from the production environment is still being finalised, early indicators suggest a significant improvement in visibility, coordination and workload management.
Feedback from the legal team has been positive, and we are continuing to work closely with stakeholders to capture further insights and potential enhancements.
Why This Matters
For organisations dealing with high volumes of sensitive work, moving beyond the inbox is often a crucial first step towards better operations. By introducing structure and clarity into everyday processes, the platform has laid the foundations for a more efficient, transparent legal function.
Our approach to Salesforce Consulting Services is rooted in practical problem-solving. By listening carefully, adapting the solution, and always keeping the client’s needs front and centre, we help teams make meaningful progress that lasts.