Global tech company partners with Highspring to optimize compliance and transform legal operations

The Challenge

A global technology company faced a significant challenge in managing a rapidly growing volume of legal requests from law enforcement agencies across the globe. These requests demanded native-level language proficiency in 24 different languages, careful review of complex legal documentation, accurate extraction of relevant user data, and strict adherence to varying local laws and regulations.  

The existing process was highly resource-intensive, relying on a team of full-time employees (FTEs) to manually process each individual request. Additionally, the process lacked the necessary structure for scalability and 24/7 operational coverage, resulting in frequent delays, inefficiencies, and an increased risk of errors.  

This heavy workload also contributed to employee fatigue and burnout, further complicating the client’s ability to meet growing demands while maintaining high standards of accuracy and compliance. A more efficient and sustainable solution was urgently needed to streamline operations and support the team effectively.  

The Solution

Our team implemented a phased approach to address the client’s challenges. The process began with an initial review of legal documentation to ensure compliance, followed by identification and extraction of relevant user data. This gradually evolved into end-to-end management of the entire process, including data delivery to law enforcement.  

Key features of the solution included implementing 24/7 coverage, providing constant support and eliminating the need for on-call full-time employees. Multi-language support was also integrated, enabling native-level proficiency in 24 languages. Additionally, the team was designed to be scalable, prioritizing its ability to adapt to the client’s growing needs and take on additional responsibilities over time.  

To enhance cost efficiency, we reduced reliance on high-cost legal professionals by offering specialized, budget-friendly expertise. Finally, transparency was a cornerstone of the solution via dashboards and reporting tools developed to provide real-time insights into request statuses and compliance metrics.  

Our Impact

Through strategic process improvements and resource optimization, we achieved significant results that transformed operations and delivered lasting value, positioning the client for continued success. 

• $9M+ saved annually: Reduced costs by optimizing resource allocation and minimizing reliance on FTEs. 

• 46% efficiency increase on core workflow group: Significantly reduced Average Handle Time (AHT) on client’s highest priority group of workflows through automation and strategy pivots. 
  
  ◦ 25% through automation tooling
  
  ◦ 12% through training strategy revisions
  
  ◦ 9% through QA feedback process adjustments

Enhanced client relationships: Strengthened trust with law enforcement agencies through timely and accurate responses.