One Hub, Zero Chaos: Transforming Legal Secretarial Services with ServiceNow

Legal secretaries are the unsung heroes of every law firm. They're masterful jugglers—coordinating partner calendars, filing critical documents, managing communications, and somehow keeping dozens of requests moving forward simultaneously. But even superheroes need the right tools to work at their best.

The challenge?

 Requests come from everywhere—emails, phone calls, quick hallway asks—and without a centralized system, it's nearly impossible to maintain visibility across all the moving pieces. Important requests can get buried, priorities become unclear, and valuable time gets lost tracking down information.

Introducing LegalAssist by Crossfuze

Built on the ServiceNow platform, LegalAssist by Crossfuze empowers legal secretaries to do what they do best—even better. It's a purpose-built application that brings all legal requests—from document filing to calendar management—into one centralized workspace designed to support the demanding pace of modern law firms.

Three Pillars of Effective Request Management

1. Centralized Tracking 

Every secretarial request lives in one place, whether it originated from an email, a phone call, or self-service through the Employee Center portal. Our intelligent email flow can even analyze incoming emails and automatically create requests based on content—no manual data entry required.

The pre-configured catalog includes five core secretarial services:

• Communication requests
• Document preparation
• Document filing
• Calendar management
• Administrative support

These services can be used as-is or easily configured to match your department's unique needs.

2. Smart Assignment & Monitoring 

The platform's intelligent routing capabilities ensure requests land with the right person every time. Link partners with their preferred legal secretaries, and the system automatically assigns requests accordingly. For more complex workflows, built-in playbooks provide step-by-step guidance, complete with instructions and relevant knowledge articles.

Legal secretaries can quickly identify new requests through intuitive list views, filtered by requestor, priority, due date, or request type. Need a custom view? The workspace personalization feature lets staff create their own filtered lists—no technical expertise required.

3. Complete Visibility 

The real power lies in the dashboards. The "My Work" view gives each team member a clear picture of their urgent and overdue tasks, while the Overview tab provides leadership with insights into active requests across the entire team.

Key visibility features include:

• Unassigned requests requiring immediate attention
• Urgent and overdue request alerts
• Workload distribution by team member
• Request volumes by type and priority
• Trend analysis for resource planning

These real-time reports enable managers to balance workloads, identify bottlenecks, and make data-driven staffing decisions.

The Bottom Line

LegalAssist by Crossfuze empowers legal secretaries to manage their workload with confidence and clarity. By centralizing requests, automating assignments, and providing complete visibility, law firms can support their secretarial teams in delivering exceptional service—without the stress of wondering what might be slipping through the cracks.

Best of all? It's built on ServiceNow's proven platform, leveraging the same technology that powers enterprise service management for organizations worldwide.