all right so good morning everyone my name is najib and welcome to uh today's webinar we're going to be talking about wayfair's legal transformation Journey we're gonna have discussion in Q&A with Andrew Moffett of Wayfair uh but first let's just uh kind of go through a bit of housekeeping on this one uh there will be potentially some uh future state made so we have a standard Safe Harbor notice I always like to call out the fact that this is actually itself a legal request um in service now parlance and uh we'd like to also kind of call out uh that there going to be some future webinars in 360 exchanges if you'd like to see what the schedule is feel free right now I'll just kind of pause here for about 30 seconds for you to take out your phone um and grab a the QR code so that you can actually see all the events coming up okay I'd also like to call your attention as a bit of housekeeping there is a legal uh intake poll uh hopefully it's being displayed on your screen if not uh feel fre just go and click the polls tab so you'll be able to see it uh this is going to be an open poll uh for the next I guess you know 10 15 minutes give or take until we start talking with uh with Andrew uh which leads us directly into our um agenda we have some time um sorry just some housekeeping first we have a save time at the end for Q&A uh you can use the Q&A button the bottom of your screen um at any point presentation is going to be recorded and shared on the service now community and after the event we're going to ask you to fill out a short survey so the agenda right now I'm going to provide a quick little overview uh the topic here specifically is about uh wafer's legal transformation Journey but specifically around legal intake so I'm going to talk a little bit about this you have some grounding not going to go into too much detail but it's going to be about five minutes we're then going to give you a demo of Legal Service delivery Anna Margot Hughes is going to cover that uh and then we're going to jump straight into the uh the start of the show we're going to talk with Andrew Moffett on wayfair's legal transformation journey and then have some time for Q&A once again the uh legal intake poll is there please do fill it out at your convenience so just a quick little overview on on what we're doing with Legal Service delivery we recognize in the market right now the demands on legal are increasing uh we know that 80% of legal departments are unable to manage uh those work clads uh you know new rules new regulations compliance is kind of coming in and so you're faced with with a bit of a dilemma number one continue working the way you were but there's a better than even chance you're probably not getting the same resource or headcount that you did before um CFO maybe cutting the budget and as a result you have a quandry you have to work later in which case your spouse and kids probably aren't going to like you or you can work more efficiently and that's the challenge um we know that if you're trying to work more efficiently the resources you have whether it's people processes and tooling is also not that effective and as a result you're spending 75% of your time on manual tasks um the other issue that we've seen is the legal tap is is not accept not addressing several gaps that we're seeing in the market so when we talk to Legal departments all around the world we know that there's a desired State typically it's always three pillars they do want to be a strategic partner to the business now if you're going to do that you have to know all of the work that's coming in so that you can align that work to your business priorities and we know you want to deliver Stellar service you need to be able to do that with a reduce cost but you need to minimize risk of the company and you want to be able to address those issues in a timely manner and then ultimately that means you're going to be doing that work in an efficient and um effective manner so that you can make data driven decisions to that and what we'll be talking about in in a bit more detail here is really the legal service delivery uh value problem and the journey and there's three parts of it the first one is to get going and set up that front door and that's what we'll be talking about later on today that that front door enables you to handle these legal intake requests and sometimes augment them with self-service experiences uh and that's often paired with Knowledge Management so you can deflect back to the employee um you can then take that information that's come in and structured and you can actually review that within a legal council Center and that's the second pillar for uh Legal Service delivery you have that intake in a way that is structure that allows your legal team your legal staff your paral leals to be able to analyze it and act on it and act on the the the most appropriate high priority stuff and then you can look at the insights that are coming in and take action on it with real-time dashboards finally um if we look at that overall and those three pillars what does that really mean we view Legal Service delivery as a control tower if any of you watch cnvc or news you will often see our CEO talking about uh service now and the role that plays and legal service delivery very much falls into that as a legal control tower Air Traffic Control effectively we're able to structure all that intake coming in because we are a strategic platform and we do that through the employee Center we have the council Center we have requests internal matter management configurable workflows we're adding more all the time and then of course the insights that that allow you to actually take action um and and start you using datab backed insights to drive the next step in your transformation there are a series of legal practice applications uh contact your your sales or account representative to find out about them we're adding again more of these all the time but out of the box it's it's quite quick to turn this particular system on anyway that was me in five minutes so I'm now going to turn it on over to Anna Margot Hughes to take you through just a very quick uh demo of what this is and then we're going to jump straight into the Q&A and discussion with Andrew great thanks naib I am about to share my screen and let me just confirm that you can see a very similar uh slide to what naib showed earlier so are you seeing that and is it in presentation mode yes perfect okay and so I do like to start with this slide I only have two and then we'll jump right into the demo and I like to highlight in service now green what you will achieve with Legal Service delivery first of all tracking all legal requests and um meaning that those legal requests are not in spreadsheets aren't in emails um they may originate in emails but they will come into Legal Service delivery as if they came in through a portal for example so being able to very quickly and easily track all legal requests because they've come in in a structured fashion you're going to see the legal counsel Center and see how that will help increase practitioner produc AC ity and then finally because everything is out of email and out of spreadsheets you're going to be able to use service now to gain insight into the work that your legal teams are doing and see how the work is organized across those teams in order to do this we're going to start with Nicole who is an employee and she's going to be able to selfserve if that fails her she can certainly add a legal request and then get that um request worked on by Susan who has this great dashboard to work from where her work is very nicely organized for her and then finally um we've got Dominic who's going to be looking at insights and reports about what's been going on with legal so let's go ahead and come in as our friend Nicole and we've got uh um her dashboard or her employee portal and of course legal is an important part of that employee portal now you'll notice where uh when you go into legal it it can be broken down into various practice areas but we're going to go ahead and just browse all legal to give you a sense of what that might look like so for example conflict of interest disclosures gifts and meals I love this one because this time of year and in fact we just received a push from service now reminding us about our gifts and meals policy and you can see lots of other um information and articles now I could have S simply searched uh from the uh top search bar as na mentioned earlier the Safe Harbor statement maybe I'm uh creating a new customer facing p uh presentation of PowerPoint and I know there a slide I'm supposed to put in front of it I don't know what it's called but I know it's a PowerPoint slide I can simply type in PowerPoint slide in my search and you'll notice I am pushed that Safe Harbor statement but let's just say that that doesn't resonate with me I didn't realize that's what it was called so then I can s simply go into legal and uh go ahead and do a general legal request and look for um and ask for someone to give me that in my general legal request so I've got my general legal request here and I'm going to start typing PowerPoint slide once again service now is anticipating what I need and sending me once again that opportunity to get that Safe Harbor statement so really doing all of these things to help you with here zero support So employees can do this for themselves um have a customer presentation and so we're going to go ahead and submit that again Safe Harbor did not resonate with her so with that Nicole has created a simple uh General legal request and you'll see in a moment that it's going to be assigned to our friend Susan so now if we jump over to to our friend Susan what you're seeing here is her legal counsel Center this is the organization of her work you can see she's got legal requests matters and to in service now a legal matter is a more complex legal request it might have phases stages approvers lots of work goes into those matters and also she's got tasks that matter tasks that may have been assigned to her from others on the legal team you can see she's got a pending approval um and then she's got her um requests uh that are detailed out and opened for her let's go ahead and just refresh that and what you'll see is the PowerPoint slide request just came in um also you can see other types of reports and links that are right at her fingertips which you'll notice she's not sifting through emails she's not going to a um a spreadsheet to add this request she's not taking notes from a phone call she's simply coming to the legal counsel Center and she is able to work on this immediately she's going to go ahead and start work and she knows that she was asked for a PowerPoint slide to put in front of her presentation what you'll notice over to the right here Council assist PowerPoint slide service now knows what Nicole was asking for and so rather than having to go and find that Safe Harbor statement on my hard drive somewhere Susan can simply attach that and she might be a little more verose and say hey check back here periodically uh you can find this for yourself um she may go ahead um so that Nicole will get the idea that she can do these things for herself so if we jump back over to Nicole now you can see right there she's got the Safe Harbor statement we're going to explain to her what it is and we're actually going to provide her in a PowerPoint Slide the link to that uh Safe Harbor statement so that she can go ahead actually I've got it up on my other screen screen let me see if I can slide that over um it's actually in PowerPoint format so she can go ahead and put that right into the front of her deck oops it must be behind here there we go right in PowerPoint format so I'm going to move that back and we're going to go back uh so that we go back to our friend in our legal counsel Center she's going to go ahead um Susan is close Complete because she believes uh uh let me know if you have any other issues say Okay then if we jump back to Nicole you can see that it is now in a Clos complete status but if we didn't fully answer her question she can go ahead and reopen the request so so far you've seen um an employee selfs serve we really tried hard to push that Safe Harbor statement toour without creating a Rel legal request when she did recreate a legal request it went to Susan in a very orderly fashion for her to be able to quickly and efficiently answer the question because everything is in service now and not in emails and spreadsheets now you have the opportunity to report on those Quest requests so Dominic here is uh in legal operations he knows how many requests are open unassigned how many matters we're working on and all sorts of information about the requests that are coming in including and importantly Trend analysis so we can start to understand the trends and what's happening month over month year over year Etc so that was a really quick flyby of what service now Legal Service delivery can offer to you in your organization ation so from here we're going to go ahead and go into the really interesting part and that is talking to Andrew about uh wayfair's uh experience with Legal Service delivery fantastic all right great I will just take back the screen here and uh just again friendly reminder to the uh poll um we'll leave it for another we'll continue leaving it open and then we'll just do the introductions then we'll Jump Right In I just want to verify you are seeing the correct screen for me perfect and all right let's jump straight into the speaker so I'll be your moderator today uh my name is naob I've been in product management for a good amount of time at service now and now I'm actually starting to represent more our alliances and channels uh organization but we're delighted here to speak with Andrew Moffett Andrew is the head of product um for legal technology at Wayfair Andrew um can you um maybe tell us just a little bit more about yourself in in your own words yeah yeah absolutely yeah thanks for the introduction and Anna thanks for running us through a high level demo um really appreciate that yeah I leave product over at uh Wayfair for the legal technology team where I spearhead a lot of our Technology Solutions to support various legal and legal driving initiatives across our organization globally um as many gc's or general counsil across the board have really seen an expansion in their role um and scope over the last several years Wayfair is very much in the in the same Lane um our legal sphere encompasses everything from product and supplier compliance to Global Security litigation and employment um customs and in Europe expansion as well as real estate privacy and legal operations and so um across the board we have about eight verticals that we support um and we drive those legal Tech we drive those technology teams to support those verticles over here way there fantastic well I think um that puts us in a unique position here to actually share the results of of the poll which um I think can lead right into our our our questions here so can everybody see the poll results by the way or I am invisible on my side perfect fantastic so um the most interesting thing about this is that when people are starting their legal transformation Journey um it it's we we tend to think they're always kind of using very specific tools but in many cases email and spreadsheets is still nearly 50% or in this case 45% uh based on the stats that we're seeing here um several people however do also have Homegrown Solutions and I think that's also a little bit um unique um Andrew because I think when when you came into this conversation that was a setup that that that wafer had can you tell us a little bit about that and and kind of what your thinking was as how he started to approach transformation what was in place and and where you felt um the need to kind of you know move it forward in a more structured way yeah yeah absolutely I mean being realistic I don't know if we'll ever 100% move away from email and spreadsheets I think within our space um working with attorneys across the board in wide area verticals uh we all have a natural uh draw to just jump in straight into a spreadsheet or shooting an email and so um I think that's something that will always exist and really leveraging tools um such service now uh as a a real driver into moving us out of that structure and into something that actually has more broad support and is integrated across our Solutions as you saw in the demo Anna provided earlier and this is how we leverage it at Wayfair is that now is really taking that extra step to have the the service now solution that we leverage to really help integrate and bring all of these pieces into one space um so that we can continue to automate and and streamline a lot of our services that we have this really does help our our team get away from having to be stuck in the weeds of not only spending time sifting through a bunch of data either in a spreadsheet or or trying to relocate that email um and really trying to streamline that process so that we're not wasting so much time on those meticulous tasks and so by leveraging our solution in partnership with service now it really does allow us to not only automate and streamline that but then have all of that information right at our fingertips in one spot um of course Wayfair across the board we do have proprietary Solutions we're a large Tech organization um and so we do have some Homegrown Solutions but not specifically for legal but what's great about service now and how we leverage service now across our Organization for a wide range of capacities is that it does allow us to integrate with some of those solutions that we do have inhouse and so um being flexible and having that agility to integrate and bring in and connect some of those services that we have internally um really does uh boost the the the strength and the and the power that we get from our service now solution fantastic um one of the things I think that that again made I guess wafer a bit unique and we see this in other organizations too is some people will say we have you know a a platform here and service now is is one there are other platforms as well um but prior to adoption of the legal service delivery module which is made by service now on top of service now um Wayfair um as we know it was kind of using a just a homegrown ticketing system on service now what do you think was the underlying rationale or or can you maybe take us through some of the challenges that that you might have seen you know in just a simple ticketing system versus a purpose-built solution right yeah and those that the solution that we were truly leveraging was really more of a light touch workflow and so really by having this um by having leveraging the the legal portal that we leverage now with service now again it really does allow our attorneys to practice at the top of their certificates getting them out of the weeds um and really allowing them to continue to practice um in their area of expertise and so that's really what was a driver for this piece um as you mentioned we were leveraging um again a more light touch ticketing flow system that was despaired across the organization and it didn't always have that streamlined approach of where it would integrate with different teams or verticals across the business even those that are outside of um the legal team or our broader organization or Department here at Wayfair and so by taking that extra step and leveraging um the the legal portal that we leverage today that really allows not only our team to be more efficient but also our business partners to be more efficient how they can communicate raise questions or concerns um across their own vertical in their domains and so it really not only helps our team be more efficient but really pushes the business forward in creating that connection and that connectivity of really allowing our internal teams to communicate and collaborate with our legal Partners in terms of that connection connectivity I think uh it's maybe worthwhile to play up on this the platforms have generic uh language so it is a ticket it is it is an intake of some sort um and with the legal service delivery platform we we introduced two building blocks which you you saw in the demo today one was the the notion of a legal request which is for legal intake and then also uh service now our own kind of notion of of a matter um and just as a sidebar here for everyone on the call um matter management uh many of you probably heard me on independent calls matter management is often associated with electronic billing or or spend Management Solutions and and it's it's really what we've seen is it was geared for external matter management so so dealing with uh law firms and putting work out what we saw is as a very large gap in the market frankly was the notion of internal matter management uh getting your Ducks organized and getting everything structured before so to kind of come back to that connectivity thread how has that that I guess that lingo um worked in in favor for for kind of looking at those analytics and those insights at Wayfair before it has to go out to external counsel um would you see a higher level of adoption or higher level of familiarity and fit with your teams on this yeah yeah absolutely UT and I think you know we do have a matter management solution that we leverage as you mentioned in partnership with our our outside Council or some of our resources um that we leverage and connect with um that are outside of the the Wayfare environment um and by doing so uh that does allow us to engage with them free flowing especially around ebilling and now what's great about this solution with our Legal Service delivery is that by bringing this in um it does create these matters this these large what a lot of our other programs uh would refer to as projects it really does allow us to create that connection of our internal matters our internal initiatives um that really do drive a lot of our technical um aspects within the the legal space and legal technology uh specifically but then also it's taking that step where it does allow us to streamline that connection to our our more third-party vendor that we leverage for um matter Management in connection to ebilling with with some of our outside Council it's one thing that that we we're very proud of it's a very complimentary solution it's not meant to kind of replace um the electronic bill out there but up until that point the ability to engage with internal stakeholders uh to set up shared services teams it's one thing that we're seeing as a massive Trend in the industry right now sometimes you have so much work so you know a general counsel will come in and say hey how busy are you in the last members of the team and the team will be like I need more support more resource and so there isn't really the ability to spin up a shared services team or say the insights are analytics and so that's where our internal matter management concept becomes really good to give you that Insight before you even go um externally to it um from a change management perspective if you were looking at this um what degree would you say your your executive leadership had you know digital transformation of legal operations you know on their radar like what was you know their perception of the need for the solution yeah um well at well at wfir you know it's real cultural it's a it's part of our culture to really continue to innovate and leverage tools um that again help us automate and get us out of the weeds really reducing some of those meticulous tasks that we all get stuck in and so um it was was pretty straightforward with some of our Innovative leadership at within our legal department we really are more of a a team of yes or how do we enable the business business um to expand and to be successful ultimately to ensure that we're serving our customers um at at our highest ability and providing them with the best experience and as we continue to look at some of these solutions that we leverage within legal departments we're really trying to hone in on tools that can be extremely flexible that continue to integrate um and that can do more than uh let's just say a singular task or or solve a single problem and that's what we really did look at in Val so much with our Legal Service delivery tools is that it really does allow us to engage with not only a lot of our our internal Legacy data that we have but also continue to streamline some of those other tools and engagement with some of our other verticals and really within our legal department we're constantly trying to lean in on some of the Innovative Technologies within the space to ensure that we are continuing to um to grow but also to unlock the business in in a WI range of verticals and that's was very much a part of our culture and so it was very natural for us to say hey we have you know a streamlined uh straightforward ticketing through service now but is there anything we can do to really take that extra step to really pull in a lot of these additional use cases a lot of these additional features that we're looking for into a single tool is that something we have to do internally or is there a tool on the market that we can actually take that extra step um and that's when we discovered and realized that we would be a good fit for um the legal service delivery uh solution provided by service now and we did partner um with cloves one of our which very also very familiar within this space and also some of our internal Engineers that were able to connect the the delivery the service delivery tools that we have with service now um to our internal Solutions and by doing so leadership really started to not only buy into the idea as they really did already at the Forefront but also feel the impacts of allowing our teams to have access to all of this data and a lot of these Legacy um legal documents per se all in one place and so it not only were they leaning in to begin with as a cultur of trying to continue to innovate but also once we really were able to identify those Champions that were maybe familiar with the ticketing service we already leverag or we're excited to um Embrace some of the improvements that we receiv received and some of the efficiencies that we gained um by taking this extra step and then really starting to have that impact be felt across the team you can really feel when you're starting to be more efficient within your daily lives and and you're not getting stuck um in some of those more annoying and meticulous tasks which is fantastic and and um great great to um see that you had a kind of a partner along for the journey um I'd actually like to kind of like dive into that a little bit too one of the things we we've seen sometimes it's a natural tension um given service now pedigree sometimes people think oh we can just just you know build it we always have that that build versus by Dynamic just kind of beneath the surface so what would you say was your rationale in terms of moving to to a partner um or or using a partner as part of the onboarding and deployment process um for Legal Service delivery yeah absolutely I think um it's really trying to be Forward Thinking and understanding you know where are we putting our priorities do we really to invest the time into trying to replicate something that the market has already solved or do we actually lean into um that buy aspect of really leveraging some of the expertise and some of the tools that are already existing on the market or within the marketplace and so this was going through um I'd say a a rigorous uh Discovery process and really evaluating the market and then understanding our internal environment and our internal Tech stack and what made the most sense and then also not to not to um I'd be remissed if I didn't mention our our users and what they're already comfortable with what feels like a natural transition our natural next step and having some familiarity already with service now we really did pay that extra attention to detail when when evaluating some of the the solutions within the market and that's where we landed with the the legal service delivery um tools that we have and that's what we're leveraging today it felt very natural felt like an organic Next Step understanding that um we have teams and also people within our team uh that have already had some familiarity with the service now user interface and and so it just felt like a very natural transition um to really take that extra step to go a little deeper with our partnership with service now and so that was also a a key factor when we were coming up with uh the the best solution for something that we wanted to do and stick with long term the last thing we'd want to do within our legal team is to identify a vendor or a tool within the marketplace that that's not not fully um ironed out and doesn't really have the reputation that service now does within this space and then have to go over again and again with this change change management of of constantly swap swapping out tools and so again we wanted to not only identify something that solved our use cases um and that was a good fit within the marketplace and also the familiarity with our teams but also something that we could continue to iterate on and continue to partner with and also having that good faith of understanding that the Service delivery solution is going to also continue to progress and and to expand and innovate and so having that forward thinking and understanding that it would be a good solution for us in the long term really did make it a a a more natural decision in next step for us yeah and if we had to so I mean one you you you kind of had the existing Legacy ticketing system you kind of recognized the need for change you wanted something the users were familiar with um which was a natural stepping point for LSD and then you brought in uh your partner close to help deploy it um when you started the deployment this is another thing that that I like to kind of just mention we we do see sometimes that there's a desire to go from like a version 1.0 deployment to like a version five deployment overnight and so the notion of kind of you know taking baby steps and and a kind of a change management approach where would you say you are right now in your journey and what would you say is your wider vision for um I guess the legal service delivery product and how it integrates within your your legal ecosystem yeah um you know within the LSC solution that we leverage we really we about I think we have about 15 portals um or components that were at leveraging today everything from B2B to fintech and loyalty to um tax and indas to risk and insurance and so we really are um you know running the gamut of making sure that that we are leaning into some of the solutions that are offered um as Anna ran over in her uh her conver or her demo at the top of this call it really allows us to then take stock into what's working and and where we can see improvements both within our internal solutions that we have and and how those services are connected with our LSD solution and then where can we streamline or reduce some of those uh inefficiencies we have and not going through that process and really engaging with our internal stakeholders are champions that leverage and use these uh these portals uh or components within LSC Solution on a regular basis to ensure that we are not only leveraging the fullest capacity of what's offered through the the solution but also that it's properly connected with our internal um spaces and services that we you know having access to the accurate data real- time information the document storage that might be shared or collected um across other vertical and ensuring that those inefficiencies or any gaps in that front are addressed so that we can continue to ensure that the solution we're leveraging with LSD is set up for success and that our that our everyday users that our legal team has the confidence in knowing that everything is being ported in correctly and is connected throughout the the environment that Wayfair uh leverages with our our Global scope um especially when it comes to legal and uh legal driving initiatives that's great so I guess from from where we're sitting right now if you had to look at the I guess the positive outcomes collectively that the Lessons Learned in terms of your your deployment if you had to summarize that how how would you um how would you describe that yeah it was a you know it was a fairly smooth uh deployment it was a it was a really smooth partnership uh with our internal and external Partners in the space and you know it's not our it's not our first go at uh trying to launch broad Technology Solutions across Wayfare and so to one benefit we do have the The Experience within the tech space to be able to leverage um you know the right tools at the right time bring in the right stakeholders and in terms of outcomes of doing so we we immediately saw for example a reduction in our ticketing queue and so that was something that we were able to immediately address is as a a positive impact because by having these Services connected it allowed our teams again to jump right into the work opposed to trying to make sure that one ticket made it through the proper funnel or the proper flow and that it didn't get lost or went to an incorrect team with some of our Legacy Solutions and so these are just some of the things that again allowed our attorneys to continue to focus in at the top of their license and their areas of expertise opposed to some of these more meticulous tasks and we were able to have the right Partners in right Partners in the room at the right time um that really did allow us was to foresee any of our hiccups not even really related to the LSD side as it is ensuring that the solution itself was properly connected and integrated with our internal Solutions our internal services that we've built and developed here at Wayfair and so by having some of that Forward Thinking of ensuring um that we had the right Partners on the service now side as well as um ensuring that we were pulling in the right data and having the right um the correct Integrations within our LSD solution and so um overall it was a fairly painless process of course they always going to be um there always going to be learnings both internally and also working with um stakeholders and partners of what the expectations are but always having those expectation management change management and ensuring that you identify those Champions and bring your stakeholders along for the journey um really does help and and contribute to a more streamlined and smooth delivery process fantastic and so I guess where you are right now in your journey like what would you say is kind of if you're comfortable sharing like your next six month you know or or one year kind of vision is part of this because transformation is constant it's it's always a journey what would you say is kind of like the next area Focus um for how you know Legal Service delivery might play a role yeah absolutely and so um at a high level we I mean I think we're all here familiar with some of the buzzwords within the technology space around machine learning data science artificial intelligence and so Wayfair really does uh lean into some of these Innovative spaces we have an entire department at Wayfair Wayfair next that is continually evaluating the tools and solutions and processes that we leverage today to ensure that um we're not just jumping at the the buzzword at the time but also that we're not getting stuck in some of the historical um thought thoughts of just you know doing it the way we've done it because that's the way we've always done it and so by having um by looking forward to some of these solutions that we leverage within our legal department across the the 8 to 10 verticals we want to ensure that you know our contract life cycle Management Solutions are um properly Incorporated um within our LSD solution here that our e billing um is also properly integrated our our Eis Discovery tools um are not only integrated but also uh that we're leveraging the best Solutions we have the best uh Marketplace or Marketplace solutions to encourage um more efficiency within our space and so I think as we move through uh the better part of next year it's going to continue to dive deeper into some of our legal operational components um and some of our our solutions that we have in that space to ensure that we are leveraging them to the greatest capacity and also that we don't have duplication across uh Solutions or services and how that can pair well or potentially be replaced by um some of the offerings that are either offered today that are live within our LSD environment or that are also on a shared road map with the LSD product team and so I think having that continual evaluation of what the services and tools you're leveraging and to ensure that you don't have duplication or that you you can't possibly get rid of some of those tools to to pull them in to some of these other Solutions like LSD that we're leveraging today so constantly kicking the tires and making sure that um we are are leveraging the the best tools that are offered and and that it makes the most sense for our team at a given time so um it kind of ties in with a live question we actually have so I'll just ask it straight out um what would you say like if you had to kind of count roughly like the the number of legal tools you have in your system um or or or like I guess in your in your department what would you say that is uh yeah I think that's hard our department is so uh wide ranging like our Global Security team for example I mean that's everything from our our security cameras at our warehouses and fulfillment centers to our Incident Management um all the way to supporting in partnership with our financial teams our fintech teams within our Integrations on that front but those tools that are purely legal I would say w in a range of me just probably hovering around 10 to 15 unique tools that we leverage um in a more uh dominant legal uh Department uh Solution on any given day and so that can be everything from contract life cycle management Eis Discovery ebilling um some of our communicate tools that we use to to engage with some of our outside Council and also document storage um that may not fall into the regular Realms of our contracts as well as um even engaging with alternative legal service providers and and how we do that with some of the innovative solutions in that space and so it is pretty wide ranging on that regard um but I would say anywhere from 10 to 15 tools we we are leveraging in an Department um over the last 12 months yeah that that um tallies up with what we hear from most customers typically it's it's around 10 to 15 although we've seen it as as high as and I cannot make this number up um 50 plus tools uh in some very organizational cases which terrified me when I heard that but the the value that that legal service delivery brings here is because it's based on a strategic platform service now it is that organizational wide intake system that can bring it in it can do what we like to call those kind of protos laws that 8020 um intake and where appropriate act as an on-ramp to a number of legal kind of what I like to refer to as surgical tools they're really good at what they do and we're not walking into that space we view it as very collaborative uh matter manage was a wonderful example of that we do the internal piece um ebuilding and spend management does the external matter management piece um triggering off investigations bringing you know HR to the table alongside it and legal together um that's a big Power of what what service now brings to this so um that brings the I guess the discussion Point um uh uh over here but I'd like to just open it up to any other questions that people want we had a number of Q&A that we answered we also tried to answer a couple uh online live as part of the questions um but finally if I had to have one kind of last question if you were giving advice or mentoring uh you know somebody that that was kind of coming into legal operations and they had to start a legal operations transformation project what would you tell them um yeah great question I think change is constant Innovation is going to continuously be moving us forward there's always going to be space for efficiency gains um as well as the honest assessment of identifying blind spots but I think one of the biggest uh contributing factors of success is identifying our internal stakeholders um you know with my experience over the last you know 10 plus years within legal technology and partnering with attorneys um from wide range backgrounds change management is always going to be a challenge and and I think that even exceeds or extends Beyond IL legal um but leaving that where it is I think identifying those Champions to bring along for the journey those individuals that are really looking to lean into a solution that can really nudge the person sitting next to them um or answer some quick questions on on how to be more efficient or how to better leverage the tools at hand and so for me I think it's identifying those stakeholders those Champions those end users that are really looking to to invest time into learning the solution and that will also most likely engage and and have the greatest impact or see see the the greatest efficiency gains by leveraging some of the new tools and so I think having those Champions and also building that trust and relationship with your stakeholders to know that you've identified a solution you've taken a due diligence to evaluate the market and do that that deep Discovery work to ensure that you're not wasting their time on a tool that's not going to solve their biggest pain points but also that you're not going to be constantly swapping between tools where they're not going to have to learn just one tool but um God forbid the the next 10 tools that will have to fill the gaps for the solution that you're introducing so I think having that forward facing and forward-looking um ability to understand not only the current pain points but the pain points that are around the corner um whether that be with uh greater Integrations to your solutions that are proprietary or or leaning into some of the the more offerings that are provided through the LSD solution um I think really having that that partnership and that trust with your stakeholders that you you've done the work you've identified the Champions uh that can really lean into this space to ensure that it's going to be successful um and share the good news across uh the org wonderful well um Andrew we always love kind of chatting with you um you're an oasis of kind of uh knowledge and information in the space you've been in it in it for a while so so we love kind of U getting your Insight and and take on this uh we're happy to kind of host more of these events uh we're going to be doing more in person over time we'd love to kind of uh certainly meet you in person and speak at an event live but I do hope everybody found this session useful if there are any other questions I think we've answered almost all of them actually there is one more question so I'll just get to it um has LSD been used for global trade control type requests um I will answer that live as best I can um global trade control we've had a couple of customers doing it it's not out of the box flow that we have we we have um uh um what do we call it um stock pre-clearance but I think global trade control perhaps maybe that was uh if you reach out to us directly we can tell you a little bit more I don't know if that's to do with Logistics but if it is I'm happy to respond to that uh but with that I'm going to take take this moment to just thank you um Andrew for uh for speaking with us today and we look forward to meeting you and chatting more in the future thank you very much for your time yeah absolutely really appreciate the space and the opportunity um and uh definitely happy to continue the conversation with uh you and other folks on the call and um to your point taking it offline uh we have just taken over our global trade compliance team so definitely leaning into that space and happy to kick the tires on that front as well with anyone here so uh looking forward to the future conversations I really appreciate it all right thank you well that concludes our session today thank you to everyone who attended and to everyone who participated uh we will make this recording available offline and thank you again for your time