Transformed Operations for a Legal Tech Services Company with Real-Time, 80% Faster Reporting 

About the Client 

Our client is a leading U.S.-based provider of technology-enabled legal support services, offering digital solutions that streamline litigation workflows, document management, and record retrieval for law firms, corporate legal departments, and insurance carriers. With a nationwide presence and a workforce handling thousands of client requests daily, the company’s operations rely heavily on precise and timely reporting to manage billing accuracy and client satisfaction.

Business Challenge 

Legacy reporting processes hindered visibility, agility, and operational efficiency 

As the company’s reporting needs grew with business scale, its reliance on Crystal Reports became a major roadblock. Each operational report, including ones that tracked client orders, document requests or completion metrics, required extensive SQL scripting and consultant support for even minor changes. 

Over time, the rigid structure of Crystal Reports made updates both time-consuming and costly. Data lived in multiple SQL sources, and reports often had to be manually aggregated or re-run, leading to delayed insights and limited visibility into key performance indicators. For an enterprise where thousands of client requests are processed daily, these inefficiencies directly impacted service delivery timelines, internal coordination, and executive decision-making. 

The need was clear: move from a static, consultant-dependent reporting model to a dynamic, self-service analytics ecosystem that could help teams to track operational performance in real time. 

The Zuci Solution 

Reimagined reporting with Power BI for efficiency and accountability in legal operations 

Modernized reporting to reduce bottlenecks and accelerate legal operations 

We transformed 68+ operational reports from Crystal Reports to Power BI, connecting directly to the SQL database. This eliminated manual data aggregation and intermediate exports, enabling faster, more reliable access to critical operational metrics. For a legal services player managing thousands of client requests daily, this ensured case and document tracking data could be monitored accurately and in real time. 

Centralized dashboards to improve workflow visibility 

We created intuitive dashboards consolidating daily operational data, covering order volumes, request completion rates, turnaround times, and client-specific performance. Legal operations teams could now drill down into granular details independently, monitor workflows, and identify bottlenecks, without waiting for IT or consultants. This helped managers to proactively allocate resources and maintain service SLAs. 

Streamlined reporting to enhance agility and reduce costs 

By modernizing the reporting framework, updates that previously required weeks of consultant effort could now be completed in hours. This increased operational agility allowed teams to respond quickly to new client requests or process changes, while significantly reducing the cost and dependency on specialized reporting consultants. 

Unified operational insights to drive data-driven decision-making 

Consolidating all operational KPIs into a single reporting layer gave leadership a real-time, company-wide view of performance. Executives could now assess workload distribution, identify efficiency gaps, and make data-driven decisions to optimize document retrieval processes and improve client service quality.