A global healthcare leader headquartered in the U.S, with over 125,000 employees across 60 countries, aimed to modernize its legal department to better support its mission of affordable, accessible healthcare. With growing demands for efficiency, agility, and data-driven decision-making, the legal department launched a Global Transformation Project, leading to great results as they partnered with DiliTrust.

CASE STUDY – MATTER MANAGEMENT

Driving a 10% Cost Reduction Through Legal Innovation

How a century old global healthcare leader modernized legal processes and reduced costs.

Ottakringer Getränke AG

AT A GLANCE

Challenges

  • Inefficient billing process with no automation for outside counsel appeals
  • Limited analytics, hindering cost-effectiveness tracking of wins, settlements, and appeals
  • Rigid legacy system unable to support AFAs or regional process variations

Results

  • 10% annual reduction in legal expenses through process efficiencies and smarter AFAs
  • Automated invoice appeal process, reducing manual interventions
  • On-time, on-budget implementation of large-scale projects across global offices

Products Used

Matter Management

INTRODUCTION

A global healthcare leader headquartered in the U.S, with over 125,000 employees across 60 countries, aimed to modernize its legal department to better support its mission of affordable, accessible healthcare. With growing demands for efficiency, agility, and data-driven decision-making, the legal department launched a Global Transformation Project, leading to great results as they partnered with DiliTrust.

THE CHALLENGES

Inconsistent rigid processes & lack of visibility

When a company carries over a century of history, it is no surprise to face challenges such as dealing with rigid and no longer viable processes. This diversified Healthcare Leader required an agile law department to support its goals. This was no easy task, as they struggled with:

  • Inefficient billing process, as the invoice adjustment challenges stemmed from a lack of automation for outside counsel appeals.
  • Poor outcome tracking due to the lack of analytics of the existing solution, making it hard to assess the cost-effectiveness of wins, settlements, and appeals.
  • A rigid legacy system, that couldn’t accommodate alternative fee arrangements (AFAs) or support international regional differences in matter management.

The Global Transformation Project meant to tackle each one of these blocking points, to ease legal operations locally and globally.

THE SOLUTION

A flexible and analytics driven Matter Management platform

After a thorough search for the best solution, the Healthcare Leader’s Project Team realized they needed a technology partner who would be a business partner rather than simply a vendor. In a cross-team effort involving the law department, IT, and external consultants, the choice boiled down to DiliTrust’s Matter Management. Once the implementation went through in the U.S. first, they obtained:

An integrated matter management and e-billing system, to support core legal operations across global offices.

Advanced analytics enabling
data-driven AFA negotiations and better decision-making by providing visibility into
cost-performance metrics.

Customized workflows to suit international business processes, allowing for regional flexibility rather than enforcing a “one-size-fits-all” model.

A strong partnership model as DiliTrust provided continuous proactive support during onboarding, template creation, and system integration, emphasizing co-creation.

The Director of Legal Operations expressed great satisfaction regarding the onboarding and implementation process. Implementing new tools can be daunting, but for this healthcare leader things went smoothly and everything was deployed in a timely manner, which is rare given the scale of the project.

THE RESULTS

Efficient invoice processing, automated workflows and cost savings

  • 10% annual reduction in legal expenses, driven by process efficiencies, smarter AFA structures, and spend analytics.
  • Improved invoice appeal process with automation replacing manual interventions.
  • On-time and on-budget project delivery, which was described as a rare achievement for large-scale legal tech implementations.

The legal department has continued to evolve, and DiliTrust Matter Management has been rolled out to other regions as a common global platform, including for matter management. The Director of Legal Operations rated their DiliTrust experience, from implementation to the tool itself, a 5 out of 5.

We can pay for any system to do many of the things that DiliTrust does, but what we really didn’t want to do was to spend our time talking about problems, or negotiating about upgrades. We just wanted to focus the conversation on what’s next. How do we accomplish that next challenge? That’s where DiliTrust stood apart from the competition.

Director of Legal Operations

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