"Empowering the PA to feel they don’t necessarily have to execute everything that comes across their desk; that they too can make use of a restructured support staffing model, can be a great way to increase adoption and efficiency."

"An effective hybrid working model needs a strong foundation of structured workflow processes that ensure work is allocated quickly and easily to the right resource at the right time within the business, removing any uncertainty for lawyers on where their tasks are being delegated"

"If we think of this solely from the client’s perspective, it seems like a no brainer. Why wouldn’t they want their work to be completed in the most efficient way?"

"Those firms that combine support team structural change, with a proper workflow system that provides data to help make informed decisions for the future, will gain the competitive edge and be able to better meet client needs for more efficient and cost-effective support."