Case Study: Syneos Health streamlines legal intake and triage with Xakia

Syneos Health needed a saner approach to legal intake and triage

Syneos Health, a healthcare company with a mid-size in-house legal team spread across four continents, was struggling with a DIY email-based legal intake process. Shared inboxes created black holes for requests, incomplete submissions, and messy reply-all chains, making it hard to track matters and wasting lawyers’ time on administrative triage. Xakia provided the legal intake and triage capability through its in-house legal matter management software.

With Xakia, Syneos Health replaced shared mailboxes with structured intake forms, automatic confirmations, dashboards, and metrics, giving the legal team better visibility and full context from the start. The results were strong: average days to assignment dropped 77% from 4.3 to 1 day, and average days to completion fell 73% from 79.1 to 21.2 days. Syneos Health also improved efficiency, saved administrative time, and increased transparency across legal matters.

Syneos Health

Megan Isaacson

Assoc. Director, Legal Operations