IMS Legal Boosts Team Productivity by 27% with AI Workflow Automation
IMS Legal processed legal documents and PDFs for clients and expert witnesses using a tangle of email threads and Excel spreadsheets. After switching to Wavity, the team eliminated manual queue management, gained real-time visibility, and achieved a 27% increase in productivity.
Customer Snapshot
Customer: IMS Legal
Industry: Legal Services
Team Size: 9 agents (document processing team)
Previous Stack: Email queues + multiple Excel spreadsheets
Solution: Wavity Help & Service Desk with Workflow Automation
THE PROBLEM
Running a legal document operation out of email and Excel
Before Wavity, IMS Legal’s document processing team was managing high-stakes legal work through a process that was held together by inbox management and manual spreadsheets:
• Requests arrived by email — with no structured intake, no routing, and no shared visibility across the 9-person team
• Volume overwhelms — 50+ emails at once meant requests were routinely missed, delayed, or duplicated
• Manual Excel queues — the team had to copy email information into a spreadsheet just to create a working queue, adding friction to every single request
• Deadline-based prioritization only — requests were ranked by due date alone, with no way to flag critical clients or complex cases without doing it manually
• Productivity tracking was another spreadsheet — metrics like pages processed and time-per-case were logged separately, making supervisor reporting slow and error-prone
• Siloed visibility — agents couldn’t see each other’s work, notes, or progress without digging through emails and files
• No single source of truth — the team had to juggle multiple Excel files simultaneously just to manage day-to-day operations
THE STORY
The pain, the pivot, and the prize
Travis Monk manages a nine-person document processing team at IMS Legal, a firm that handles PDFs and legal records for clients and expert witnesses — often dealing with cases that involve thousands of pages of material. When Travis inherited the team’s workflow, requests flowed in entirely via email. Fifty emails could hit at once, and without a structured system to catch them, things fell through the cracks.
The team’s workaround was to manually transfer every request into an Excel spreadsheet, building their own make shift queue. Then they maintained a separate Excel file for metrics. And another for tracking. It was a fragmented, labor-intensive process that was both slowing the team down and making it nearly impossible for Travis to get a clear picture of what was happening.
“We were having to update our queue manually, as well as trying to prioritize and work and get the product out. So it was slowing us down.”
— Travis Monk,Supervisor, IMS Legal
IMS Legal’s Business Process Management Office — a dedicated internal team focused on digitizing and streamlining operations across the company — identified the need and sourced Wavity as the solution. What clinched the decision for Travis was straightforward: the all-inclusive nature of the platform and the automation capabilities. No more cobbling together separate tools. No more Excel queues. One system that could do it all.
The transition wasn’t without the usual friction. The team of nine was initially hesitant — nobody likes change. But within two to three weeks of going live, the resistance melted away. The reason was simple: they no longer had to open 20 different files to do their jobs.
“Once we got over the initial getting used to it, they were open to it. They liked not having to worry about opening up 20 different Excel files.”
— Travis Monk, Supervisor, IMS Legal
THE SOLUTION
One platform. Every request. Every metric.
With Wavity in place, IMS Legal replaced their email-and-Excel system with a single,automated workflow. Incoming document processing requests now flow directly into Wavity, where they can be tracked, prioritized, updated, and completed — all in one place. Live ticket updates mean any agent can see the current status of any case without hunting through email threads.
For Travis, the game changer wasn’t just the operational cleanup — it was the metrics. As a supervisor, he’s required to report on team performance monthly. Before Wavity, he had to piece together data from multiple sources. Now it’s all captured automatically: pages processed per case, time spent per ticket, and case-level details that were previously impossible to track without significant manual effort.
“The game changer was collecting the metrics. I’m a supervisor, so I have to watch all that monthly, and it was easier to find one spot and tag that metric to a specific case instead of trying to piece it together like we used to do.”
— Travis Monk, Supervisor, IMS Legal
IMS Legal also uses Box as their document storage layer, with Wavity handling the workflow layer on top — routing requests, tracking progress, and surfacing the data that Travis needs to manage his team effectively. The result is a clean separation of concerns: Box stores the documents, Wavity manages the work.
THE RESULTS
A 27% productivity gain — measured and documented
· 27% increase in productivity by eliminating manual queue management and repetitive administrative work.
· Full team adoption within 2–3 weeks of implementation, enabling a smooth transition with minimal disruption.
· More than 20 Excel files consolidated into a single, centralized workflow platform.
· All nine agents unified on one system, providing real-time visibility into requests, case status, and team performance.
The 27% productivity gain wasn’t a rough estimate — Travis had already done the math before this conversation. The calculation came directly from the time saved by eliminating the manual queue management process: no longer manually entering requests, no longer maintaining parallel spreadsheets, no longer searching through email chains for case details. That recovered time went back into actually processing legal documents.
The visibility gains are equally significant. Every team member can now see live ticket updates, notes, and case status in real time.There’s no more searching, no more confusion about who owns what, and no more duplicate effort on the same request.
This is just making my life much easier.
— Travis Monk, Supervisor, IMS Legal
LOOKING AHEAD
Scratching the surface
Travis is candid that IMS Legal is still early in their Wavity journey — his department is the only one currently using the platform across the entire company, and he believes they’re “barely scratching the surface” of what’s possible. The company’s BPMO is already exploring how AI could be used to auto-generate chronological case synopses for expert witnesses — a process that currently requires manually reviewing and organizing thousands of pages of legal records. Wavity’s AI-powered features are a natural fit for that next step.
Meanwhile, Travis is committed to scheduling a demo of Wavity’s newer features — many of which have been released since IMS Legal first went live — with an eye toward unlocking more value for his team and potentially expanding the platform’s use to other departments.
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