How IMS Legal Replaced Manual Queues with Wavity and Boosted Productivity by 27%
IMS Legal processedlegal documents and PDFs for clients and expert witnesses using a tangle ofemail threads and Excel spreadsheets. After switching to Wavity, the teameliminated manual queue management, gained real-time visibility, and achieved a27% increase in productivity.
CustomerSnapshot
Customer: IMS Legal
Industry: Legal Services
Team Size: 9 agents (documentprocessing 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 managinghigh-stakes legal work through a process that was held together by inboxmanagement and manual spreadsheets:
• Requests arrived by email — with no structured intake, norouting, and no shared visibility across the 9-person team
• Volume overwhelms — 50+ emails at once meant requests wereroutinely missed, delayed, or duplicated
• Manual Excel queues — the team had to copy email informationinto a spreadsheet just to create a working queue, adding friction to every singlerequest
• Deadline-based prioritization only — requests wereranked by due date alone, with no way to flag critical clients or complex caseswithout doing it manually
• Productivity tracking was another spreadsheet — metrics likepages processed and time-per-case were logged separately, making supervisorreporting 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 multipleExcel files simultaneously just to manage day-to-day operations
THE STORY
Thepain, the pivot, and the prize
Travis Monk manages anine-person document processing team at IMS Legal, a firm that handles PDFs andlegal records for clients and expert witnesses — often dealing with cases thatinvolve thousands of pages of material. When Travis inherited the team’s workflow,requests flowed in entirely via email. Fifty emails could hit at once, andwithout a structured system to catch them, things fell through the cracks.
The team’s workaroundwas to manually transfer every request into an Excel spreadsheet, buildingtheir own makeshift queue. Then they maintained a separate Excel file formetrics. And another for tracking. It was a fragmented, labor-intensive processthat was both slowing the team down and making it nearly impossible for Travisto get a clear picture of what was happening.
“We were having to update our queue manually, as well as trying toprioritize and work and get the product out. So it was slowing us down.”
— Travis Monk,Supervisor, IMS Legal
IMS Legal’s BusinessProcess Management Office — a dedicated internal team focused on digitizing andstreamlining operations across the company — identified the need and sourcedWavity as the solution. What clinched the decision for Travis wasstraightforward: the all-inclusive nature of the platform and the automationcapabilities. No more cobbling together separate tools. No more Excel queues.One system that could do it all.
The transition wasn’twithout the usual friction. The team of nine was initially hesitant — nobodylikes change. But within two to three weeks of going live, the resistancemelted away. The reason was simple: they no longer had to open 20 differentfiles to do their jobs.
“Once we got over the initial getting used to it, they were open toit. They liked not having to worry about opening up 20 different Excel files.”
— Travis Monk,Supervisor, IMS Legal
THE SOLUTION
One platform. Everyrequest. Every metric.
With Wavity in place,IMS Legal replaced their email-and-Excel system with a single,automatedworkflow. Incoming document processing requests now flow directly into Wavity,where they can be tracked, prioritized, updated, and completed — all in oneplace. Live ticket updates mean any agent can see the current status of anycase without hunting through email threads.
For Travis, the gamechanger wasn’t just the operational cleanup — it was the metrics. As asupervisor, he’s required to report on team performance monthly. Before Wavity,he had to piece together data from multiple sources. Now it’s all capturedautomatically: pages processed per case, time spent per ticket, and case-leveldetails that were previously impossible to track without significant manualeffort.
“The game changer was collecting the metrics. I’m a supervisor, so Ihave to watch all that monthly, and it was easier to find one spot and tag thatmetric to a specific case instead of trying to piece it together like we usedto 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, trackingprogress, and surfacing the data that Travis needs to manage his teameffectively. The result is a clean separation of concerns: Box stores thedocuments, Wavity manages the work.
THE RESULTS
A 27% productivity gain — measured and documented
· 27% increase inproductivity by eliminatingmanual queue management and repetitive administrative work.
· Full team adoptionwithin 2–3 weeks of implementation,enabling a smooth transition with minimal disruption.
· More than 20 Excelfiles consolidated into a single,centralized workflow platform.
· All nine agentsunified on one system, providing real-timevisibility into requests, case status, and team performance.
The 27% productivity gain wasn’t a roughestimate — Travis had already done the math before this conversation. The calculationcame directly from the time saved by eliminating the manual queue managementprocess: no longer manually entering requests, no longer maintaining parallelspreadsheets, no longer searching through email chains for case details. That recoveredtime 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 moreduplicate effort on the same request.
This is just making mylife much easier.
— Travis Monk, Supervisor, IMS Legal
LOOKING AHEAD
Scratching thesurface
Travis is candid that IMS Legal is stillearly in their Wavity journey — his department is the only one currently usingthe platform across the entire company, and he believes they’re “barely scratchingthe surface” of what’s possible. The company’s BPMO is already exploring how AIcould be used to auto-generate chronological case synopses for expert witnesses— a process that currently requires manually reviewing and organizing thousandsof pages of legal records. Wavity’s AI-powered features are a natural fit forthat next step.
Meanwhile, Travis is committed to schedulinga demo of Wavity’s newer features — many of which have been released since IMSLegal first went live — with an eye toward unlocking more value for his teamand potentially expanding the platform’s use to other departments.
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