Lucy Stark, Managing Partner at Holland & Hart; Alissa Hill, Director of Administrative Support; and Sara Hutchinson, Legal Support Manager at Arnall Golden Gregory LLP engaged in an engaging discussion about how data is helping to shape the future of legal support. In a session packed with value, I wanted to put pen to paper and highlight the top three actionable tips our panelists shared that can help your firm build a future-ready support model. 

Lucy Stark reminded us that successful change isn’t just about technology - it’s about people: “I think as you go through this, remember that data can lead to amazing things and better decisions. You have to remember that at all points along the way, there are these real people and you're not going to get really good data unless you get all those real people to buy in.” 

In practice, this means actively engaging your lawyers and support staff in the change process. Listen to their concerns, show them the benefits of a data-driven approach, and involve them in decision-making. When your team understands and owns the process, resistance fades, and you build a foundation of trust that makes the transition smoother for everyone. 

Sara Hutchinson hit the nail on the head when she said, “It's important to have a clear understanding of what you want from the data as you're building things out.” In other words, start with a clear vision.  

Before diving into analytics or rebuilding your workflows, define what you’re trying to achieve. Are you looking to cut down on manual tasks, improve turnaround times, or better match support staff to workload? With a clear end goal in mind, every data point you collect becomes purposeful. This will not only streamline your processes but also ensures you’re gathering insights that truly matter. 

Alissa Hill offered a very practical strategy, “I would say think about the project and the steps. I assessed where we currently were in our adoption process and broke it up into different benchmarks that we wanted to hit.” Instead of trying to overhaul your entire support model overnight, break the transformation into manageable steps. Set clear, achievable benchmarks and adjust as needed. 

Embracing change doesn’t mean you have to be perfect right out of the gate - it means being flexible and celebrating each win, no matter how small. This phased approach not only reduces the risk of overwhelming your stakeholders but also builds momentum as your team sees tangible progress along the way. 

In Summary 

Data-driven in more than a buzzword – it is key to transform legal support for a more efficient, responsive, and human-centered future. By knowing exactly what you want from your data, getting your team fully involved, and breaking the change process down into manageable steps, you can create a support model that truly makes a difference. 

The insights shared during our session at the BigHand Virtual Conference highlight that while technology plays a crucial role, the real magic happens when you combine it with clear goals, engaged people, and a willingness to adapt. I encourage you to take these tips back to your firm and see how they can help you streamline workflows, improve service delivery, and ultimately drive better outcomes for both your internal teams and your clients. 

For more insights and to hear the full discussion from our expert panel, watch the session here. Also, let’s keep the conversation going! Reach out if you’d like to explore how these data-led strategies can be tailored to your firm.