— CASE STUDIES
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Legal Services
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UK Fund
Legal Services
PE-Backed
Building an AI Centre of Excellence into a self-sufficient capability
The outcome: a CoE that now runs the full AI lifecycle itself, proven by two solutions built live in eight weeks.
CONTEXT
A US legal services and eDiscovery provider, PE-backed and growing rapidly through acquisition. AI governance policies, a firm-wide Copilot roll-out and company-wide training were already in place, alongside an internal AI Committee of Excellence. What the CoE wanted was guidance on building a prioritised AI roadmap, and the best-practice method to identify, size, build and embed workflows itself. Operationally, client records were fragmented across eight systems with no single customer view, and manual quality- control checks consumed skilled time in record delivery. Palladium was engaged for eight weeks: two weeks of workshops and hands-on training to map the value chain and rank opportunities, then six weeks turning that roadmap into running software, with the CoE leading the second build.
THE OUTCOME
- Mapped the end-to-end value chain and ranked 15 AI opportunities by
impact and feasibility into a sequenced adoption roadmap - Delivered two AI solutions into live operations: intelligent quality-control automation and a unified client view
- Automated review expected to cut quality-control effort from 40 staff hours a week to around two – close to a full-time equivalent returned to billable work
- Eight source systems reconciled into one entity model, with duplicates surfaced and a point-of-entry look-up so the problem is not recreated
- Guardrails, compliance and KPI tracking validated, so the CoE now owns the full lifecycle – identify, measure, build, embed and track
OUR APPROACH
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OUTCOMES
Digital performance assessed
Assessed digital acquisition and engagement performance, identifying over-reliance on branded search and low engagement across non-branded channels.
Customer behaviours mapped
Mapped customer segments and behaviours across digital and offline interaction patterns.
Competitive landscape analysed
Evaluated the competitive landscape to understand positioning and channel headroom.
Digital growth roadmap developed
Developed a prioritised digital growth roadmap balancing impact, complexity and cost.
Foundation for digital investment set
Provided a clear foundation for future digital investment enabling more informed decisions on channel strategy and operating model evolution.
GET IN TOUCH
If your business is experiencing challenges similar to those featured in our case studies, or if you’re seeking expert guidance on complex transactions and value creation, we’re here to help. Get in touch with us today to discuss your unique situation and discover how Palladium Digital can support your goals.
Clear
Digital performance baseline established
first comprehensive view of acquisition, engagement and channel reliance
Prioritised
Growth roadmap delivered
balancing impact, complexity and cost for pragmatic execution
Multi-segment
Customer behaviour mapping completed
Ongoing capability for rapid experimentation and deployment
PROJECT DETAILS
SECTOR
Legal Services
CLIENT
not disclosed
BACKER
not disclosed
SERVICES
AI & Data Transformation
CAPABILITIES DEPLOYED
AI & Data Transformation
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