Shoosmiths work with client Volkswagen Group (VWG) to help deliver new legal strategy

Shoosmiths work with client Volkswagen Group (VWG) to help deliver new legal strategy


How Shoosmiths worked collaboratively with client Volkswagen Group (VWG) to help deliver its new legal strategy and streamline its working relationships with external lawyers...


Changes at VWG led to a shift in focus for the in-house legal team towards more business critical projects and core activities. This resulted in a need for new thinking in the way external law firms were used.


Working closely with the Shoosmiths team to drive these changes, VWG developed a new approach to improve working practices:

  • Development of an intranet - to make templates, best practice and the legal team itself more accessible to the business. Shoosmiths' digital team worked closely with VWG, acting as a sounding board/challenger to help develop the structure and approach.
  • Creation of a new customer care legal escalation process (including a helpline) - to allow customer care teams to raise queries direct to Shoosmiths' litigation team rather than via the VWG legal department for swifter and more effective resolution.
  • Faster scoping process - a "scoping new instructions form" for incoming matters and a conference call between Shoosmiths and the business at the start of a matter compressed the timescale for turning instructions round.
  • Indicative pricing for budgeting - a new system of menu pricing was established, making it quicker and easier for queries to be outsourced with an assurance on cost.
  • Continuous improvement - Shoosmiths worked with VWG to design a quarterly internal client survey and system for 360-degree feedback on the new processes. Feedback is regularly used to identify zones for proactive improvement and the survey results show satisfaction ratings of >90%.
  • Recognised for innovation - the collaboration between Shoosmiths and VWG was described as "standout" in the FT Innovative Lawyers Awards 2014.