At the recent CLOC conference, a spotlight shone on the widening chasm between in-house legal operations professionals and outside counsel. Despite the crucial roles that legal ops teams play within corporate legal departments, it appears that many law firms continue to operate under outdated assumptions about their in-house counterparts.

During a community conversation entitled "What Do Law Firms Still Not Understand about Legal Ops," led by Emily Stedman, a commercial litigation partner at Husch Blackwell, attendees – predominantly in-house legal ops professionals – were invited to share their experiences and frustrations. The critical issue? Many outside counsels seem blissfully unaware of the existence and function of legal ops, much less how they could be partnering more effectively to streamline legal processes.

The session underscored a persistent disconnect: while legal ops professionals are increasingly recognized within the C-suite for their role in enhancing management efficiencies and applying business principles to legal processes, outside counsel often remain in the dark about these developments. This gap is especially ironic given that such knowledge could significantly benefit law firms in terms of client relationship management and operational efficiency.

Many attendees voiced concerns that outside counsel are not only unaware of legal ops but also neglect to inquire about how these teams can assist in navigating legal matters to a successful and cost-effective conclusion. Common grievances included outside lawyers not utilizing alternative resources, ignoring set guidelines, lacking transparency, and failing to submit timely and accurate billing.

A telling moment in the discussion highlighted the underutilization of technology by outside counsel. One participant recounted an incident where, during the session itself, her outside lawyer attempted to upsell her on additional services, not realizing she had already obtained the necessary information through AI tools. This anecdote was met with nods and eye rolls from the audience, encapsulating the broader frustrations felt by many in-house teams.

Moreover, when asked what outside counsel do well, the room fell silent, underscoring the dissatisfaction with the status quo. This sentiment paints a stark picture of the current state of collaboration between in-house legal teams and their external counterparts, suggesting a relationship still mired in past decades' practices.

The takeaway from the session was clear: for law firms to succeed in the future, embracing legal ops and understanding the needs and constraints of in-house teams is not optional but essential. As legal ops continue to leverage AI and other technologies to enhance service delivery, outside counsel must adapt or risk obsolescence.

In an era where legal departments are expected to do more with less, the role of legal ops has become increasingly central to achieving these mandates. Law firms that remain indifferent to this shift not only miss out on opportunities to enhance their service offerings but also risk being sidelined in an industry that is rapidly evolving. The message from the CLOC conference was unequivocal: the future belongs to those who recognize and align with their clients' changing realities.