How Hims is Empowering a 30-Person Legal Team with Streamline AI for Intake and Scalable Legal Ops

Executive Summary:

The Challenge:

Over the last few years, the Hims & Hers legal team saw a significant rise in the volume and complexity of legal requests due to the company’s growth in business and investment in new initiatives. The team wanted to centralize the legal intake process to boost efficiency and enhance communication with their business partners. 

The Solution:

Hims & Hers conducted an RFP process to find a legal intake solution that could address its evolving needs. Streamline stood out through its design specifically tailored for in-house legal teams. Streamline’s interface enabled relevant members of the Hims & Hers legal team to manage incoming legal requests and easily add other members of the legal team and business teams to workflows, fostering greater communication among matter stakeholders. The platform’s ability to integrate seamlessly with tools like Slack and email was also crucial in Hims & Hers’ decision.

Key Outcomes:

Streamline has optimized the operation of Hims & Hers’ 30-person legal team by centralizing information, enhancing visibility, and enriching communication among the legal and business teams. The platform has enhanced workflows, supporting efficient request and communication handling. Key benefits include consolidated communication, enhanced visibility through easy stakeholder inclusion, and progress tracking. Streamline provided Hims & Hers with a scalable solution that supports their continued growth and enhances the collaborative relationship among the legal and business teams.

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Detailed Case Study

Featured Customer:

• Company Name: Hims, Inc. (known as Hims & Hers)
• Industry: Healthcare and Technology
• Size: 1,800+ employees
• Location: San Francisco, CA (HQ) (Remote-first company)
• Legal team size: Approximately 30 at the time of publishing

Hims & Hers is the leading health and wellness platform on a mission to help the world feel great through the power of better health. Hims & Hers aims to make quality healthcare more convenient and affordable. Its telehealth platform enables accessible, personalized, and discreet care for various conditions, including mental health care, dermatology, weight management, and sexual health.

The Challenge:

Hims & Hers wants to scale its legal intake operations in line with the rapid growth of the business to ensure continued efficiency and effectiveness in supporting business partners as the company grows quickly. 

“We were looking for a sophisticated solution to enable us to scale up our legal intake process with our company’s rapid growth,” explained Kyle Rhodes, Head of Legal Operations at Hims & Hers, whose role was central to expanding and scaling up the legal team’s capabilities during explosive growth. “We needed a platform that is easy for our business partners to interact with and drives efficient communication among all relevant stakeholders.”

As a primarily remote company, Hims & Hers employees rely on tools like Slack to communicate. Finding a solution that could centralize communications from Slack and email was a key focus to ensure business partners could continue to communicate with the legal team via the tools they already used on a day-do-day-basis. 

The need for a robust and user-friendly solution for legal intake became an important operational goal as the volume and complexity of legal requests increased.

The Solution:

Hims & Hers initiated an RFP process to find a legal intake system that could meet the evolving needs of Hims & Hers. Several solutions were considered carefully, including well-known enterprise legal management (ELM) and workflow automation platforms. 

Streamline quickly emerged as the frontrunner and demonstrated clear differentiation due to being:

• Designed for Legal: Streamline demonstrated that it understands the nuances of corporate legal work, addressing complexities often overlooked by other solutions.
• Not just for contracts: Streamline can handle all legal intake requests, not just contracts.
• Easy, granular automation for Legal: Enabled Hims & Hers to quickly implement precise, tailored automation for each business team’s specific process requirements.
• Agile: Streamline’s no-code interface empowers Hims & Hers’ legal team to make changes in seconds, driving efficiency.

“There is so much nuance to legal service delivery that Streamline captures well,” emphasized Rhodes. “A huge part of what we need with legal intake is to be able to loop other people in as needed easily. Matters rarely touch just one person or just one team within the company; we often need to bring in many people. With Streamline, relevant stakeholders from the legal and business teams have visibility into matters, allowing us to track progress easily, and it’s very easy to loop others in from the requestor’s team and other teams, which enhances communications among teams.”

Outcomes:

Streamline has become a useful tool for the Hims & Hers’ legal team by centralizing requests and boosting visibility among stakeholders. Leveraging Streamline’s simplified workflows has further enhanced engagement between the legal and business team, resulting in greater efficiency in handling requests. 

The data captured through Streamline provides insights into team performance, informing resource needs and allocation and helping the legal team balance competing priorities. Streamline offers a critical place to share communication, making it easy to have conversations among stakeholders regarding specific matters and helping build a centralized knowledge base for the future.

 “The way the system is set up makes it easy to aggregate all conversations into one place,” Rhodes explained. “For the same matter, all in the same place, we can have one conversation in progress with the requester team and, simultaneously, a separate internal team conversation for legal-only topics. It’s easy to go in and see what decision was made or what advice was provided, which helps build institutional knowledge within our team about our perspectives for advising our business partners. This has been especially helpful as our company and legal team has grown, allowing newer employees to have easy access to historical legal guidance and business decisions.”

• Enhanced Visibility: Streamline’s follower feature allows for the inclusion of relevant stakeholders on the legal and business teams, improving transparency, reducing miscommunication, and providing leaders with oversight into their team’s workload.
• ‍Improved User Experience: Streamline’s intuitive interface and streamlined intake process allow for easy enablement for our business users. “It’s really easy for our business partners to use, so our engagement is stronger than ever,” Rhodes noted. Features like the global Slack shortcuts for intake further simplified the process of submitting legal requests.
• ‍Flexible Integration: Streamline’s ability to integrate with existing workflows, including email and Slack, proved essential for capturing all legal work, even when initiated outside the platform.

“We really like the flexible options that Streamline provides,” observed Rhodes. “We can easily move something out of email by intaking it into Streamline, but from there, the system gives us choices about whether to continue working on that matter in Streamline or copy a custom URL and reference that same matter in an email thread so the conversation can continue over email. In either case, the matter updates in Streamline.”

Recommendation to Peers:

“Streamline provides an important source to find and share the various legal advice provided across the company, which is invaluable,” emphasizes Rhodes. “And Streamline is easy to set up and maintain because it’s intuitive to use and to drive engagement with our business partners.”