How automated processes accelerated and improved the experience for LegalZoom's clients and staff.

Initial Challenges and Client Context

Fast on the outside, slow on the inside

Manual processing caused delays, friction, and errors for customers expecting agility.

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LegalZoom® is a U.S.-based company listed on NASDAQ (LZ) that specializes in online legal services such as will creation, company formation, and trademark registration.

Although the client-facing experience was fully digital, the internal order processing—critical for services like intellectual property and company formation—still relied heavily on manual work across multiple systems.

This resulted in delays of up to 10 days, as well as errors, rework, and an experience that, while accepted for years, no longer met the expectations of users accustomed to immediacy.

“EDSA has been an instrumental in the implementation of UiPath and maintenance of the complex bot ecosystem that powers our business.”

Ana García, VP, Data and Platform Engineering

Solution Development

The legal strategy: automation with technological jurisprudence

Orchestration, integration, and speed to modernize processes without breaking what already works.

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Faced with this scenario, LegalZoom decided to redesign its operations from the ground up, looking for a solution that could enable end-to-end (E2E) order processing automation without compromising regulatory compliance, traceability, or operational control.

Together with EDSA, LegalZoom’s engineering team designed and implemented a platform hosted on AWS that processes purchase orders from initiation to completion—without administrative intervention in key stages.

Camunda BPMN® orchestrates the entire workflow.

The automations, developed by EDSA in UiPath, handle tasks such as:

  • Interaction with external websites and government entities
  • Updates and queries in internal legacy systems
  • Synchronization with Salesforce for traceability and operational team follow-up

This solution consolidated a previously fragmented operation into an intelligent, automated, and scalable flow—reducing delays and errors, improving traceability, and freeing the team to focus on higher-impact strategic work.

“A critical aspect of our collaboration has been the ongoing support provided, particularly concerning changes to external sites. The speed and efficiency with which your team addresses and resolves issues related to these changes have been a significant game-changer for us. In past experiences, technology would quickly become outdated and unusable following external site updates, forcing us back to manual processes. Your consistent and rapid resolution times have ensured our systems remain operational and effective, preventing workflow disruptions and maintaining efficiency.”

Impact and Achieved Benefits

Operational acceleration in managed legal services

When automating processes means transforming the customer experience

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LegalZoom, in collaboration with EDSA, successfully redesigned order processing in key areas such as company formation and intellectual property, achieving substantial improvements in efficiency, scalability, and operational quality.

Turnaround time was reduced by 70%, from 10 days to just 3—allowing users to receive their orders much faster and in line with digital customer expectations.

Today, the platform processes 60,000 orders per month, of which over 50,000 are handled fully automatically, without human intervention. This automation represents a monthly savings of 20,000 hours, equivalent to 140 FTEs, previously spent on repetitive administrative tasks.

In addition to time and cost savings, the solution significantly reduced errors and rework—strengthening process reliability and enhancing the customer’s perception of the service.

Automation not only optimized operations: it established a new way of managing legal services at scale—faster, more accurate, and aligned with the standards expected in today’s digital legal ecosystem.