Delivering True Client Empowerment with Acumen: Q&A with Seth Magaw

Q: With so much pressure to do more with less, what’s the biggest challenge legal teams face when overseeing a high volume of matters? 

A: One of the biggest challenges legal teams face is completing requests that require multiple steps and resources. This can cause delays in quickly getting documents in front of their case teams. Firms and in-house counsel are under pressure to do more with fewer resources and fast time frames – without sacrificing defensibility and quality.  

That’s the philosophy behind Acumen. It simplifies Relativity administration by giving teams intuitive, on-demand control over their matters. From setting up workspaces to managing users or generating reports, Acumen streamlines the process – so teams can act immediately, make updates when needed, and maintain consistency without technical and administrative barriers. It’s easy to use, efficient, and built to let legal professionals spend less time navigating technology – and more time delivering results. 

Q: Can you break down what the traditional service model looks like, and where it falls short?  

A: In the traditional model, if a client needs a new workspace, adds a user, or wants to process data, they have to submit a request to their service provider. That can take unnecessary and precious time depending on the provider’s availability. There’s also the added cost that comes with each request. It creates delays and dependencies that legal teams simply can’t afford, especially when they’re working under tight deadlines or shifting priorities. The pace of litigation doesn’t wait.

Q: So how does Acumen change that dynamic? 

A: Acumen was designed to give legal teams the power to act immediately. It gives them enhanced administrative control over their Relativity environments – but in a way that’s secure, auditable, and easy to use. That means if you need a new workspace, you don’t have to wait on us. You log in, create it, and keep moving. If you need to add a reviewer or adjust user permissions, you can do that in seconds. That level of autonomy is a total shift from the old “request and wait” model. 

Q: What kind of tasks can clients now manage independently with Acumen? 

A: It’s a pretty broad set of capabilities. They can create and manage workspaces, add or remove users, initiate data processing, and generate both matter-level and portfolio-wide reports – all in real time. There’s no delay. That also means they can respond faster to new case filings, urgent discovery requests, or internal reporting needs. One of the most popular features is executive dashboards that show insight across all matters. It’s a huge win for visibility and decision-making. 

Q: It sounds like this shift also changes the nature of the client–vendor relationship. How so? 

A: I would say it enhances the relationship. At Array, we don’t want to be just a vendor that completes tasks – we want to be a partner. Acumen helps us act from the perspective of the customer. It’s not about always relying on us to do the work for the client. It’s about giving them the control to do the work themselves, but with the confidence that we’re behind them if they need support. That builds trust. It also means our client success conversations become more consultative. Instead of “Can you create this workspace for me?” it becomes “Let’s talk about what you are trying to accomplish and options on how best to make that happen.”

Q: Any client success stories that stand out to you? 

A: Absolutely. One that comes to mind is a client who received an unexpected data load late on a Friday night.  The litigation support manager was able to create a new Relativity workspace, and load and process the data over night.  Over the weekend the Array project manager was able to work with the client in identifying some important emails (information) for an upcoming hearing that next week.  Acumen enabled the client to handle most of the administrative work – creating the new Relativity workspace, transferring and processing the data, and adding reviewers – all in real-time, regardless of which Relativity environment they were using. 

They saved a tremendous amount of time and significantly reduced reliance on external support. Reviewers were able to start sooner and not wait for Monday. Later, they used Acumen’s reporting tools to analyze spend and uncover cost-saving opportunities across their portfolio. That’s true client empowerment in action. 

Q: Final thoughts – what does client empowerment mean to you? 

A:  It means giving clients control over their outcomes. It’s the ability to operate without friction, adapt without waiting, and act with clarity. Acumen was built with those principles in mind. And as legal teams evolve, we’re evolving with them – helping lead them with smarter, more agile technology. 

Seth Magaw, Senior Director, eDiscovery Client Services 

With over 25 years of experience in the eDiscovery industry, Seth has committed his career to building culture in service delivery teams and enhancing the customer experience. Throughout his career, he has demonstrated expertise in overseeing complex eDiscovery requests, forensic collection projects, and electronically stored information (ESI) hosting initiatives.