[thedevilslawyer]

> Why on earth would a multinational for profit company spend considerable effort to actively assist people who are suing them?

Because the work overall the organization is doing becomes more valuable with this change. As an analogy, it's akin to saying you'll deal with a specific problem for this part of the day - and the rest will be focussed on other productive things. For a whole class of problems, your overall day would go better.