Case Management Challenge
Avoid disruption, reduce tasks, create digital journeys
The Challenge
A leading Manchester Law firm had evolved a manually intensive, error prone process to on board clients and process payments. It relied on various systems including Quill, HooYou and Sharepoint. There was an interoperability problem
The Solution
Needed to quickly provide visibility to users and partners, eliminate errors and free up capacity from manual tasks. By leveraging Toca’s ability to connect, a digital wrapper was created around the legacy systems, transforming the user journey. Accurate and timely information was made available to all
The Value
The users were freed up from admin tasks (reduced by 36%) to focus on higher value tasks. Partners and compliance staff had access to information on demand and were less disrupted. The speed of compliance and other processes contributed to an overall reduction of 50% to deliver a case
Client Service Challenge
Eliminate manual tasks,eliminate errors, free up capacity
The Challenge
The firm provides services to online estate agents via various portals. Whilst some could be integrated with, for others this approach was not possible. This required scarce and skilled human resources needed to perform extract, transform, load (ETL) tasks between systems. Maintaining required service levels was a constant challenge
The Solution
The ETL tasks were both rules based and repetitive so we trained a software robot to complete them on an agreed schedule. The robot was able to work a factor of 20 times faster than a human and had a zero error rate.
The Value
Service levels were immediately transformed and errors in the data resolved so that both systems contained more accurate information. Human resources were freed up from mundane tasks to do more human work elsewhere
Information Distribution Challenge
Empower client self service
The Challenge
A well respected regional law firm sought productivity and client service improvement. Having implemented leading options for payment and AML they realised that using email to transmit sensitive information had implications related to security and compliance.
The Solution
A simple to use and secure client portal empowered clients to self-serve. All the information they should wee was readily available which quickly cut down the volume of resend requests. Clients were able to respond more quickly and easily provide requested information directly into the relevant folder
The Value
Eliminating fraud and compliance risks, reducing tasks for clients and fee earners, upgrading user experience and reducing lag times were each noted
