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Published 10 February 2021
International law firm DAC Beachcroft is realising further electronic working efficiencies with the launch of its latest technological solution, Workcentre, driving a quicker, more streamlined service for its clients.
DACB worked with intelligent automation company Lithe and business support services provider Williams Lea Tag to develop a bespoke, fully-scalable, web-based platform to enable faster, more accurate transfer of client and matter data into the firm. It ensures new instructions, mail and all matter-related communications are instantly logged in a central system and, through advanced optical character recognition (OCR) capability, the platform improves precision and automatically captures more data, eliminating the need for manual data entry and speeding up processes.
David Pollitt, DACB’s Managing Partner, said, “Over the years we have customised and adapted our systems to cope with more and more electronic correspondence, but as we are moving towards increased digitalisation, we have invested in a new solution that will stand us in good stead for years to come and deliver efficiencies to our clients.”
Workcentre will introduce numerous benefits, incorporating new technologies such as Robotic Process Automation (RPA) which will automatically extract new instructions and data from client portals, providing significantly improved management information. It will also generate a Service Level Agreement (SLA) dashboard for increased management visibility and efficiency.
Crucially, Workcentre gives the firm complete visibility of the demand coming into the business and streamlines the allocation of work to DACB’s teams. It does this through an algorithm that takes into account each person’s level of experience (user profile), availability (holiday/sickness) and capacity (number of active matters).
“The automation Workcentre provides means that new instructions are being logged instantaneously, rather than loitering in an inbox,” said Brian Pearse, Chief Operations Officer of DACB’s Claims Solutions Group. “This speed, combined with the improved data quality and quantity, means we can provide our clients with a faster service and pass on the benefits of bigger and better data.
“The improved visibility over demand also means we can take decisions about work allocation based on real-time ‘science’ rather than emotion or incomplete and out-of-date data. That ability to manage workloads means our clients will get a better all-around service – and we can better look after our colleagues.”
Craig Dickson, CEO of DACB’s Claims Solutions Group, added, “This is yet another example of innovation at work at DACB. Most Insurance law firms are only just introducing their first-generation electronic solutions. We have used an electronic working platform for years, but we are constantly asking ourselves how we can make further improvements. Workcentre is a next-generation innovation born of this creative mind set, and the new capability it introduces brings immediate beneficial impact to our clients and our lawyers.”