“We have a technology platform that we can use across the rest of the business, as well as lots of IP that we can reuse over and over again.”
– Luiz de Almeida
Shine Lawyers, Australia is a law firm that specialises in personal compensation claims; disability, insurance and superannuation claims; and class actions – on a “no win, no fee” basis.
As a firm focused on cutting legal complexity, Shine wanted to simplify its client on-boarding process.
Originally, every potential new client was taken through a manual Q&A process via the call centre, to gauge whether they had a viable lawsuit. These Q&As often took the better part of 30 minutes – which was a substantial time commitment, given that this was not necessarily time the firm could bill for. Firstly, not all enquiries lead to viable cases; and secondly, Shine offers all services on a no win, no fee basis.
Furthermore, when cases did pass the initial Q&A stage, additional information had to be gathered manually; and then call recordings were passed on to personnel for manual transcription and appointment setting with the relevant legal professional. This increased the manual workload and costs associated with client on-boarding.
When Shine wanted to move to a digital solution to improve their on-boarding process, their Chief Information Officer (CIO), Luiz de Almeida, along with their internal marketing team engaged K2 to assist with their technology integration.
Shine had already invested in the K2 digital process automation (DPA) platform, which offers easy integration with multiple different systems, as well as the tools to create custom digital forms that offer a user-friendly experience for clients and staff.
“We already had an investment in K2, which we can use from the cradle to the grave on this type of project. The security settings were all in place and we had already gone through all the rigorous testing with K2.“
– Luiz de Almeida