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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.
Tecala met with the Shine marketing team and explained that instead of engaging in time-consuming and costly development projects to integrate forms into Shine’s on-boarding systems, we could create a solution using K2 Smart Forms and Smart Objects.
We began with a 10-day Proof Of Value project, during which we created K2 Smart Forms that replicated the forms Shine had already created. These new K2 Smart Forms are both interactive and intelligent.
Depending on their responses, clients may be directed down specific branches of questioning, to speed up the process and enhance the customer experience. By automating these question flows and associated process steps, Shine has been able to dramatically reduce the amount of manual work involved in the new enquiry on-boarding process. Additionally, there’s no need for legal professionals to get involved until an appointment is booked. At this stage, the lawyer receives comprehensive and up-to-date information on the case.
Shine is not only reducing the load on the call centre and its lawyers, but also building a healthy pipeline of appointments that may otherwise have been lost.
Following on from this project’s success, Shine and Tecala are currently working on several intelligent automation initiatives that leverage our client’s K2 investment and our expertise in intelligent automation.
Luiz de Almeida, Chief Information Officer and Chief Innovation Officer, Shine Lawyers
Business process automation is a long-term strategy. In a short 30-minute discussion, we’ll assess where you are on your journey and identify the key areas for intelligent automation services in your business that will streamline processes, drive efficiencies, and improve profitability.
Growing global contingent workforce management company, CXC, has engaged with Tecala to strengthen its email protection framework, significantly reducing the number of malicious messages received by staff.
Growing global contingent workforce management company, CXC, has engaged with Tecala to strengthen its email protection framework, significantly reducing the number of malicious messages received by staff.
HESTA’s senior management took the decision to undertake a strategic review of the organisation’s entire information technology strategy. The goal was to ensure that the resources in place could not only support current operations, but also scale to meet future demands.
HESTA’s senior management took the decision to undertake a strategic review of the organisation’s entire information technology strategy. The goal was to ensure that the resources in place could not only support current operations, but also scale to meet future demands.
In the fewer than six months since its launch, LifeFlight’s new mission system has processed more than 2000 missions. For LifeFlight crew, it used to take half an hour to finalise each mission’s information across various systems. With the Jigx mobile app, it can take as little as a minute after returning back to base.
In the fewer than six months since its launch, LifeFlight’s new mission system has processed more than 2000 missions. For LifeFlight crew, it used to take half an hour to finalise each mission’s information across various systems. With the Jigx mobile app, it can take as little as a minute after returning back to base.
A leading provider of innovative insurance products and services, DKG Insurance Brokers chose to adopt an automation-first mindset during 2020. Their goals? To create exceptional customer experiences and opportunities for their employees; and build a more competitive, future-ready business.
A leading provider of innovative insurance products and services, DKG Insurance Brokers chose to adopt an automation-first mindset during 2020. Their goals? To create exceptional customer experiences and opportunities for their employees; and build a more competitive, future-ready business.
Brokers end up spending up to three-quarters of their day re-keying information between emails, spreadsheets, and other systems. Robotic process automation (RPA) is a key antidote to this issue.
Brokers end up spending up to three-quarters of their day re-keying information between emails, spreadsheets, and other systems. Robotic process automation (RPA) is a key antidote to this issue.
Coates, Australia’s leading equipment solutions provider, partnered with Tecala to build an intelligent automation solution that could relieve its accounts payable (AP) team from being buried under the mountain of invoices that were coming in daily from over 4,000 suppliers.
Coates, Australia’s leading equipment solutions provider, partnered with Tecala to build an intelligent automation solution that could relieve its accounts payable (AP) team from being buried under the mountain of invoices that were coming in daily from over 4,000 suppliers.
As a firm focused on cutting legal complexity, Shine Lawyers wanted to simplify its client on-boarding process. As a firm focused on cutting legal complexity, Shine wanted to simplify its client on-boarding process.
As a firm focused on cutting legal complexity, Shine Lawyers wanted to simplify its client on-boarding process. As a firm focused on cutting legal complexity, Shine wanted to simplify its client on-boarding process.
An AI-powered bot unlocks productivity gains and future-proofsone of Australia’s largest private tertiary education providers to help process enrolment applications within 24 hours of receiving them.
An AI-powered bot unlocks productivity gains and future-proofsone of Australia’s largest private tertiary education providers to help process enrolment applications within 24 hours of receiving them.
Tecala, an Australian, award-winning technology services provider, partnered with My Plan Manager to create and implement the Automated Claims Experience (ACE) platform incorporating the UiPath AI-powered automation solution.
Tecala, an Australian, award-winning technology services provider, partnered with My Plan Manager to create and implement the Automated Claims Experience (ACE) platform incorporating the UiPath AI-powered automation solution.
