CLIENT PROFILE
The Challenge
Handling a high volume of between 30,000 to 35,000 cases a year, creates a number of complex data-related challenges. The firm runs cases through its case management system, Thomson Reuters Elite MatterSphere, and has various workflows in place to help the firm manage extraordinary case volumes using Aderant Expert as the overall practice management system. Given the pressure on margins, even small gains can have a large positive impact on the bottom line. “We are constantly trying to look to where we can gain efficiency in our processes. With that volume of cases, saving even a little bit of time can have a significant impact” explains Peter Kettleborough, Head of IT and business process at Thompsons.
Though Kettleborough is keen to point out that the human factor is still a key element and improved employee wellbeing is part of the benefits of process automation;
“This is about enhancing efficiency for the firm but its key for us that the staff see that efficiency helping them day to day” He goes on to say; “If you’re having to key in the same information repeatedly, it’s not making someone’s job better or giving them job satisfaction. Reducing the dull, repetitive piece gives you the opportunity to increase your skills so it’s a win-win situation.”
Peter Kettleborough
Selecting the right partner is key to success
Thompsons began looking around two years ago at solutions based around robotic process automation (RPA) and implemented a trial with DocuSign in to automate the way that documents are sent out for signature, moving away from a cumbersome and error prone email-based process. The latest phase in the digital transformation journey was then to find a way to automate the way the firm handles its fixed fee billing process.
In the summer of 2019, the firm started exploring various RPA options with Automation Outcomes on how they could help to automate these billing processes. The goal being to remove the repetitive element of the work carried out by the billing team. Automation Outcomes co-founder Gavin Price and his team worked with Thompsons to explore solutions. “We knew that we had inefficiencies that were taking up a lot of time. They (Automation Outcomes) went through all the processes with the team. You have to accommodate for every scenario in the process and if you forget about an exception, you hit a blocker.” Kettleborough explained.
Business Impact
The time spent by Automation Outcomes with the Thompsons’ team was well invested, and Thompsons is today initiating automated bills through MatterSphere, generating a record in the database of the bill details required for each case. The robot is scheduled to examine these tables in the database and extracts the relevant information and then automatically opens Aderant and proceeds to process the information from the database into the bill.
“Historically it would have been done with a form and sent to finance by email, which involves a lot of duplication. Now the robot is programmed to check the database at 9am, 12 noon and 3pm to pick up the work each day. You can now run different processes at different times.”
Explains Kettleborough.
Vision
Thompsons is now automating more complex bills using Automation Outcomes, Says Kettleborough; “There is no end to what you can do with the product and the software, and we need to work out where we go next. There are lots of processes that would benefit from automation, such as file closure and the processes around that. Any regularly repeated processes can be automated, although it has to be a fairly simple decision.” The 100-year-old law firm is keeping pace with technology today in a bid to implement digital transformation tomorrow.
About us
Automation Outcomes are a blend of experienced business analysts, developers and process automation experts who work to help companies improve efficiency and reduce operational costs. We do this by automating repetitive business tasks utilising the latest RPA processes and technologies. Contact us today to arrange an automation workshop where we can explore the benefits of automation to your business.
