Unleashing productivity to deliver reliable legal advice faster

Challenge: A “rusty ball and chain”

The legal services market in the United Kingdom is experiencing rapid change because of forces including market consolidation, globalization and regulatory change. This leads to greater corporatization, new legal structures and an increased role of technology.

As a forward thinker, Keoghs recognized the need to transform their business early to support their specialist teams and drive efficiencies through advanced technology.

In common with many of their peers, Keoghs had implemented a Windows client-based legal case management solution in the past. As their need to accelerate processes increased, this solution had become a ‘rusty ball and chain’, preventing rapid changes and limiting Keoghs’ ability to scale to meet customer demands.

When looking for a replacement solution, Keoghs had several requirements that out-of-the-box case management solutions couldn’t meet.

Its focus on particularly complicated insurance claims—together with industry changes—meant Keoghs required a level of process excellence typically associated with advanced business process management tools. It needed an adaptive, flexible solution that could quickly scale – and grow alongside Keoghs – to meet ever-evolving client demands. These factors led Keoghs to choose a solution based on Nintex K2 Five and SharePoint.

Solution: Adaptive case management

Slicebread was selected as the preferred partner by Keoghs to implement a single case management solution, based on their previous experience of implementing large scale claims case management solutions utilizing Nintex K2 Five with SharePoint. The solution, named Tracker, formed Keoghs’ main business application – running 95% of all its critical processes from case management to product development and client reporting.

Tracker combined the power of SharePoint 2013 (across Document Management, Unified Desktop, Collaboration and Analytics) with document generation and Nintex K2 Five to manage and optimize business processes and increase overall business maintainability.

Designed to empower case handlers to coordinate, advocate, escalate, document, track and report across their case portfolios, Tracker enables caseworkers to make intelligent predictable judgments on cases and work allocation based on solid empirical evidence.

The solution also supports Keoghs’ lean principles, including:

• Reducing activities that add no client value
• Supporting ‘adaptive case management’
• Empowering and guiding, rather than leading-and-preventing
• Favoring visualization rather than escalations
• Reducing IT bottlenecks to process management/process improvement

Overall, the workflow solution has streamlined core processes, including due diligence, drafting, negotiation and risk assessment. It has reduced process “waste” to increase billable hours, leaving time for improved quality and intelligent decision-making.