Intelligent automation for a stronger pipeline
Shine Lawyers enlisted the help of K2 partner rapidMATION to develop an intelligent process automation solution that integrated K2 with UiPath’s RPA capabilities to streamline client onboarding without compromising the customer experience. rapidMATION first created K2 SmartForms that replicated Shine’s existing client onboarding forms but were both interactive and intelligent, automatically sending clients down the proper path depending on whether their case was deemed viable.
K2 SmartObjects allow for easy integrations into Shine’s existing line-of-business systems. The SmartForm integrates into Shine’s content management systems as well as the Google API, so the solution can access calendars at the relevant Shine branch and find times when relevant lawyers are available.
By automating these question flows and associated process steps, Shine has been able to dramatically reduce the amount of manual work involved in client onboarding. Call center representatives are able to focus on more value-added work. Additionally, there is 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 (with an optimized data verification step in-between).
Luiz de Almeida, CIO at Shine Lawyers, says the initial soft launch astounded the business. “We've taken the pain and mundane from the call center and we've shifted it to a technology platform, which allows them to then do more customer-centric, value-added activities as opposed to just Q&A.”