Icreon transformed Labaton Keller Sucharow's operations, streamlining case processing, reducing onboarding time, and scaling to support over 500,000 clients. By leveraging custom solutions and RPA, Icreon empowered the firm to deliver efficient and scalable legal services.
Key Takeaways
Direction
Speed
Velocity
The Challenge
The organization serves as a critical intermediary, facilitating resolutions between consumers and corporations, including banks, tech companies, automakers, and private utilities. For example, if a pharmaceutical company produces a drug causing consumers harm, then those consumers seeking compensation can turn to the Labaton Keller Sucharow. On behalf of those consumers, Labaton Keller Sucharow will assess the case's validity, gather similar cases for credibility, and initiate discussions with the manufacturer. If an out-of-court settlement fails, the organization’s attorneys begin the process of preparing legal complaints, including document collection.
Before seeking assistance from Icreon, Labaton Keller Sucharow grappled with operational challenges associated with managing client interactions at such a large scale. Despite having an in-house team dedicated to managing client communications, the process was extremely manual, labor intensive, and costly.
Our Solution
Icreon transformed Labaton’s manual ADR process by implementing the Mass Arbitration Platform. This automated solution streamlined client onboarding, case categorization, and communication. By integrating partner law firm databases, Icreon helped the firm enhance efficiency, enabling bulk processing of over 100,000 cases and real-time analytics.
Direction
When the law firm came to Icreon, their existing business model lacked a centralized platform for capturing and analyzing customer data, which led to inefficiencies and high costs. Icreon identified gaps in the manual ADR process and prioritized automation to tackle client onboarding, communication, and case management challenges. Further, Icreon developed a plan focused on building the Mass Arbitration Platform, an automated solution tailored to manage arbitration at scale.
Speed
Icreon developed a robust Mass Arbitration Platform with user-friendly interfaces, automated validation, and a dynamic reporting engine. The multilayered automation stack integrated partner law firm databases, streamlining onboarding, case categorization, and collaboration. This advanced system quickly assesses criteria to qualify individuals for case filings and efficiently handles bulk cases, managing over 100,000 consumers seeking assistance in cases of corporate wrongdoings. It also includes a tag management system for categorizing consumers by predefined criteria.
Velocity
With the Mass Arbitration Platform, Labaton streamlined client onboarding from sign-up forms to retainer agreements and case validation on a mass scale. This new system prioritized speed, efficiency, and secure handling of client data while offering a centralized platform for real-time data insights.
The Results
Icreon's team introduced an automated Mass Arbitration Platform to replace the manual ADR process. This change enabled the organization to process cases and communicate with clients more efficiently, resulting in an increased total number of cases filed. The labor involved in client onboarding, client communications, and case data analysis has been significantly reduced, now requiring only 4 hours of labor for every 60 hours originally needed. That represents a 93 percent increase in efficiency and huge reduction in labor costs.
The platform introduced features like tag management, database management, 3rd party data retrieval, dynamic reporting, and more. Launched in January 2021, it helped the law firm acquire 10,000 active clients within a year, and they now have over 500,000 clients in their database. Now the case creation time has reduced from 15-20 minutes to 10 seconds and to perform exposure check it takes just 1 min which was 15 mins to 8 hours (per case) earlier. Overall, the digital transformation has significantly driven the organization’s growth and reduced cost.