The Challenge: Onboarding and Managing Communications with Thousands of Clients
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 Sucharow. On behalf of those consumers, Labaton 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 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.
The Solution: Automation and Scalable Personalization Mass Arbitration & Class Action Lawsuit Cases
When the law firm came to Icreon, their existing business model lacked a centralized platform for capturing and analyzing customer data, which was costing the organization a considerable amount of time and money. After Icreon comprehensively reviewed the organization’s current practices and developed a thorough understanding of the ADR (alternative dispute resolution process), they suggested an automated solution, the Mass Arbitration Platform. This solution enabled the law firm to efficiently manage arbitration from client onboarding to final settlement on a mass scale.
After a thorough analysis, Icreon was able to identify a multilayered automation stack for this leading law firm, which included AMP (accelerated mobile pages). By implementing AMP as a solution, the organization completely streamlined its client onboarding process from sign-up forms to retainer agreements and case validation. With this automatic system in place, this advanced technology can quickly assess predefined criteria to determine whether a person qualifies for a case filing. This automation facilitates handling cases in bulk, even dealing with over 100,000 consumers seeking assistance in cases of corporate wrongdoings. Within this context, the platform offers a tag management system to categorize consumers based on predefined criteria.
To increase traffic across digital portals, Icreon team integrated a customized plugin that collects user databases from organization’s partner law firms. These integrated and personalized automation workflows were key to addressing the challenges of manual case processing and managing consumer profiles in a secure environment.
The Result: Slashing 60 Hours of Manual Work to 4, Simplifying Case Processing
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.