Using Proclaim Practice Management to benefit in the new era of personal injury

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23 September 2013

James Barron

Camps Solicitors is one of the UK’s largest Personal Injury and Negligence claims practices, boasting among the highest success rates in the country. The firm employs almost 300 people at its Merseyside HQ.

James Barron (pictured), IT Director at the firm, tells us about his experience of Eclipse and Proclaim.

Why did you decide to implement a new Practice Management system?
Camps was facing two significant challenges. Firstly, our existing Case and Practice Management solutions were struggling under the demands of continued growth (we had gone from 80 staff to 300 staff in a fairly short time period). Our financial systems and our fee earner management systems didn’t communicate as well as we would have liked. Secondly, large-scale legislative changes in the Personal Injury arena were looming, necessitating a review of IT and working processes.

Why did you choose Proclaim?
We needed a robust system with the flexibility to adapt and develop in line with the growth of our firm. After a detailed market analysis, we opted for Proclaim. Why?
Well, Eclipse was widely known to be the market leading provider of its type – its Proclaim system came highly recommended and its integration as a complete ‘Practice’ solution was great. But also the company stood out as the only one to have a deep knowledge of impending changes to the PI arena. We wanted an IT partner who could support our growth in a knowledgeable and confident way, with an approachable and personable style.

What benefits do you see from Proclaim?
Proclaim gives Camps the control we need over processes and working practises. The system has its own inbuilt toolsets which enable us to configure or create changes as the business demands. This is powerful – it means that we can develop the system moving forward, in line with corporate, personal and legislative goals.

Just a small example – our board of directors wanted some bespoke screens creating which would give them a high-level view of key performance data across the practice. We were able to create those screens ourselves, in short order – that engenders a tremendous amount of senior-level IT buy-in!

How does Proclaim help to enhance your client service experience?
Using Proclaim, we are now able to process and assess the validity of incoming claims much quicker, with the result of lower staffing levels at the initial point of contact. It also means that the quality of claims that we progress is higher right off the bat. Our FNOL (First Notification of Loss) team uses Proclaim, and the processes we have created mean that claim inception time is greatly reduced. The experience for clients is extremely transparent. They have access to Eclipse’s FileView solution which enables secure online self-service in real-time. It means clients have access to information 24/7 at a time and location convenient for them, offering enhanced service at a fractional cost to us. We also utilise Proclaim’s auto-SMS text message feature which means we can be proactive in contacting clients when trigger points are achieved, keeping in touch in a very direct and personal way at every key stage of a claim.

Do you utilise Proclaim’s integration features?
This is one of Proclaim’s big advantages for us. The system uses Web Services which means that anything with industry-standard technology can be integrated if need be. We have integrated Proclaim with our scanning solution (scanned files go straight to the relevant client or matter), HPI vehicle lookups, address lookups, and an online document signup system. Because Proclaim can pull and push data so easily, you don’t need teams of people retyping or rekeying data – providing opportunities for cost saving and, importantly, negating data entry errors. Proclaim’s integration with the RTA claims Portal is exceptional and unmatched in the marketplace. This A2A (Application to Application) solution will also be rolled out at the appropriate time across other areas (e.g. EL / PL). As we grow, we can see the continuing possibilities of Proclaim aiding our business drivers.

How do you use Proclaim for reporting and MI?
Internally we benefit from consistent, real-time data which can be shared across the entire practice. Proclaim enables us to use data outside of the core system, which opens up very exciting ‘insights’ for us. For example, we have created browser-based real-time graphical dashboards, taking data straight from Proclaim. We have overlaid this with another browser-based portal which lets Camps – and key external stakeholders and partners – view statistics such as number of cases that have arrived, source, by what channel, underlying value at any particular stage, and so on. Essentially, management reporting is at a new multi-level that can be sliced and diced as required. Standard insightful reporting on the overall practice and channel / business type can be actioned with clear drivers, simplifying decision making.

Any future plans you can share?
Proclaim gives us a solid platform for all developments and future projects. With previous systems, this was impossible. Proclaim has the full support of our senior management team and its inherent capabilities mean that we have a solution to ongoing legislative change and market pressures. Our plans have Proclaim at the core – its flexible approach delivers against known and as yet unknown requirements. Proclaim is the clear market leader, providing us with a superb platform for ongoing commercial growth.

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