Awdry Bailey & Douglas Solicitors (ABD) has selected SOS Connect from (SOS) as its next-generation integrated case management system.
The new software will support the firm’s goal to provide a more proactive service to clients whilst benefiting from closer integration to improve time recording, customer relationship management (CRM) and business performance reporting.
The firm has four offices in Devizes, Marlborough, Calne and Royal Wootton Bassett serving clients throughout the UK and has a team of 70 people. A comprehensive range of private client and commercial services, which include specialisms such as agriculture and equine, contested wills and dispute resolution, are provided.
Named Best Conveyancing Firm 2011 in the small firm category at the Estate Agency Awards, in conjunction with The Times and The Sunday Times, ABD is an experienced user of case management software and a strong supporter of its ability to improve productivity.
“Being proactive, dynamic and inspiring are core values for us,” explains Alistair Everett, the partner at ABD heading up the SOS Connect project, “and we believe that they are of increasing importance to clients too. There is far greater emphasis on e-mail today and the need to offer a highly responsive service to clients. We began to realise that it seemed counter-productive to have different suppliers for different systems.”
ABD’s first case management system was focused more on document rather than e-mail management, which is one of the reasons why the firm is moving to SOS Connect and what Mr Everett refers to as “second-generation case management”.
As a long-term and satisfied user of SOS for the accounts, ABD felt it was logical to look at SOS Connect. The firm was impressed by the comprehensive features for the handling, storing, retrieving and time recording of incoming and outgoing e-mails, with everything related to the matter.
Mr Everett continued: “SOS Connect gives us everything that we need. We like the close integration with Outlook and the ability to run a case from within an Outlook screen which also helps with the handling of e-mails.
“People underestimate the importance of the look and feel of a case management system to encourage its wide adoption. In addition the full integration with accounts will allow us to greatly improve time recording, management reporting and marketing. CRM is absolutely vital for us and SOS Connect will support our ‘keep-in-touch’ policy.”
Following demonstrations, ABD signed contracts with SOS in December 2011 and is planning to start rolling out the system in early summer. Initially SOS Connect will be used by everyone for generic case management, including time recording. A programme for rolling out six tailored case management modules for different departments will follow. ABD will use the SOS Connect scripting tools to develop the customised workflows in-house.
“Technology is the start, not the finishing point and we must make the most of it,” Mr Everett said. “To achieve maximum buy-in for a case management system, which can deliver enormous productivity and client service benefits, requires a lot of effort, which is often underestimated. That is why we are investing to get the training right. ABD will participate in SOS’s ‘train the trainer’ courses.”
David McNamara, managing director of SOS, said: “ABD’s selection of SOS Connect as its next-generation case management system clearly demonstrates the value of centralising information and making it accessible and available to all functions. We are impressed by ABD’s enthusiasm and commitment to using our software to deliver its full benefits and look forward to working together during the implementation.”