Case Study: Laird Assessors

Executive Summary

Laird Assessors are the UK’s largest expert witness service, primarily providing automotive, language and photography services in the legal sector. Laird Assessors wanted to improve their adherence to their Service Level Agreements, become more accountable more externally and internally, and improve bottlenecks in their workflow design.

  • SwiftCase increased the number of cases with a directly accountable staff member to 100%.
  • SwiftCase improved SLA adherence, openness and transparency.
  • SwiftCase allowed the performance of individual staff to be tracked on their contribution to a case’s progress.

Challenges

Challenges

  • Before Laird Assessors implemented SwiftCase, paper was physically handed between departments and divided-up between each department staff member by the team leader.
  • Whilst cases would be the responsibility of a specific department, due to cases having no individually accountable staff member, and having no staff hierarchy built-in to their case management system, cases would have to be manually tracked by users (or paper) allowing for potential human error.
  • The audit trail of a case would previously consist of staff entering notes into the system with a few standardised messages for regular events, making it difficult to draw conclusions on the success of the current workflow process and again relying on users to get it right.

How SwiftCase Helped

  • SwiftCase provides a powerful and efficient auto-allocation tool for managing the distribution of work to the right staff resource.
  • Laird Assessors staff are now able to manage their availability (sickness and holidays), geographical coverage and skillsets in one central location. Based on this user-specified information, SwiftCase is able to intelligently determine the best staff member to handle the next step of the workflow process, based on Laird’s own criteria. This is all achieved without requiring team leader intervention, but with the ability for a manager to override a decision if necessary.
  • The SwiftCase RAG System sets a time limit to how long a case may stay at a certain status before an alert is raised. This has allowed Laird Assessors to break their Service Level Agreement timescales down to the individual steps of the workflow process and then to raise alerts to staff members and management. This occurs on both an amber threat level on concerns about meeting the SLA and a red threat level on grave concerns about hitting the target.
  • This has given them the information they need to target problem cases before they go out of SLA timescales improving their adherence dramatically.
  • SwiftCase tracks all aspects of the case as it progresses, from the data entered in a form, to the status changes and auto-allocation, amongst others. Along with user editable notes, the Audit Log feature of SwiftCase allows for full accountability of a case, with Laird Assessors in control of who sees what. This has allowed them to become more open and transparent with their clients, by letting them see the progress of the case as it evolves and know who, at Laird Assessors, is currently handling their case.
  • With this increase in available data, Laird Assessors are now able to track their staff on tasks performed on each case, and the time taken (taking into account SLAs) rather than only the total number of completed cases by each department. Giving them a much clearer picture of how their workflow process is performing across their teams.

Results, Return on Investment and Future Plans

  • Using the SwiftCase auto-allocation tool increased the number of cases with a directly accountable staff member to 100%. Whilst also reducing the burden on the team leaders who no longer have to allocate the tasks and also removing the paperwork handed between departments.
  • SwiftCase improved SLA adherence, openness and transparency, by implementing the RAG time-based alerts and improved accountability through the Audit Log.
  • By using the data from the Audit Log, SwiftCase allowed the performance of individual staff to be tracked on their contribution to a case’s progress, not just at a department level.
  • Laird Assessors are looking to implement future improvements to the tracking of their mobile workers by implementing SwiftCase SwiftTrack technology to keep a live view of where their staff are, and to provide live updates to customers about arrival times for their appointment.

Results, Return on Investment and Future Plans