Shine Lawyers Enhances Client Onboarding with Nintex K2 Five

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Shine Lawyers, an Australian law firm, was facing a significant challenge with its client onboarding process. The process was time-consuming and relied heavily on manual tasks such as information gathering and appointment setting. When prospective clients reached the call center, representatives would engage in a lengthy Q&A session to determine if the client had a viable lawsuit. These sessions could last up to 30 minutes, a substantial time commitment that the firm could not bill for. Additionally, if a case passed the initial Q&A stage, further information had to be manually gathered. Call recordings were passed on to personnel for manual transcription and appointment setting with the relevant legal professional. This increased the manual workload and costs associated with client onboarding. Shine Lawyers decided to move to a digital solution to improve internal processes around client onboarding.

Shine Lawyers is an Australian law firm that is focused on cutting legal complexity. The firm works tirelessly to help its clients get the best possible outcome. However, not every grievance that comes through its call centers is a viable case. The firm was looking for a way to simplify its client onboarding process, which relied on a time-consuming Q&A with its call center and manual tasks like information gathering and appointment setting. Shine Lawyers decided to move to a digital solution to improve internal processes around client onboarding.

Shine Lawyers partnered with technology partner rapidMATION to build an intelligent automation solution leveraging Nintex K2 SmartForms, SmartObjects, and RPA. The solution integrated K2 Five with RPA capabilities to streamline client onboarding without compromising the customer experience. SmartForms were created that replicated Shine’s existing client onboarding forms but were both interactive and intelligent, automatically directing clients down the proper path depending on whether their case was deemed viable. SmartObjects allowed for easy integrations into Shine’s existing line-of-business systems. The SmartForm integrated into Shine’s content management systems as well as the Google API, so the solution could access calendars at the relevant Shine branch and find times when relevant lawyers were available. By automating these question flows and associated process steps, Shine was able to dramatically reduce the amount of manual work involved in client onboarding.

• The implementation of the intelligent automation solution has transformed Shine Lawyers' client onboarding process. The firm's call center representatives are now able to focus on more value-added work, and there is no need for legal professionals to get involved until an appointment is booked. At this stage, the lawyer receives comprehensive and up-to-date information on the case. The solution has also improved the customer experience by allowing clients to begin the intake and registration process right away, and by directing them down specific branches of questioning to speed up the process. Furthermore, the solution has enabled Shine Lawyers to tap into a market that they may not have reached before, by giving people who may not have contacted their call center, due to the time of day and other factors, an opportunity to book an appointment in a convenient, digital way.

• $290K worth of new cases booked in the first 8 weeks
• Significant reduction in time spent on client onboarding
• Increased efficiency in appointment setting with relevant legal professionals