K2 Helps Shine Lawyers Transform Its Client Onboarding Experience

Shine Lawyers, an Australian law firm that specializes in class action and civil damages lawsuits, has implemented K2's intelligent process automation platform with UiPath's robotic process automation, to help the law firm drive operational efficiencies, reduce costs, and transform the client experience.

Shine was focused on reducing legal complexity and wanted to find a way to simplify its client on-boarding process. Originally, every potential new client was taken through a manual Q&A process via the call centre, to gauge whether they had a viable lawsuit.

These Q&As often took the better part of 30 minutes – which was a substantial time commitment, given that this was not necessarily time the firm could bill for. First, not all inquiries lead to viable cases; and second, Shine offers all services on a no-win, no-fee basis, which means the more time they spent vetting leads, the more it cost the firm.

"We are in an industry that is very traditional in its approach to day-to-day work. There is a significant time burden driven by all of the paper-based processes," said Luiz de Almeida, CIO at Shine Lawyers.

"We dared to be different and swept the globe looking for partners who could help us disrupt the legal industry. We knew we had something when we discovered the true power of intelligent process automation and the impact it can have on delivering powerful client experiences."

By leveraging K2 and UiPath, Shine was able to automate the initial customer experience and dramatically reduce the amount of manual work involved in the new client inquiry and onboarding process.

Additionally, there's no need for legal professionals to get involved until an appointment is booked at which point the lawyer receives comprehensive and up-to-date information on the case. Within the first eight weeks, the new online client inquiry and onboarding process delivered $290K (AUD) in new customer bookings.

"The digital disruption that is happening in the legal industry is well underway and we are seeing firms like Shine Lawyers increasingly look for ways to better achieve their business outcomes through digital innovation," said Burley Kawasaki, chief product officer, K2. "We are excited to help Shine effectively transform and automate their business processes to deliver a more customer-centric approach, which has helped them grow their new business and streamlined its new client onboarding process."

Shine is currently working on several initiatives that leverage its K2 intelligent process automation, with the goal of delivering end-to-end automation across every line-of-business. To learn more, watch the Shine Lawyers on-demand session from FastFWD, K2's virtual conference or read the case study.