Mackrell & Thomas is an established specialist law firm providing Personal Injury claims services in Liverpool.
After practising for 15 years at a large regional law firm, Mark Hunter took the opportunity to acquire Mackrell & Thomas (coincidentally on its 30th anniversary), with a view to developing its injury claims service by leveraging an excellent local reputation.
To maintain competitiveness in an increasingly tough market, Mark knew that the implementation of a robust and flexible Case Management solution was vital. Of key importance were ease of use and the ability to extract and analyse performance data.
The practice implemented the Proclaim Personal Injury system for all staff. A ‘big bang’ approach was taken, bringing the practice from a state of ‘manual’ working (with paper files) to a position where all clients and matters are managed digitally through a single desktop solution.
Proclaim provides a fast and efficient way of keeping clients updated with case progress. Communications can be automated at set stages to really develop a sense of involvement from clients. Be it email or letter, all clients are kept fully informed at all key stages.
Proclaim’s integrated reporting and MI tools mean that Mackrell & Thomas can highlight trends and analyse the reasons behind performance figures. The result is a switched-on practice that can react rapidly to what real-time data sets are saying.
By tailoring services to feedback, the practice can enhance its service offerings to maximise client satisfaction and increase the impressive volume of ‘word of mouth’ recommendations it receives.