TouchPoint+ security and usability enhancements

Create greater confidence in your law firm with increased security

Two-factor authenticationDan needs to obtain the services of a solicitor. He’s buying his first home, and needs to get the conveyancing process started. Unfortunately, the law firm he was going to choose recently suffered a data breach, and sensitive client information was obtained by hackers.

So now he’s worried that if he chooses the wrong solicitor, his information could be compromised.

As such, his search for a conveyancer is very thorough. Dan comes across a law firm that uses TouchPoint+ – an online interactive self-service portal that allows clients of law firms to get updates on case progress at any time and facilitates easier communication between solicitors and their clients.

Dan noticed the law firm uses the latest version of TouchPoint+ that comes with a new security feature. Two-factor authentication, which means there are two things he needs to do before he can login to his account. First, he uses his login details (username and password) as normal. Then he will receive a text message to his phone with a unique code that needs to be entered into the portal.

Without the two-factor authentication – if anyone untoward were to get hold of Dan’s password and login, they will have access to communications between the law firm and Dan, as well as confidential documents regarding the case. Adding this extra layer of security prevents this scenario from occurring and gives Dan peace of mind his personal data will remain secure. If anyone were to steal Dan’s username and password information, they would also need his phone to gain access.

Dan sees this technology as a sign the law firm is dedicated to providing clients with a safe environment from which they can communicate and service his conveyancing needs. Dan hires this law firm to complete the purchase of his property.

Streamline case processing whilst enhancing client care

See all your matters in one placeMid-way through the conveyancing process, Dan has an accident at work and is looking to make a claim. Thankfully, the firm he has chosen to arrange the purchase of his new home also specialises in personal injury law.

So he speaks to the firm and his case is set up in no time. Whilst a different solicitor is handling his personal injury claim, Dan can use the same TouchPoint+ account to view both of the different matters the law firm is looking after.

There’s no need for another account. He can seamlessly switch between viewing the details of his conveyancing and personal injury cases, making everything more efficient. The Solicitors that are looking after Dan’s matters can also log into in to TouchPoint+ and view all the different matters they are working on in the same easy to use interface – helping to provide Dan and others like him with great client care.

Using technology to improve the client experience – but in a safe and secure way

Delivering a good client experience is essential in the legal world. Many who seek the advice or services of a law firm are in a difficult situation, and need the necessary expertise to help finalise their house purchase, handle their personal injury claim, or deal with the sensitive nature of probate work.

People want to pay for legal services that are going to get them the best end result – but they also want to ensure the entire process, whatever their needs might be, is handled smoothly, efficiently and with a certain amount of transparency.

But that could lead to other problems.

The evolution of technology in client services

First, let’s talk about the role technology can play, and has played, in enabling businesses to provide a higher level of customer service.

15 years ago it was becoming essential that every brand, big and small, had a website. They were fantastic platforms for displaying their information, customers could easily get in touch with them, and they helped generate lots of leads. Today brands are discovering ways to improve that experience even more, typically with the development of their own app.

Most individuals have their own smartphone and/or tablet, and so having information available on those platforms with excellent usability features has become very popular. The legal sector has been slow adopting this type of thing, but is beginning to embrace technology more and more when it comes to customer service.

Here’s where the problems start.

Digital solutions could mean less security

Whilst most customers appreciate the way they’re able to better connect with their lawyer, it does require a certain give and take. Having their case information available on an online portal or an app, ready for them to view at any time, is extremely convenient.

They don’t have to constantly phone or email anyone, asking for an update on their circumstances. Everything can be readily available with information provided in real-time. Why would you want to hire a law firm that doesn’t provide that kind of transparency?

But it does mean their case details are going to be available digitally. When it was just on paper, there was very little risk of this information falling into the wrong hands. Now, with news stories about security breaches seemingly quite common, there’s no guarantee everything is safe and secure.

Do your customers want to run the risk that their personal information – details that can be used to defraud them – could be stolen? Absolutely not.

Ensuring a safe and secure environment to protect people’s data

Technology devised to improve the client experience needs suitable security measures in place. One data breach, accidental or malicious, will lose all trust in your services.

TouchPoint+, the self-service portal from Eclipse integrated with the Proclaim Case Management solution, boasts features that ensure a very high level of security. The latest version of this solution now includes two-factor authentication.

It uses SMS text messaging to verify a user’s identity when logging into the portal to view their documents and case status.

That way they can be sure nobody has intercepted anything. Even if a malicious user had their login details, they wouldn’t be able to do or see anything without that text message.

If you’d like to learn more about how TouchPoint+ can securely transform client care at your law firm, you can find out more here.

How Proclaim Practice Management enables growth for the UK’s largest family law firm – Stowe Family Law

Stowe Family Law is the largest specialist family law firm in the UK.

Founded in Leeds in 1982, the practice employs 180 people in 23 different offices, and services around 2,600 clients at any one time. Staff and clients alike enjoy the enormous benefits that come from utilising the Proclaim Practice Management solution.

John Anderson, a digital marketing consultant at Stowe Family Law, spoke to us about how the software has enabled success for the business.

Why Proclaim?

We felt that Eclipse provided a solution in Proclaim that would evolve as the firm did. Stowe Family Law is the UK’s largest specialist family law firm – our goal was to become even bigger and we knew Proclaim would scale along with our own growth.

There was a six-month process to determine which Case Management software to go with. After initial research, we asked four companies to present their solution to our working group – which contained a mix of management, lawyers, finance and secretarial staff. We scored each one based on our requirements, and Eclipse was the clear leading supplier.

Proclaim scored strongly overall, but particularly in the areas of flexibility, scalability and data.

Flexibility-wise, our fee earners appreciated the pre-built workflows, but also were impressed they would be given space to work with the autonomy in a way that suits them.

In terms of scalability, it was clear Proclaim could be built and developed in line with how the business was projected to grow.

And with regards to data, we liked the fact we would have the ability to manage, measure and report on all activity – from initial enquiry through to billing – across a significant number of locations throughout the UK.

Stowe Family Law was paper-based previously. This is our first experience with a Case Management system, and we’re happy to have moved into the current century, removing manual ways of working from our business.

What is the primary use of Proclaim for you?

We do lots with Proclaim. Aside from utilising the standard features such as time recording and billing, which has saved our employees an incredible amount of time and made the firm extremely efficient, Proclaim is also our enquiry and referral management system.

The fact that we can handle enquiries and referrals in the same system we handle cases has proven to be massively beneficial. Our Management Information is also stored in Proclaim, so its use is very widespread throughout the firm.

Each of our family lawyers uses Proclaim, as do their secretaries, the marketing team and the finance department. In total that’s around 180 employees – and our clients, which stands at approximately 2,600, are confident in the way we effectively manage their case due to the efficiency of process, data security and accuracy of billing.

When we initially opted for Proclaim it was launched across 16 locations. Since then we’ve opened several new offices and that number now stands at 23.

What are the benefits of Proclaim?

One of the biggest benefits of Proclaim is the data and insights it has provided to our firm. This information is used to help make key decisions throughout the business – whether it’s determining the outcome of a day-to-day or a boardroom level issue.

The consistency in which our employees can work also enables us to effectively manage risk. The fact that multiple individuals can see the progress of a case means we’re not overly reliant on one person. We’ve also been able to reduce our overall lawyer to secretary ratio due to the efficiencies generated by Proclaim.

How configurable is Proclaim?

We’re very happy with how configurable Proclaim is. We actually recruited a Proclaim developer to work internally, so we can move very quickly to design, build and test new functionality.

If you were to look at our Proclaim system you would see a number of bespoke elements that we consider key to our way of working. For example, our new enquiry management process, an initial client care letter creation feature, and risk assessments.

It’s highly likely we’ll be doing more of this in the future. We constantly review our way of working and tailor the workflows accordingly – and this will continue.

How does Proclaim suit your ongoing needs?

We see Proclaim as the foundation on which we will continue to grow the business.

We’re only two years in. But now we’ve embedded the system and will continue to build on the foundations we’ve created. We’ve found it very easy to train 50+ new users on the system, who all joined the business after implementation.

And it’s that usability that will keep Proclaim as a central part of our company in the years to come.

Core Legal selects Proclaim Practice Management solution from Eclipse

Core Legal is implementing the Proclaim Practice Management solution from Eclipse, the Law Society Endorsed legal software provider.

Founded in 2015, the practice has established a strong reputation for providing exceptional legal services at a fair price, and is committed to operating in a way that has a positive economic, social and environmental impact.

Specialising in a range of legal services, including conveyancing and probate, Core Legal has a dedicated legal team with a proven track record. The firm required a fully integrated practice management solution that would enable them to improve internal efficiencies whilst continuing to deliver a high-quality service to clients.

Proclaim was chosen as the best solution to facilitate their business goals. The tailored workflows for Conveyancing, which are enhanced by an integration with the Land Registry Business Gateway, will be key to creating a more efficient working environment and a quicker turnaround for clients.

As part of the project, Eclipse is carrying out a conversion of both case and accounting data from the practice’s incumbent systems.

Matthew Dickenson, Director at Core Legal, said:

“Proclaim will undoubtedly facilitate growth for our firm. The time-saving nature of this solution will allow us to spend more of our efforts on high-priority tasks that add value for our clients and generate more revenue for the business.

“The data conversion from our incumbent case and accounting systems to the single practice-wide Proclaim solution will ensure a seamless continuation in client care from our team.”