Communication management for Legal Firms

Searchable and organised customer documents

Law firms and individual solicitors have to deal with vast quantities of incoming and outgoing documents on a daily basis. Client information needs to be at hand in a timely fashion and linked into matter management and client billing systems.

Increasingly the legal sector is embracing the benefits of automation through the use of machines and software. Now all incoming post can be opened, scanned and faxes or emails can be captured and integrated into your systems in a cost-effective and legally compliant manner. Documents such as claims, forms, medical reports, conveyance, forms (CON, LOC & PW, Family Law forms A, D, C, E, EX, FL, FM, FP, N, P, PL, etc), Land Registry, correspondence, and offers can then be processed.

They can then be automatically allocated to case handlers or fee earners quickly whilst being stored in your case management solution or content repository. These will all be searchable by case, type of document, matter and many other relevant index data fields or even full page OCR.

When you need to mail out to your clients, post can be automatically printed, efficiently enclosed by machine into an envelope, and franked.

Irrespective of the source of information and data, each firm must have a policy to determine how and where it is stored.

Just ask two simple questions:

  • Do you know at any moment where all of the firm’s information and data is and what it contains?
  • Could you locate any document or correspondence in seconds for any reason?


What problems do legal firms face?

Legal firms know that timing is critical, and receiving high volumes of paper and digital documents which will need to be tracked and collated into case files can be challenging.

Claims management has become a key focus for forward-looking providers as they re-examine critical business functions in an effort to meet their customer needs and grow in light of the new conditions. If this is left to manual processing there is a risk of human error and of course, the time taken to do this effectively will be costly, causing frustration for you and clients.

How does Twofold help?

The consultancy team at Twofold Ltd can assess your unique needs and recommend the best solution to increase efficiency and improve your running costs.

By automating the receipt and extraction of data from letters, claim forms, questionnaires, settlements/rejections, acknowledgements and offers you’ll greatly reduce cost and speed up processes. You’ll be able to keep all your customer data simply, and easily to hand, and all documents relating to that customer will automatically be associated with that customer.


We can help you realise the following benefits:

  • Improve customer service by capturing documents at the point of origination from multiple channels. Gain a competitive edge through fast, high quality inquiry and claims handling.
  • Ensure regulatory compliance by tracing and auditing the data that arrives into an organisation from the point of entry, across each touch point until its final archive.
  • Improve your organisations efficiency by capturing and classifying documents at the point of entry and routing process-ready information to multiple business units and processes.
  • Reduce costs by processing paper, fax, email and any other format through one capture platform. Eliminating the manual labour, physical shipping and storage.
Filing with old fashioned folders

Goldsmith Williams Solicitors Selects Kofax Solution to Automate the Processing of 1.6 Million Legal Documents per Year

New Business Process Automation solution results in savings of more than £500k in the first full year following implementation

The Challenge

Traditionally, legal firms deal with thousands of paper documents. GWS is no exception on that score. On a daily basis, so many personal injury claims, court documents, conveyancing documents and loan agreements hit the desks of Goldsmith´s officials. Maria Rodman, Head of Administration & Compliance at Goldsmith, knows firsthand of the problems caused by relying on information hidden in unorganized piles of paper. “Goldsmith Williams receives more than 8500 pages of mail per day. It´s nearly impossible to manually process this deluge of highly
sensitive paperwork in an accurate, cost-effective and timely manner,” Rodman explained. “The tedious sorting, internal distribution, data entry and, once stored, retrieval of important client documents negatively impacted each employees productivity. Due to this unacceptable situation, we decided to look for a robust business process automation solution that was capable of managing our enterprise’s different document types while maintaining the highest standard of quick turnaround time and that would improve our service level agreements to keep our competitive edge.”

The Solution

Goldsmith Williams´ criteria checklist for the potential new solution was detailed and comprehensive. After scanning, the solution should reliably classify all documents, automatically extract relevant data and then index it to the correct case reference. The solution should ensure proper mail categorization to enable prioritization and allow a seamless electronic flow of information both internally and externally. It should vastly avoid any manual engagement, should easily fit into the existing SQL backend infrastructure and should overall improve space, auditing, efficiency and business continuity The law firm started an extensive market research in order to identify the best available market offer and finally concluded that Kofax document driven business process automation solutions would be the perfect fit. Goldsmith Williams turned to Capital Capture, a certified Kofax Solution Provider. Capital Capture developed and implemented an automated processing solution based on Kofax Capture™, the world’s leading capture platform for automating document driven business processes and Kofax Transformation Modules™, which streamline the transformation of business documents into structured electronic information by automating the processes of document classification and data extraction. Tailored around customer specific workflows implemented by
Capital Capture, the new solution went live after a successfully completed pilot phase and revolutionized Goldsmith Williams´ operational procedures. The Kofax solution, using powerful learn-by-example artificial intelligence to teach itself document classification and extraction, captures all incoming documents as soon as they enter the organization. The extracted data then gets categorized, prioritized and released to the firms case management system and in parallel to Goldsmith Williams´ central repository and can be accessed from each desk within seconds. By linking into Goldsmith Williams “GWLive” portal, the solution also grants the firm´s clients a 24/7 real-time access to the current status of their individual cases.

The Results

The implementation of the new BPA-solution at Goldsmith Williams demonstrates the manifold benefits of Kofax’s information capture technology in high-volume capture environments.
“The overall benefits and productivity savings yielded by the new solution are even higher than expected,” Rodman concludes. “The implementation has revolutionized workflow within Goldsmith Williams, resulting in significant service level improvements and productivity, providing our clients with a transparent view of the status of their case and a choice as to how and when we communicate with them. Our clients have assurances that even in the event of a disaster, Goldsmith Williams can continue to function with minimum disruption. Paper and consumable use has decreased substantially, which in turn leads to cost savings not to mention a greener Goldsmith Williams. The ROI was realized after just nine months, resulting in savings of just over £500k in the first full year following implementation.”

Some of our legal industry customers

How we help

The key is finding the right balance for your organisation. By understanding the most effective process for paper and data, we can offer our clients innovative and tailor made solutions, resulting in an efficient and seamless customer experience.

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