Document Direct Case Studies Archives

Case Studies in association with Document Direct which educate & inspire to help you grow and make your law firm more effective and efficient. The Calico Legal Group.

Case Study: Keystone Law


Keystone Law

The Success Statistics:
• 54% improvement in turnaround time
• Over 90% of work returned within the hour
• Over 30% of work processed outside of normal office hours

Helping Keystone Law to do things differently – and better
As a law firm with innovation and creativity running through its DNA, Keystone Law embraces technology and modern working practices to help it deliver excellent results for clients. This next generation law firm required a leading-edge digital dictation and transcription service that would complement and enhance its technology-driven approach. Document Direct was able to develop a flexible, efficient, app-based solution designed to suit Keystone Law’s mobile and agile work culture and boost the firm’s client service delivery even further.

What Keystone Law needed:
Keystone Law’s Operations Director, William Robins explains, “In common with most law firms, Keystone’s lawyers have the benefit of secretarial support to ensure they are free to focus on what’s important to the client. For some years we employed a pool of secretaries on site during office hours and work was sent to them by email or by telephone. While the feedback we received from our lawyers indicated that the support we offered was already good, we wanted to make it scalable, fully mobile and 24/7. To do this we looked at employing more people and at technology-based solutions. As innovators, we wanted to take advantage of available technologies as much as possible. After detailed discussions, our search concluded in partnering with Document Direct and building a bespoke secretarial offering that could be accessed round the clock and via our own dedicated app that sits on our lawyers’ phones and iPads.”

What Document Direct delivered:
Document Direct liaised closely with the Keystone Law team to develop
a service tailored to the specific needs of the firm. This included the creation of a dictation app that is accessible from Android and iPhone systems, easy to use and secure. Keystone’s lawyers can download and use the app wherever they happen to be based, at any given time, without costly and time-consuming IT intervention.

The app automatically logs dictation time as admin work, so it can be billed appropriately, and the recorded digital files are delivered securely to Document Direct’s highly experienced team of typists. The team then types up our documents, formats them according to Keystone Law’s house style and sends them back promptly, securely and accurately. The service is available to Keystone Law 24/7 but is only used, and charged for, when the firm needs it, helping to control costs. To support the fast turnaround of high-quality documentation, Keystone Law also brought on board Document Direct’s document production services. Document Direct’s skilled team of document creators now ensures the efficient production of a range of documents across Word, Excel, and PowerPoint, with a proofreading and quality checking service included. The process is overseen by a dedicated document production account manager.

The Document Direct Benefits:
Document Direct is helping Keystone Law to maintain its reputation for going above and beyond client expectations.

William Robins says, “The stats have shown a dramatic improvement; average turnaround time has improved by 54% with 90% of work being returned within the hour. On top of this, accuracy has improved (due to Document Direct’s inbuilt quality control process) and we are now even more responsive to our clients. The greatest surprise was that just under a third of all our work is received outside of normal office hours, which is now processed in receipt and no longer waits for our central office to open.

Document Direct has proved the ideal partner for Keystone Law, thanks to its innate understanding of lawyer needs, its dedication to outstanding client service and its ability to develop flexible, high-quality typing, transcription and document production solutions.

Case Study: Hillyer McKeown

Document Direct were appointed in June 2012 to provide an outsourced transcription service. This has now improved the efficiency of our case file management, and also assisted our fast turnaround times so that we can better respond to our clients.

Document Direct worked with Hillyer McKeown to not only deliver an improved transcription service but also installed an upgraded and bespoke digital dictation system which can be used by both in-house secretaries and fee earners and integrates with Document Direct thereby enabling co-sourcing within the firm.

The detailed level of reporting means audit trails for work, analysis of secretarial and fee earner productivity and costs are transparent.

Document Direct’s Operations Dept have created a knowledge base about our firm which enables them to train up the outsourced team of secretaries to work directly inside our case management system. This has removed the need for us to constantly recruit and train secretaries and as a result we have a hold on recruitment and we no longer use temporary staff.

Case Study: Hill Dickinson

Hill DickinsonIn 2011 Hill Dickinson embarked on a rollout of outsourcing digital dictation to Document Direct. In 2012 there has been a doubling of the volume of work produced by Document Direct and the evolving changes in working practices has seen co-sourcing document production as more efficient and cost-effective. Some 15,000 documents per month are produced by Document Direct and the quality of typing is excellent. The error rate is less than 1% and it is clear that the quality comes from their stringent recruitment process, and their sheer passion and focus on customer service.

Communication with a remote team can be difficult but Document Direct have put in place telephone support numbers, operating 24 hours a day, 7 days a week, a team of people available around the clock in their customer account managers and they even printed for each of our lawyers their own business card as an aide-mémoire.

It’s rare in a large law firm to hear feedback about a supplier that is anything other than positive and throughout the whole firm, lawyers have confirmed that their experience of using Document Direct is by and large a positive one.

The implementation of Document Direct’s ISO27001 (Information Security Management Systems) has helped Hill Dickinson give confidence to their own clients who insist on tight security controls. The ISO27001 system has also enforced a focus of robust systems and processes and if there are ever any technical issues these are dealt with in a proactive way to further enhance robustness in confidentiality, integrity and availability of information, data and systems.

Detailed reporting is available to the HR Dept at Hill Dickinson and full audit trails of any specific piece of work undertaken. This has helped in the analysis of costs and resources across the firm.

Hill Dickinson has frozen recruitment of support staff for more than 18 months, changed office space in London which is now reconfigured to house more fee earners rather than support staff. This has impacted positively on the profitability of the business and work turnaround has improved significantly.