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Our robots are more than capable of process automation to the point where the only time a human needs to get involved is to speak to a customer directly. If you’re dealing with a large volume of enquiries this can be a huge help in setting up cases, without dragging staff members away from ongoing work and into unnecessary admin. Along with this time saving comes a significant cost saving, when offset against subsequent staff revenue generation. The less time spent onboarding customers, the more time focused on resolving cases. 

RPA and the Letter of Authority Process

The letter of authority process can become reasonably complex, depending on how many lenders are being dealt with at any given time, added levels of complexity can often lead to human error. The benefit of RPA in legal process automation is that it’s rule-driven and eliminates errors such as misplaced or misfiled documentation, leading to far fewer lapses in service.

Example LOA process: 

• Enquiry received with lenders detailed – received via social media, email, online forms
• Customer information entered into Claims Management System
• Letters of Authority generated for each lender
• LOA’s sent to customer via email attachment, Docusign, Whatsapp e.t.c
• Customer signs and returns documents
• Returned documents and information are entered into Claims Management System
• Signed LOA’s sent to appropriate lenders 
• Case registration number is sent to the customer 

The above is a lot of information changing hands and not necessarily all at the same time, a customer may send back their letters of authority separately creating an additional need to track and monitor correspondence. 

How RPA Automates and Improves the LOA process: 

• Robots are equipped to receive omnichannel enquiries, whatever the Datafeed they’ve got it covered 
• Customer information is entered into the Claims Management System by the robots identifying key fields and transferring the data over
• The letters of authority can be sent to the customer via RPA through any utilised channel, WhatsApp, Docusign, email attachment
• If there is a delay in receiving the documents a reminder email can be generated to politely prompt the customer 
• Returned documents are then entered into the Claims Management System whether returned individually or collectively
• The robots can also be set to detect duplicates, if a customer mistakenly returns the same form twice a notification can be sent to staff or an email can be sent to the customer notifying them
• Via RPA the signed LOA’s are sent via email to the appropriate lender
• A case registration number can be sent out to the customer and even an accompanying welcome pack

Not only does RPA expedite the Letter of Authority process but it also allows for scope to improve the customer service experience. All of the ‘nice to haves’ that would be done if there was more time, can now be part of the standard process using RPA. 

The benefits of RPA in Legal Process Automation

• RPA operate 24/7 365 days a year accepting and processing enquiries
• Client requests handled more efficiently
• Data inputted into the claims management system is more accurate and less prone to errors
• Information is kept secure with direct integration to the CMS
• Free up time for fee earning staff
• Faster case processing 
• Customer experience improved
• The service can be adapted to changes in volume easily
• Reduced recruitment and training costs

Read what this customer had to say about our claims processing automation service here

If you’re looking to automate your Letter of Authority process or for more information on legal process automation get in touch with our team on 0800 046 8086 or contact us. 

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Introducing RPA to your Case Management System

Whether the firm specialises in conveyancing, personal injury, wills and probate, employment, financial litigation, RTA, etc., there are a wide variety of documents vital to fulfilling the client’s requirements. The issue with sending and receiving so many forms is that it creates complexity for both the client and the firm. When documents are sent digitally it can be easy for those less tech-savvy to mistake documents for one another and return duplicate forms. Not only that but if multiple forms or documents are sent out and they’re returned separately it requires extra attention and organisation to ensure they’re inputted correctly. 

RPA removes that complexity and bureaucracy of legal document processing by taking care of the collection and delivery of information and documents, like digital case handlers. The robots can then add a level of regulation and error checking to the input of new information along with entering the data itself, ensuring compliance. 

RPA Case Handling Features

• Input Validation – Rules surrounding what information is required from a given document can be introduced ensuring that the correct information has been entered into the case management system.
• Duplication Monitoring – The robots can recognise duplicate forms and information and flag them up internally or even make the client aware of what is missing 
• Automated Correspondence Process – RPA can automate the interaction between firm and client via any channel, ensuring the correct documentation is sent to the client and received completed.  
• Email Notifications and Reminders – If documents haven’t been received from the client for a number of days, the robots can send out an automated email politely prompting for their return. The same goes for internal staff if a new document is received and requires actioning.
• Self Auditing – Not only will the robots carry out their tasks but they’ll monitor their performance and provide reports. This ensures that they’re always operating at maximum efficiency. 
• Agile Processing – Process rules and workflows can be changed or added with relative ease to suit changing circumstances. 
• 24/7 – 365 Days Availability – The robots never sleep, they can send and receive information at any time

Legal Document Processing Benefits – RPA

• Staff Freed Up – The reduction in administration work leads to staff being freed up to take care of revenue-generating tasks
• Time Saved – Processing time is heavily reduced with immediate data entry and document upload
• Increased Accuracy – The robots are more accurate than humans and less prone to mistakes
• Client Timelines Shortened – Less time processing documentation means more time spent fulfilling client requirements
• No New Staff or Training Needed – More cost-effective too!
• Service Adapts to Changes in Volumes – The robots are always ready for whatever is thrown at them and their ability to work 24/7 allows a continuation of service even when the lights go out

If you want to read more about RPA in a legal setting, check out our claims process automation case study here

We understand that every legal firm has different requirements and the beauty of RPA is that it’s malleable where processes are concerned. If your business has requirements that aren’t covered there’s still a strong possibility that they can be achieved with RPA.  

To discuss legal document processing using RPA call our team today on 0800 046 8086 or contact us. 

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