The annual Claims Innovation Awards celebrate how firms, teams and individuals from across the legal services and claims management landscape constantly find new ways of raising standards, growing business and improving access to justice.

The full list of winners is below.  Click here for photos from the night

• Best Use of Technology:  Disability Claim Management
• Client Care Initiative:  Asprea / Aviva
• Online Initiative of the Year:  Duncan Gibbins Solicitors
• Associated Industries Team of the Year 1-10 employees:  Delta Claims Services
• Associated Industries Team of the Year 11-100 employees:  Laird Assessors
• Associated Industries Team of the Year 100+ employees:  Merlin Claims – Subsidence
• Claims Management Company Team of the Year 1-20 employees:  S&G Response
• Claims Management Company Team of the Year 21-100 employees:  Atrium Legal Services
• Claims Management Company Team of the Year 100+ employees:  Ageas Insurance
• Legal Services Team of the Year 1-10 Partners:  Watkins & Gunn
• Legal Services Team of the Year 11+ Partners:  Civitas
• Rising Star:  Emma Waddingham – Civitas
• Outstanding Innovator of the Year:  Steve Evans – Accident Exchange
• Lifetime Achievement Award:  Bill Clynes & Simon Margolis – Premex Services

Hot on the heels of the recent announcement that Eclipse has integrated the “Big 3”social media sites into Proclaim Case Management Software… YouTube integration has now joined the party.

As with Proclaim’s Twitter, LinkedIn and Facebook integration, YouTube channels and videos are fully contained within the Proclaim system and do not rely on lawyers having to access a separate browser.  This new social media ability is provided free of charge with all new Proclaim and Proclaim CRM implementations.

Steve Ough, Eclipse’s founder and Chief Software Architect is the not-so-careful driver!

Brightstone Law provides a full portfolio of corporate and consumer legal services from its base in Hertfordshire.  To build upon impressive recent growth, the practice decided to analyse the marketplace for a software solution that would both maximise current opportunities and facilitate seamless future up-scaling.

The decision was made to implement a multi-type Proclaim Case and Matter Management system, with integrated Proclaim Accounts to form a full Practice Management solution.  Brightstone Law is taking pre-configured Proclaim casetypes for Conveyancing, Debt Recovery, Employment, Matrimonial, Personal Injury and Probate.  In addition, the firm is working closely with Eclipse to create a bespoke build for its specialist lender services team – which has a national client base and is rapidly gaining a reputation for market excellence

Jonathan Newman, Senior Partner at Brightstone Law, comments on the selection of Proclaim:

“Our philosophy has always been to provide clear communication through a direct lawyer-to-client relationship.  We view software as a vital tool, but only a part of the solution.  The right software platform will support our team to continue to provide efficient, effective legal services to our growing client base – with no compromise on accessibility.

As a practice, we pride ourselves on running a huge range of matter types within a consistent framework.  Proclaim provides the means to run both fast-track, linear work and more freeform and complex matters – all within the same user environment.  The system will enable us to implement operational standards across the entire business, ensuring that all teams and units maintain service agreements and benefit from greater risk control.”

• Strategic Outsourcing Ltd is a Nigerian (Lagos) based debt recovery organisation, providing collection services for banks and other financial institutions.Eclipse is providing a Proclaim Debt Recovery solution, configured for use within the Nigerian legislative environment, for an initial tranche of 20 users.  Strategic Outsourcing has ambitious growth plans and intends to expand its presence rapidly in Africa in coming months.

• BTA Insurance Company SE is Latvia’s leading insurance company, in terms of both written premiums and paid out indemnities.  BTA has recently merged with Lithuanian and Estonian subsidiaries to provide a cross-Europe insurance handling service.The organisation is taking a bespoke Proclaim Defendant Personal Injury system for its specialist claims litigation arm.  Proclaim will provide a core solution for the tracking and resolution of contested policy claims.

Eclipse’s Chief Business Executive, Russell Thomson, comments:

“Proclaim now has a presence on three continents and we are keen to expand our global reach!  By providing such diverse solutions (geographically and functionally), we are showcasing the flexibility of our solution – there really are no limits.”

Good luck to all shortlisted firms – in particular, we are delighted that so many Eclipse clients are included:

• LV=
• Premex services
• PR Hanna Solicitors
• S&G Response
• Abney Garsden McDonald
• Express Solicitors
• Duncan Gibbins
• 7 Solicitors LLP

Click here to see the full shortlist

Visit www.claimsinnovationawards.co.uk for full details of the Claims sector’s premier annual event.

With the increasing pervasion of social media into legal professionals’ lives, access to Twitter, Facebook and LinkedIn is becoming a more pressing requirement.  Up to now, access to the ‘Big 3′ social media sites has been through a standalone browser, creating the perception of social media as a disparate and loosely linked facet of a lawyer’s life.

Eclipse has developed its Proclaim Case Management solution to incorporate, completely within the fee-earner desktop, the ‘Big 3′ social media sites.  Importantly, the sites are fully contained within the Proclaim system and do not rely on lawyers having to access a separate browser.  This new social media integration ability is provided free of charge with all new Proclaim and Proclaim CRM implementations.

Eclipse’s Chief Software Architect, Steve Ough, comments:

“More and more of our clients are embracing social media and there is a real need for this to play a part in day-to-day relationship management.  Hopping in and out of a browser is a distraction, and the ability to match Twitter, Facebook and LinkedIn profiles to a specific client is very attractive.

Proclaim now enables fee earners to enhance overall CRM by maintaining client files which contain relevant social media profiles and updates, greatly enhancing responsiveness and service flexibility.

And best of all – it’s free for new Proclaim implementations.”

Personal injury claims specialist quadruples in size using Proclaim Case Management

In 1997, Neil Hudgell set up his own specialist personal injury and medical negligence practice, dedicated to providing an expert and unrivalled service on a no-win, no-fee basis.  Frustrated that larger practices didn’t share his ethos, he decided to go it alone with a commitment that clients, rather than pure profit, were at the centre of his business.

Since that time the firm has increased in size four-fold and now employs a team of over 70 staff, all using Proclaim to provide an unrivalled compensation claims service.

Why did you decide to implement a Case Management system?

As a priority, we were looking to regulate working practices across the firm.  We recognised that with a high degree of standardisation, routine tasks could be carried out far more efficiently and cost effectively – particularly in areas of work where fixed costs apply.

We also sought the ability to analyse data more forensically in order to drive performance, identify key areas for improvement and to enable us to allocate resources for informed, targeted marketing campaigns.  By doing so, we felt we could improve on our already high levels of customer care as well as gaining the ability to utilise our existing client base to secure further recommendations.

Why did you choose Proclaim and what benefits does it bring?

We needed a robust system with the flexibility to adapt and develop in line with the growth of our firm.  Eclipse was widely known to be the market leading Case Management Software provider and its Proclaim system came highly recommended.

Proclaim is shaped around our day-to-day business processes and fully supports our whole service offering. We position ourselves as a niche practice, committed to delivering a first class service.  Whilst we do commit significant marketing resources to advertising, it remains that our biggest single source of business is word of mouth recommendation.

Independent research in 2011 found that 9 out of 10 former clients would recommend us to their family and friends.  This is largely due to our client care standards and the five service promises we offer to all clients.

We promise to:

• See clients within 24 hours when they first contact us to make an appointment
• Return telephone calls the same day if received by 3pm
• Reply to emails the same day if received by 3pm
• Reply to any letters clients send to us within 2 days
• Write to clients every 4 weeks to update them on their case

Proclaim allows us to manage our entire caseload within a single centralised system, containing a principal store of approved letters and customised workflows.  Many facets of case progression can be automated and routines can be created that ensure we stick to our service promises.  The automatic generation of set tasks – off the back of each action or letter – provides fee earners with a clear action list for each day, as well as allowing any overdue tasks to be monitored by supervisors.

A major benefit of Proclaim is how it provides a ‘virtual contact’ with our business partners, increasing both speed and security.  All of our medical reports are obtained from UKIM, with instructions being sent via automated email from Proclaim.  We instruct Premex in the same way to provide triage services for appropriate claims.

Do you use Proclaim for management reporting facilities and statistics?

Reports are essential for providing transparency throughout the business.  All managers can easily monitor the quality and mix of work to ensure it is carried out by the most appropriate fee earner.  Nothing goes unnoticed and no files are ever closed without good reason.  We monitor daily and weekly productivity across fee earners and can easily identify stand-out performers for career fast-tracking.

Marketing reports are generated daily and distributed to team managers to provide them with a comprehensive update on all incoming enquiries, including details on why they were either accepted or rejected.  In addition, a weekly list of all closed files is circulated, detailing the settlement achieved on each one.  Without Proclaim this would all have to be carried out manually, which would have huge time and cost implications.

What are your plans for the future?

The firm has grown considerably in just over three years, expanding from one to four offices – three based in Hull and one in Leeds.  Through organic growth and strategic acquisition, we aim to double in size over the next 12 months.  With the support of Proclaim, we are highly confident that we will achieve this goal.

Proclaim is a fundamental tool and is vital for swift case progression, monitoring key statistics and strengthening client relationships.

The Solicitors Regulation Authority (SRA) today announced that it has licensed its first three alternative business structures (ABS).

The trio comprises Co-operative Legal Services (the organisation uses Eclipse’s Proclaim Case Management Software), John Welch and Stammers, and Lawbridge Solicitors Ltd.

An ABS is a business providing regulated reserved legal activities but which has either, or both, non-lawyer owners and managers. Traditionally law firms have had to be owned and managed only by lawyers.

The non-lawyer ownership and management of legal services providers – under the Legal Services Act 2007 – was one of a significant raft of reforms designed to liberalise the regulation and provision of legal services in England and Wales. The reforms will increase competition and provide consumers with greater choice and access to legal and related services.

The SRA started accepting ABS applications three months ago on 3 January 2012, after being designated a licensing body by the Ministry of Justice in December 2011.

Co-operative Legal Services is part of the Co-operative Group and was set up in 2006, but, until now, the range of services it could provide has been limited to personal injury claims; will writing; probate and estate administration; conveyancing and employment law. Co-operative Legal Services currently employs around 400 staff and is in the midst of a recruitment drive which will see at least 150 more employees join this year. ABS status will allow it to diversify into family law later this year as well as considering how else it can meet the needs of consumers.

John Welch and Stammers has seven fee earners and eleven support staff and has been operating in Witney, Oxfordshire since 1932. ABS status will enable the firm to continue and develop, as one solicitor partner retired in December 2011 leaving two solicitor partners and Bernadette Summers, who has been practice manager for the past 12 years, will be appointed as a non-lawyer managing partner. The firm is a general solicitors practice offering services in domestic and commercial conveyancing, family, personal injury, civil litigation and Wills and probate.

Lawbridge Solicitors Ltd is an existing incorporated recognised body, which has just one solicitor/fee earner, Michael Pope. His wife Alison, currently the practice manager, will become a director of the firm with a significant shareholding. The business is based in Sidcup, Kent, with a local client base, and offers a mix of employment work, litigation and commercial/corporate legal services.

Antony Townsend, SRA Chief Executive, said: “We’re delighted to announce the first ABS organisations. This represents a milestone we have been working towards for nearly two years.

“The arrival of ABS should foster a more flexible and innovative market for legal services. By stimulating competition and encouraging innovation, we should see consumers’ experiences enjoy a major boost.

“Some people may be surprised that there are two high street practices with a handful of staff among the first wave of ABS organisations that we’ve authorised. But we’ve always said that ABS offers options for all firms, not just large organisations.

“We’ve had to create a system of authorisation flexible enough to deal with a range of companies with hugely varying corporate structures, but that’s also robust enough to apply the same stringent suitability criteria by which traditional firms are judged. We make no apology for ensuring that the systems we have in place are thorough and in some cases, time-consuming.”

Jonathan Djanogly MP, Justice Minister, added: “This is a huge milestone for UK legal services and the future of Alternative Business Structures. “ABSs introduce more competition in the market place, delivering competitive pricing, higher standards of product and more choice for the consumer.

“Our UK legal services are unrivalled around the world and these changes will allow them to reach new heights, as solicitors’ firms develop new markets, seek external investment and join up with other businesses to offer different products to consumers and provide opportunities for growth.”

Eddie Ryan, Managing Director of Co-operative Legal Services, said: “When the Legal Services Act was first drafted it was envisaged it would enable well-established consumer brands to enter the closed world of legal services. We believe the presence of The Co-operative’s trusted brand and values together with a combination of first class products and services will provide customers with greater accessibility to legal advice and better value for money. That is why we are committed to playing a leading role in this new era by offering straightforward value-for-money legal services, backed by an ethos of social responsibility and a level of protection that can be provided by a diverse, multi-billion pound organisation.”

Kerry Joels, of John Welch and Stammers, said: “We have for a number of years wanted to introduce Berni Summers into the partnership as recognition of her major contribution to the development and running of our firm and are delighted that by becoming an ABS we can achieve this.”

Alison and Michael Pope from Lawbridge Solicitors Ltd added: “We are very pleased to be one of the first firms to be authorised as an ABS. It was always our intention to take advantage of ABS as a means of allowing joint ownership of the firm, and to use this as a platform to raise our profile and move forward to expand the firm.”

The SRA will continue to process the completed Stage 2 applications it has received from organisations across England and Wales. Around 60 Stage 2 forms have been submitted so far after initial interest from nearly 180 applicants.

Express Solicitors – a current Eclipse client – employs over 80 staff and has recently embarked upon a campaign to recruit an additional 40.  The firm specialises in personal injury (PI) and clinical negligence claims, and is implementing a number of strategies in readiness for the entrance of Alternative Business Structures (ABS) into the legal services sector.

Proclaim ABS PI was launched by the UK’s leading Case Management Software provider, Eclipse Legal Systems, to provide an integrated solution for organisations operating within the personal injury market.

The sector is expected to see heavy ABS involvement, as existing claims management, personal injury and medical reporting firms join forces and consolidate as single entities to avoid falling foul of proposed referral fee bans.  Proclaim ABS PI integrates initial claim handling, personal injury litigation and medical reporting in one centralised solution.

James Maxey, Partner at Express Solicitors, comments:

“There is a range of emotion at the moment regarding Alternative Business Structures.  Some law firms are nervous, others are burying their heads in the sand, and others see great opportunity.  We fall firmly into that last category and are preparing accordingly.  Not only are we increasing headcount by 50%, we are also implementing cutting edge software to provide a business-wide approach to the entire claims process.

“Proclaim ABS PI is a unique solution, and any personal injury organisation wanting to survive and thrive must seriously consider adopting it.”