The PI Claim Journey – using TouchPoint+

Introducing TouchPoint+ by Eclipse Legal Systems

Legal services provision is changing – your clients, customers and business partners are demanding more for less. They require more information, more quickly wherever they are.

And at a lower cost.

Eclipse’s new TouchPoint+ system puts them at the centre, providing a truly personal ‘self-service’ experience. With a slick and accessible interface, personalised interactive tiles enable you to deliver bespoke real-time data, information and applications, via any device and any web browser.

The PI Claim Journey – using TouchPoint+

For anybody who has been involved in an accident and sustained an injury, stress levels are up. What the claimant needs throughout the life of their claim is simplicity, transparency, and a feeling of control. With TouchPoint+, you can provide exactly this.

Client capture

Meet Ian – he’s been involved in a car accident and is looking for a law firm to take on his injury case.

One firm he visits online is a TouchPoint+ user, so rather than phoning or visiting them, an active tile on the firm’s site takes him to a claim form. As soon as Ian has completed this, his information is pushed automatically into the firm’s Proclaim Case Management system. From here, all sorts of workflows can be triggered, and signup documentation can be made available for him within his own TouchPoint+ area. Once Ian has confirmed his acceptance of the paperwork (all done onscreen using SecureDocs) things can really get moving.

Personalised

Because this is Ian’s TouchPoint+, and it’s personal to him, he can create a personalised map and snapshot of the accident site. Further information tiles can include plain-English explanations of the process, and useful FAQs – all helping to build Ian’s confidence in the journey.

Ian can even upload images of the scene, and / or any injuries, directly to TouchPoint+ and straight into the law firm’s Proclaim system. All this gives Ian a connection to – and a proper understanding of – the service.

Keeping in touch

At any point, Ian can contact and chat with his lawyer, and behind the scenes all queries and questions can be sucked into Proclaim, to trigger workflow or be rerouted to relevant personnel. For Ian this means no more leaving messages, wondering if and when someone will call back.

Using TouchPoint+’s ‘FileView’ tool, Ian stays informed and in control. He can check on his file and its documentation any time and from anywhere. It’s a transparent view which gives Ian the full picture and a greater understanding of the injury claims process. The data he sees is secure, and in real-time – his law firm decides how much (or how little) is shown – whatever is right and appropriate for them.

Marketing

Through marketing features in TouchPoint+, Ian receives tailored communications, news feeds, blogs and even special offers that are relevant to him. He is free to just pull information, so he won’t get irritated by blanket ‘junk mailers’ — but he appreciates taking a look at a relevant news feed while at work on his PC or catching up with a blog on his smartphone.

TouchPoint+ helps to build a closer, more positive relationship between Ian and his law firm. Once the claim is finalised and compensation received, Ian can then take part in a Client Satisfaction survey embedded in TouchPoint+. The results are automatically captured in Proclaim, triggering relevant workflow tasks inside the firm.

And of course, subsequent data analysis helps the firm continually improve service — which Ian, or the friends he recommends, will appreciate if they ever need to make a claim.