Mid-size Dublin Law Firm. Specialists in Personal Injuries and Multi-party Actions.
The services provided enabled the smooth completion of a unique tri-lingual, multi jurisdictional mass tort settlement.
Dave Coleman
A ‘Team Culture’ existed from the start of the project through to its successful conclusion.
Eduardo and his team know the meaning of the word ‘Work’.
Managing Partner at Coleman Legal LLP
Legal Process Outsourcing & Consulting Services
Success Stories from Latam Asiste – Management Consultants
- Requirements: Data management (AML, Inquiries, e-filing), Translations, Client Communications and regional third-parties,
payment information gathering and €20m in payment documentation processing. - Languages: English, Spanish and Portuguese.
- Database: 15.000 clients in three regions (EU – USA – LATAM)
Background:
Our client is a medium-sized law firm specialising in Personal Injuries, faced challenges in data management, multilingual communication, and handling a substantial increase in queries due to a large multi-party action involving 15.000 clients and over €60 million in payments due from the courts.
Pain points:
A) Lack of in-house language expertise for effective communication with clients in Spanish and Portuguese.
B) Facing substantial pressure due to an overwhelming volume of inquiries stemming from a complex multi-party action.
Our Solution:
Administrative and Legal Process Outsourcing:
Latam Asiste engaged the Outsourcing branch to lead the distributed team in Europe and South America to provide administrative and legal process outsourcing. This strategic move allowed the firm to tap into diverse skills and resources, enhancing their capacity to handle the complexities within the multi-party action.
Dedicated Account Manager:
An assigned account manager facilitated seamless communication and collaboration between the in-house team and our consultants team in London and Dublin coupled with Latam Asiste BPO team in Lima. The account manager acted as a liaison, ensuring effective coordination across organisational teams and regions.
Agile Approach:
Latam Asiste’s team implemented an agile methodology, working with agility to adapt to evolving requirements, cater for the unforeseen and task interdependencies with great acumen. Periodic updates, including weekly status reports and analytics, were provided to the client, ensuring transparency and alignment with their expectations.
Streamlined Processes:
The collaborative efforts and agile approach led to the successful implementation of streamlined processes. This included efficient data management (AML, inquiries, e-filing), multilingual communication with clients and regional third-parties, and effective payment information processing.
Benefits:
Multilingual Communication:
Overcame the language barrier by leveraging a team with proficiency in English, Spanish, and Portuguese, not only enhancing client communication but establishing good customer rapport.
Increased Capacity:
Augmenting the use of resources effectively managed to reduce waiting times by 50% through the redesign and implementation of renewed workflows and streamlined processes.
Agile Adaptation:
The agile methodology allowed Latam Asiste to adapt quickly to the dynamic requirements of the multi-party action.
Client Satisfaction:
Periodic updates and transparent communication resulted in a successful implementation that met the client’s specific needs.
Teams Feedback
Our detail-oriented approach and the solutions implemented significantly improved our client’s productivity.
Libsen Gamardo
BPO Director @Latam Asiste
The dedication to understanding our client’s unique needs stood out. Superb service and results.
Eduardo Martinez
Managing Director @Latam Asiste
Comprehending our distinct requirements was exceptional we received commendable service.
Sandra Strugar
Accounting Manager @Coleman Legal
Closing remarks
In summary, Latam Asiste’s collaboration with the client’s in-house team and their distributed team, coupled with an agile approach and dedicated account management, effectively addressed their pain points and led to a successful resolution of the challenges posed by the large multi-party action over the course of several years as the major international multi-party action was proceeding in European courts.
We cherish with great enthusiasm and welcome continued collaboration, potential expansion of services in the areas of Legal Process Outsourcing Consulting to assist our client to become an industry leader and Contact Services to enhance our client’s Net Promoter Score, or any future projects that may serve our long-term commitment and partnership with them.
For more information about our tailored solutions please arrange a call with our impact team here.