The Challenge

An ambitious firm supporting a growing national client base with multiple service offerings was constrained by the client side user journey enabled by their platform. The portal worked well for financial investments although presented the clients with exactly the same branding options that their competitors had. This constraint prevented the firm from providing clients with access to all relevant services in a consistent and convenient way.

The Solution

The suggestion was to compose a client portal solution that sat above the existing portal so that clients retained their existing capabilities. The firm branded portal enabled unified client journeys to all services and enables the clients to control the other areas of their lives, safe in the knowledge that all their information is managed and shared with full security.

The Value

The reduction in the administration tasks associated with servicing clients created a compelling business case for change. This was enhanced by the (lack of) disruption to operations.

The Challenge

A full service law firm with 8 offices was deeply embedded with a legacy PMS and recognised the value of replacing email with communicating with clients. The practice included individual, business and corporate clients who each had specific client service requirements. The portal needed to provide a personalised, specific and simple client journey that reflected precisely the firm’s brand values.

The Solution

The suggested portal combines information relevant to the client from the PMS with information gathered from third party sources and provides a simple, intuitive and personalised journey. The firm’s brand and accessibility standards are met and the opportunity to extend capability quickly is in place.

The Value

In addition to the ‘soft’ value of enhancing client service, the portal saves significant admin resources, freeing up human capacity to help drive growth. The firm’s strong ‘personality’ can be articulated throughout the clients on-line experience

The Challenge

This fast growing firm used an international supply base to provide finished products to a range of customers. Its procurement department was overwhelmed with data, bogged down with administration and struggling to see the wood for the trees. Running faster with the existing processes was not working.

The Solution

Rather than replacing the existing systems we suggested augmenting them with a supplier portal that would enable all parties to share permission based access to all information. The logical structure of the folders enabled control and highlighted missing and outdated information. The process of uploading updates, securing missing approvals and ensuring a single definition of the situation enabled contract management.

The Value

Control; simply put, the challenge of managing the situation was made possible by the change of approach. Humans spent less time on administrative tasks. It enables the first step in a journey towards SRM.

Avoid disruption, reduce tasks, create digital journeys

The Challenge

A leading Manchester Law firm had evolved a manually intensive, error prone process to on board clients and process payments. It relied on various systems including Quill, HooYou and Sharepoint. There was an interoperability problem.

The Solution

Needed to quickly provide visibility to users and partners, eliminate errors and free up capacity from manual tasks. By leveraging Toca’s ability to connect, a digital wrapper was created around the legacy systems, transforming the user journey. Accurate and timely information was made available to all.

The Value

The users were freed up from admin tasks (reduced by 36%) to focus on higher value tasks. Partners and compliance staff had access to information on demand and were less disrupted. The speed of compliance and other processes contributed to an overall reduction of 50% to deliver a case.

Client Self service, reduce tasks, extend brand asset

The Challenge

A leading regional accountancy practice based in East Cheshire wanted to extend the secure way they were communicating with clients by enabling client self service. Clients need to sign documents and the process to do this was expensive and time consuming.

The Solution

Extending the secure sharing capability into a firm branded, self service portal enhanced the client experience and enabled them to sign documents in just a couple of clicks. Administration tasks and postage costs were eliminated with a simple signature ready document production process. Automatic notifications and a shared view of available documents through the portal further reduced administration tasks.

The Value

A sector leading client experience sets our client apart. Their clients access all available information from a single place and complete requested actions in a couple of clicks. Lag time reduction, postage and storage cost elimination and significant reduction in admin time.

The Challenge

A leading provider of medical services to the NHS relied on humans to extract and transform information from a legacy system. It could not be integrated with the manual tasks consumed the capacity of highly skilled people who were a scarce resource in the business.

The Solution

The suggested solution recognised that the process was based on a series of rules which, when clarified and aligned, provide the framework for a digital coworker to operate to. Completing the tasks digitally increased speed to completion by a factor of 20 and exposed errors which were systematically eliminated to improve the process.

The Value

By providing the robot only when required (twice a day) the automated process was commercially advantageous and delivered an improved data set. The human tasks were reduced and focused only on cases where judgement calls were needed to determine the appropriate outcome.

Eliminate manual tasks, eliminate errors, free up capacity

The Challenge

The firm provides services to online estate agents via various portals. Whilst some could be integrated with, for others this approach was not possible. This required scarce and skilled human resources needed to perform extract, transform, load (ETL) tasks between systems. Maintaining required service levels was a constant challenge.

The Solution

The ETL tasks were both rules based and repetitive so we trained a software robot to complete them on an agreed schedule. The robot was able to work a factor of 20 times faster than a human and had a zero error rate.

The Value

Service levels were immediately transformed and errors in the data resolved so that both systems contained more accurate information. Human resources were freed up from mundane tasks to do more human work elsewhere.

Single source of truth, task reduction and fraud elimination

The Challenge

As an SME working within a wider supply chain, the administration challenge on our client was significant. High volumes of information, received typically on email needed to be managed in a timely way. The opportunity for human error was high and the consequences of such error significant.

The Solution

The suggestion was a simple way to share commercially sensitive and critical information with third parties who needed access to different aspects of the whole. Using a configurable and familiar folder structure, multiple parties were able to upload and access volumes of information, confident that it was up to date. Bank details of the multiple suppliers who were paid on invoice were secured with supplier only edit control – making the AP job simple and eliminating the opportunity for man in the middle fraud.

The Value

Significant saving in time to transmit, store and retrieve information. Reduced volumes of supplier queries. Increased confidence in data quality accelerated completion of tasks. Fraud and compliance risk eliminated.

The Problem

ESG requirements are driven from organisations who don’t directly control the supply chain. They rely on commitments made as part of the tender process. These commitments are no more than good intentions unless they can be supported by validation across the whole chain. How do these organisations bring more rigour to the ESG process? How do they validate the intentions of their immediate supplier?

The Solution

Modern software makes possible things that, even a few years ago, were technically or commercially out of reach.

We can create and distribute the means for all participants across a supply chain to provide more precise and comprehensive information to support their ESG intentions. This would require the supplier to spend a short period of time supporting the answers to a few specific and relevant questions. Of course, we can also design and support an automated workflow that helps drive up participation.

We can also collate and analyse the responses to these requests automatically, providing a near real time dashboard from across the supply chain. Insight delivered without significant hassle.

The Value

Organisations can increasingly and continuously evidence the performance of their ESG strategies. This evidence would be collected in ways that are commercially and operationally attractive.