Industry
Legal Services
Client
Courmacs Legal
Our Role
Automating Claims Processing
"With the team at ORCA, we can make the dream the reality"
Michelle West - Director of Operations
About Courmacs Legal
Courmacs Legal Ltd is a UK-based, SRA-regulated law firm specialising in consumer claims and
civil litigation. They handle high-volume cases such as mis-sold finance, housing disrepair, and undisclosed commissions, providing straightforward, accessible support for clients seeking fair compensation.
Background
As a bulk litigation firm, limitations presented by the need for high-volume, manual processing led Courmacs Legal to seek a robust system that could tackle admin-heavy, standardised communications. Automation presented an opportunity for control and consistency, meaning every client could be afforded the same degree of service from the firm. Employing a dynamic system that could adapt at the same rate as the ever changing regulatory landscape was vital for Courmacs Legal.
Implementation
The ORCA team spent a considerable amount of time prior to implementation understanding
Courmacs’ requirements and where the major pain points, in need of alleviation, would arise when
transferring a very high volume of existing cases.
Having identified areas in which extra caution
was necessary, migration was implemented with minimal disruption in an “extremely smooth”
transfer of data where no downtime was incurred.
ORCA provided a personalised approach to migration, offering one to one assimilation support to
each Courmacs team member and addressing centralised logs of issues in a timely and
personable manner.
As Courmacs offer a 24/7 campaign for customers, the prevention of downtime during migration by
ORCA was essential, maintaining their standards of service for their customers.
"The personal, one-on-one approach from the ORCA team has been fantastic"
Michelle West - Director of Operations
Unlike traditional platforms, ORCA allows for self development and implementation at the drop of the hat. With a direct line of communication between the team at Courmacs and the team atORCA, requests and queries waste no time in triage, and are instead delivered to the right people instantly.
The relationships established between teams at ORCA and Courmacs during the implementation phase have resulted in members of the Courmacs team feeling comfortable and confident to reach
out for considerate and contextual advice. This trust has led to maintained levels of productivity.