Case Study - Laughlin, Falbo, Levy & Moresi LLP

Introduction

With 11 offices and over 140 attorneys, Laughlin, Falbo, Levy & Moresi LLP (LFML) is one of California’s top 50 firms. The firm specializes in the defense of California workers’ compensation claims, as well as federal claims brought under the Longshore and Harbor Worker’s Compensation Act and its extensions. The Firm also provides expertise in providing comprehensive services for their clients and remains committed to providing the highest standard of service through ethical, aggressive and responsive representation.

The Concern

Like many legal practices, LFLM’s success is largely dependent upon getting relevant information as quickly as possible so they can take procedural steps and make key decisions. Much of this pertinent information is transmitted via standard mail.

Prior to IST’s engagements, LFLM implemented a digital mail process supported by a firm-wide electronic document management system (EDMS). This inbound mail scanning and digital conversion process was a step in the right direction, however, managing it was a source of frustration.

• Mail, reception and hospitality operations performed with limited technical support. 
• Limited accountability process.
• Quantifying the success of the support team was either outdated or not implemented.
  

The Solution

After learning LFLM’s key business objectives IST installed proven project management approaches to successfully move the firm towards a paperless environment. 

• To do this, IST first established a Mail/Records hub location where all inbound mail was routed. 
• We also implemented quality control which occurred in line with scanning and indexing. Centralizing the support team and integrating quality control at earlier stages of the process allowed IST to harness and direct all inbound mail with fewer people. This allowed us to create an environment for process improvement. IST developed processes to accomplish the following duties:
• Open all electronic and hard-copy mail
• Identify document type, scan, and profile it into the client’s matter
• OCR non-compliant PDFs
• Follow the firms’ naming conventions, consistently
• Open new matters and set up files in EDMS
• Manage any incoming mail exceptions
• Train end-users firm-wide
• Liaise between offices and the hub
• Work on the document backlog to identify what to send to the hub for processing
• Provide detailed reporting
• Simultaneously, IST worked with the firm to update its EDMS file structure and processes. As mail is scanned, end-user’s inboxes are populated based on mail’s importance – general correspondence or critical mail. This allows the firm’s personnel to act quickly.

The Partnership

IST’s flexible approach and ability to work with the firm’s current software led to a clean transition which gained efficiencies and cost savings. IST’s partnership with LFLM began in 2017 and we are proud to report that our processes have resulted in the following:

• A detailed Proof of Concept to ensure viability
• Increased efficiency at all levels in the digital mail process 
• Audit capability on all document and case management
• Eliminating the need for paper files
• Consistent document naming conventions and retention schedules
• Headcount reduction and cost savings
• Consistent policies vs. each office working independently
• A collaborative approach and nearly seamless transition