Docufree's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Operational Excellence to deliver Digital Transformation

Most law firms still receive, send, and manage physical mail by hand from the office. The challenge is ensuring it’s delivered on time to the right people and acted on quickly according to policy. A tall feat when you’re dealing with paper, push carts, and staff and attorneys spread across multiple offices or working remotely, each with their own methods for handling mail. With the mailroom being the entry point to the firm, the faster these essential documents are captured and turned into usable, readily available data, the faster you can drive better, transformative processes.

Morgan & Morgan, the nation’s largest personal injury and consumer protection law firm, recognized this and set out to transform their mail processes into a digitized, automated solution that empowered staff and attorneys to receive and efficiently act on mail from anywhere while ensuring compliance.

With 60-plus locations receiving 80,000 pieces of case related mail per month, this was no small undertaking. In such a highly distributed, paper-based environment with limited visibility, staff members were processing and responding to mail in their own ways and losing valuable time to open, review, scan, and post mail to relevant matter files in their case management system.

Enter Docufree Digital Mail. The solution leverages Docufree’s enterprise information management infrastructure and SaaS and BPaaS platform capabilities with bi-directional integration to capture case related mail, instantly recognize and classify documents, extract and apply key data, feed workflow processes, and securely deliver information to authorized users regardless of their physical location.

The Challenge

• Offices lined with file cabinets full of paper documents
• 60+ locations receiving 1,000,000 pieces of case related mail per month
• Paralegals manually scanning, uploading, naming, and attaching
  documents into case management system
• Misdelivered, delayed, and misplaced mail and checks
• Struggling to get mail routed to the right recipient
• Manually creating outbound responses from scratch
• No visibility into mail volumes, actions, or statuses 

Docufree Solution

• Docufree receives, opens, scans, and tracks all USPS inbound mail
• Extracts and validates the data from each mail piece such as matter number, injured party, policy number to ensure precise automated routing to the right recipient
• Auto-manifests all incoming checks to track whereabouts at all time
• Outbound mail services integrated with Case Management System
• 1:1 tracking on all inbound mail pieces for tracking, reporting and compliance
• Workflow monitoring for tracking and workload balancing

The Results

• Reclaimed physical space with significantly less paper stored on-site and coming in through the door
• Increased productivity with inbound mail processing reduced from 30 - 45 minutes to 5 minutes
• Increased accuracy and promptness of mail delivery
• Provides the foundation to automate downstream tasks triggered by inbound mail
• Increased accountability through tracking and reporting of mail processing times
• Total visibility into the entire inbound and outbound mail operation
• Remote access to incoming and outgoing mail services directly from case management system
• Complete audit trail and history of every document processed for compliance purposes
• Faster decisions led to fewer prospects lost to competition in the highly competitive personal injury field.