Case study
Client Engagement and Document Automation
One platform for casework, client engagement and documents, replacing a costly Salesforce setup
Alawco handles high-volume legal casework
It runs its casework on Volume, keeping clients engaged through a branded client portal and generating the letters and documents every case needs, straight from the case record. Volume replaced a Salesforce setup whose licences, bolt-ons and database costs grew with every case.
Customer
Alawco, a legal services business handling high-volume casework
Industry
Legal Services
Platform
Tools
Outcome
Single platform replacing CRM, case management, document handling and finance tools
The challenge
A platform that got more expensive as it grew
As volumes increased, Alawco's Salesforce setup needed more manual intervention and costly customisation. Clients were chased by phone and email, letters were prepared by hand, and systems were split across CRM, case management, document handling and finance
High cost of ownership from Salesforce licensing, bolt-ons and database scaling.
Salesforce document limits, so letters and packs were prepared by hand.
Clients chased by phone and email, with no single place for their case.
Disconnected CRM, case management, document and payment systems.
Documents sent in by clients read and keyed in by hand.
Little visibility for investors, weakening confidence and ROI tracking.
What we built
Three Blueprints, one platform for every case
Volume replaced the Salesforce setup with one platform and one record for every case. Each part was built from a Blueprint and linked by Workflows, so clients, documents and casework stay in step
1
Client Portal
Clients engaged for the whole life of their case.
Every client has a branded portal, and comes back to it whenever their case needs something or something changes.
1
Invited to their portal
Once a client is on board, they're sent a branded invite and sign in with a secure magic link, with no password to remember.
2
Asked when something's needed
Whenever a case needs a signature, a document or an answer, a workflow sends a call to action, with reminders until it's done.
3
Kept informed
Clients are updated by email and SMS as their case moves on, and can message their case handler securely in the portal.
4
Everything on the record
Signatures, uploads, messages and changes to contact details are saved to the case record as they happen.
2
Document Generate & Send
Letters to lenders generated in bulk, straight from the case.
Letters of complaint and client documents are generated from Alawco's own templates and sent to the right people, thousands at a time.
1
Templates ready
Word templates hold merge fields for the client, the lender and the agreement details.
2
Data checked first
Before anything is generated, a workflow checks every field the template needs is filled, so no letter goes out with blanks.
3
Generated in bulk
A letter is generated for every eligible agreement across thousands of cases, as a PDF filled from the case record.
4
Sent, filed and tracked
Each letter is emailed to the right lender, filed on the case where the client can see it in their portal, and tracked on a dashboard.
3
Document Extract and Load
Documents from clients read and filed without retyping.
Documents clients upload through the portal are read automatically, checked where needed and loaded onto the case.
1
Uploaded in the portal
Clients upload what their case needs, such as finance agreements and statements, in response to a call to action.
2
Key data extracted
AI Data Extraction reads each document and pulls out the data the case needs.
3
Checked when unsure
Anything the extraction isn't confident about goes to Triage, where a person checks it.
The results
Scalable growth without a growing cost base
Scalable growth without increasing the cost base.
Clients engaged throughout, without being chased by phone.
Clients kept informed, with every update saved to the case.
Letters to lenders generated in bulk, with no blank fields.
Documents from clients read and loaded without retyping.
More transparency for investors, strengthening confidence in ROI.
One source of truth, adapting to new products and workflows.
Clients sign, upload and update in a branded portal.
“Volume Technology fundamentally transformed how we operate. Moving away from a costly and complex Salesforce setup to a fully integrated platform has given us the scalability and control we needed to grow. We've been able to streamline our case management, automate key workflows, and provide full transparency to our investors, something that's been critical in demonstrating ROI. The platform has become a core part of our ability to scale efficiently and confidently.”
Explore further
See the Blueprints behind this story
Each part of this story started from a Blueprint
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