Ten years ago, MSL Legal Expenses made the decision to investigate case management software technologies. The main motivator was finding a way to accommodate the needs of its businesses, retain data and avoid duplication.
The organisation was using two separate systems - one for MSL's claims operation and another for Forward Hire (now called MSL Vehicle Rental), the arm providing replacement vehicles for claimants. In addition, it needed a flexible product that would allow MSL to carry out ongoing tailoring and amendments in-house, as market and competitive pressures often force it to adapt very quickly.
This case study looks at MSL's implementation of two software packages, the operational benefits and the products' ability to meet MSL's need for a flexible product that could enhance customer service standards.