Exciting Developments at Gildeas: Five Changes To Our Business

At Gildeas Solicitors, we believe that continuous improvement is key to providing our clients with the highest standard of service. In line with this commitment, we are pleased to discuss a series of significant changes we’ve taken at our firm, aimed at modernising our operations and enhancing your experience with us.

Introduction of a change management framework to review performance

At the beginning of our change management project, we decided upon several goals; to improve the customer experience, reduce lifecycles, improve our claims practices and increase efficiencies. To do this, we set about updating our best practice guidance and modernising our claims management system to meet the requirements of the business.

To further improve our operations, we’ve introduced a robust change management framework. This will allow us to systematically review our performance and implement improvements where necessary. By fostering a culture of reflection and adaptability, we aim to ensure that our processes remain effective and aligned with our strategic goals.

Implementation of multiple systems driven innovations to streamline our approach to claims

Using access to increased levels of data, we were able to identify areas of the business that were working well and implement those practices across other departments.

We developed bespoke system solutions which integrate and improve all Management Information (MI) and Key Performance Indicators (KPIs) optimising our claims process to align with our strategic objectives.

We were also able to pinpoint areas of the business that required modernisation and set about implementing improvements which have had a positive effect on the customer experience and journey. By aligning our procedures with our overarching goals, we can deliver a more consistent and transparent experience.

Modernisation of our claims management procedures to align with our goals

We introduced improvements to our claims management system which have had a positive impact across accounting, claims, and management processes. 

Our focus on improving our claim management system and reporting has allowed us to leverage data-driven insights, ensuring that we remain responsive to our client’s needs.

Complete overhaul of office and home-based IT hardware systems

We’ve undertaken a comprehensive upgrade of our office and home-based IT hardware systems, including new laptops, phone systems, and software. These adaptations have included a whole-system migration, and significant changes to our infrastructure. We continue to develop our client-facing operations, with development underway on our websites, branding, and social media.

This overhaul not only ensures that our team has access to the latest technology but also enhances our ability to manage claims efficiently and securely. By investing in state-of-the-art IT infrastructure, we’re better equipped to respond to our client’s needs and adapt to the fast-paced legal landscape.

Ongoing review of our best practice to improve the customer journey

Finally, we are committed to the ongoing review of our best practices to continuously improve the client journey. We understand that the legal process can be daunting, and we aim to make it as seamless as possible. By regularly assessing and refining our practices, we ensure that every interaction with our firm is positive and productive.

Our Director, Lindsay Hare and Senior Claims Manager, Danny Thomson have been leading on the project. Of the developments, Danny said:

“The project has been running for 18 months. We are delighted with the improvements that we have implemented so far, and we are excited about the next stages of the development which we are confident will continue to help the business improve.”

Conclusion

These changes mark a significant step forward for Gildeas, reflecting our unwavering commitment to enhancing service delivery and meeting the evolving needs of our clients. As we continue to implement these innovations, we are confident that they will lead to a more efficient, transparent, and satisfying experience for everyone who engages with our firm.

We invite you to stay connected with us as we navigate this exciting journey. Whether you’re a current client or considering our services, we welcome your feedback and are eager to assist you with your legal needs. Explore our website for more information on how these advancements can benefit you, and don’t hesitate to reach out to us with any questions or to discuss how we can support you.

Gildeas Solicitors is a recognised law firm specialising in personal injury claims, supporting you throughout Scotland from our offices in Glasgow and Edinburgh. We’re passionate about what we do, whilst putting our clients’ interests first. That’s why we make personal injury personal.

Considering our services? Call our dedicated New Claims team today on 0141 331 6070.