To remain one of the UK’s leading law firms, Winn Group needed to manage the influx of invoices and claims being processed and ultimately continue driving innovation in claims management, playing a key role in the company’s ambitious Digital Transformation strategy. Clint Milnes, Chief Information Officer at Winn Group, expands on how the Toca product allows the organisation to enhance its excellent client experience without threat.
Winn Group, the nationwide provider of accident claims services, has renewed its investment in the leading low-code enterprise development solution provider, Toca, to deliver an innovative and revolutionary claims management process for both clients and staff alike.
Signing a three-year extension to their agreement, the long-term relationship will see the firm build on its low-code automation and AI journey, covering all companies across the Winn Group. Winn Group provides accident management, legal, healthcare and medico-legal services across the UK.
After experiencing a four-fold increase in business leads in 2022, the firm required a new solution to manage the influx of invoices and claims being processed by the On Hire division – which provides replacement vehicles and repair management for road users. The partnership with Toca has seen the firm dramatically slash case handling duration, resulting in a significant increase in the number of claims handled while maintaining an excellent client experience. The extended partnership is expected to continue driving innovation in claims management, playing a key role in the company’s ambitious Digital Transformation strategy.
Since forming a partnership with Toca in August 2022, the firm has seen a record-breaking 12 months, doubling its turnover, receiving national recognition for its achievements and numerous nominations for industry awards. Following the initial success of the relationship and the clear synergies between the two organisations, the decision to extend the partnership with Toca was an easy one for Clint Milnes, Chief Information Officer at Winn Group, who said: “The continued investment in Toca helps the firm meet the key elements considered pivotal to its success – happy staff, happy clients (both institutional and private) and increased revenue.”
Automation of the end-to-end claim process using Toca’s low-code platform has meant that Winn Group benefits from greater speed and accuracy while saving more than 160 hours of staff time each month.
“We feel that having a longstanding relationship with Toca is important to staff satisfaction, client satisfaction and, in turn, revenue growth,” said Milnes. “The powerful combination of apps, automation and extensive integration within the Toca product will allow these three areas to flourish and for us to continue growing across all areas of the business into the next financial year and beyond.
“As an organisation, we work hard to maintain and increase the accreditations which are fundamental to our organisation, such as ISO27001, Lexcel and Investors in People. The functionality within Toca allows us to reach out to our institutional clients to allow better service, as well as offering better service to our clients and also offering new innovative software for our staff to work on.”
Milnes continued: “We are very pleased to announce our three-year relationship – it’s one that has been built on trust, openness and, above all, honesty. As we got to grips with the Toca platform, we’ve experienced a number of challenges and certainly had obstacles to overcome. But for me, it was pleasing to see how we were able to deal with challenges and move past them. The relationships built with the team at Toca have made it an easy decision to extend our relationship long-term.”
In the future, the Toca/Winn Group roadmap looks set to grow and evolve at pace, with plans to build a number of client-facing apps. The apps will allow clients greater control and increased visibility of their claim, as well as assisting with case duration.
Milnes and the team plan to utilise the document reading capabilities within Toca to further reduce handling time and are looking to extend their use of Toca into the Wills Probate and Trust area – building new and innovative platforms to assist clients in navigating complex processes, which are often found in this area of law.
Clint Milnes, Chief Information Officer at Winn Group, offers detailed insight into the firm’s relationship with Toca and the benefits it continues to receive as a result.
Can you tell us more about the aim of the project and what you hoped to achieve?
The partnership with Toca is not about a single project, it is about a gradual, but sustained, transformation of existing processes and building new processes, utilising the functionality that Toca has to offer.
What we hope to achieve is to automate, or substantially reduce, process time in as many aspects of the business as possible to allow for continued growth and client and customer satisfaction.
The investment into emerging low code technology, such as Toca, is allowing us to drive innovation within our industry, creating more opportunity to achieve our goals effectively and lead the way in a progressive claims management process.
How has working with Toca enabled you to deliver an innovative and revolutionary claims management process?
Working with Toca has, and will, enable us to enhance our claims management process and to build new, connecting processes which make the claim journey, from start to finish, more seamless, quicker and enhanced for our clients, staff and business partners alike. The partnership allows us to deliver our solution in a way that transforms the claims management process for all involved, helping us achieve and maintain an industry-leading standard.
The breadth and flexibility of what the Toca platform can offer, coupled within the speed of development, will enable us to deliver these processes at a pace in line with business growth.
The partnership supports major progression for Winn Group. The emerging low code, no code technology that’s available enables us to drive innovation within our industry, allowing us to achieve our goals effectively and shape new standards. These improvements to our service offering, which have had a remarkable impact on many areas of our operation and for many stakeholders, is a direct attribute to the innovative and technological advancements offered by Toca.
How will this extended relationship with Toca mean you can build on your low code automation and AI journey?
Trust. This is a key component around any extended relationship to build on our low code automation and AI journey.
During the first 12 months of our relationship, it has been clear to see the potential the Toca application can have in numerous areas of our business. The extended relationship provides certainty, it weds us for a longer period as Toca becomes an extension of our Internal Development Team.
It will develop an understanding of our business, where the low code automation and AI journey will have benefit and, equally as important, where it would not have benefit, to ensure it is not transformation for transformation’s sake.
How did you ensure you maintained an excellent client experience while working with Toca?
The two go hand-in-hand. The ability of the Toca product allows us to enhance our excellent client experience without threat.
Client experience is twofold; one it is the outward facing external offerings that you can provide to a client from the moment you are chosen to act on their behalf, the second element is the internal applications which make our colleagues’ jobs easier.
The very benefit of Toca is not to have any degradation of client experience, it is to enhance that experience and ensure this is upkept – at all times. The forward-thinking solution and seamless integration mean it is easy to ensure we provide excellent client experience levels that remain consistently high, even throughout change and implementation periods.
What does the future hold for Winn Group in terms of its digital capabilities since the extension to your agreement with Toca?
It has opened up the possibility for further digital capability enhancements, at a greater pace than previously.
Toca continues to work on its product to make the building of applications quicker to enable us to adapt to any change in business needs. We plan to utilise the document reading capabilities within the product to further reduce handling time.
We are looking to extend the use of Toca into the Wills Probate and Trust area – building new and innovative platforms to assist clients in navigating complex processes, which are often found in this area of law. Toca shares our vision in terms of how far-reaching we wish to go to ensure that we remain the leading accident claims management specialists.
