Confidentiality note: To comply with the non-disclosure agreement, the highly regulated nature of the client’s industry, and the sensitivity of their internal data, this case study has been anonymised. While the client’s name is withheld, the technical architecture and operational outcomes are presented as they occurred.
Client Overview
The client is a corporate law firm that operates in a highly regulated industry. They provide specialised advisory and compliance support across complex regulatory frameworks, offering tailored guidance to both individuals and organisations. The firm manages sensitive data, complex case documentation, and multi-stakeholder collaboration, which required exceptional precision, security, and operational fluidity. The client is committed to delivering personalised, strategic services while maintaining strong compliance standards and efficient client communication throughout the lifecycle of each engagement.
The Goal
The firm’s goal was to eliminate operational bottlenecks by automating and scaling their client onboarding, case matter creation, and document management workflows. Key objectives included:
- Minimising manual data entry and administrative overhead.
- Consolidating document storage to bolster security and accessibility.
- Establishing reliable tracking for digital signatures and multi-party communications.
- Standardising workflow consistency to ensure data integrity.
Challenges before IPM Software’s Involvement
Before working with IPM Software, the client faced several operational challenges:
- Manual and error-prone processes for creating contacts and cases within the case management system
- Decentralised document storage across multiple platforms, creating access issues, security risks, and inefficient file handling
- Incomplete or unreliable automations that resulted in missed communications, particularly around document signing and follow-ups
- Difficulty managing multiple contacts associated with a single case while maintaining accurate data relationships
- Existing automation setups contained technical issues such as data handling errors, naming inconsistencies, and failed notifications, leading to workflow disruptions
Our Solution
IPM Software’s Structured Workflows in ClickUp
IPM Software implemented a tailored ClickUp workspace designed specifically to support methodology, enabling clear alignment between objectives, goals, strategies, and associated metrics.
Structured Implementation Approach
- Utilised Make.com (formerly Integromat) as the primary automation platform to build robust, end-to-end workflows integrating online intake forms with the client’s case management system.
- Automated the creation of contacts and cases dynamically, including support for complex scenarios such as multiple contacts linked to a single case.
- Implemented automated file processing workflows that detect and handle multiple file types (PDF, Word, Excel, images), converting and storing them consistently within the case management system.
- Centralised document storage within the case management platform, removing reliance on third-party file storage systems.
- Automated client signature workflows by integrating a digital signature platform with email and the case management system, including webhook-triggered notifications and personalised follow-ups.
- Diagnosed and resolved critical issues in existing automations, such as iterator failures and branching logic errors that previously caused incomplete workflows
- Improved data structure by replacing oversized, consolidated update fields with multiple custom fields, enhancing visibility and usability for internal teams
IPM Software also standardised project templates, task statuses, and team processes to ensure consistent execution of the operations across the organisation.
Results and Impact
Following implementation, the client experienced:
- Contacts and cases are created automatically from online intake forms.
- Documents are stored centrally and linked to the relevant case or contact.
- Client signature collection and follow-ups are automated via integrated notifications.
- Custom fields were implemented to structure case data for clarity and usability.
- Automation errors and workflow failures were corrected to ensure reliable process execution.
- Access to client and case information is now consolidated within a single system.
Client feedback was highly positive, with the client expressing satisfaction with the solution and its ability to support their work model. While full rollout across all teams was limited due to financial constraints, the implemented solution provided a strong, scalable foundation.
Future Outlook
With the newly optimised automation and case management system in place, the client is well-positioned for scalable growth. Confident in the stability and efficiency of their workflows, they plan to migrate all legacy client records and documents from external storage platforms into their central case management system.
The next phase of the partnership involves migrating all legacy client records from external storage into the centralised platform. The unified platform supports the client’s long-term efficiency, compliance, and an efficient experience for their clients.
