Project Date: Feb 2024 – current
Circumstance: LegalStream utilised a legacy Automation Anywhere platform alongside their Enterprise Legal Management (ELM) system for mortgage-related processes. The advent of a new ELM necessitated a complete overhaul and redevelopment of the intelligent automation platform, directly impacting mortgage application, discharge, and payout procedures tied to Macquarie Finance’s mortgage approval workflow.
Action: Customer Science Group was brought on board to provide expert advice on developing new business processes enhanced by automation to improve efficiency and cut licensing costs. They facilitated workshops with key business stakeholders, leading to actionable recommendations for LegalStream. Upon accepting these recommendations, LegalStream commissioned Customer Science Group to implement Microsoft Power Platform and develop the necessary automations using Microsoft Power Automate.
The process automations were re-developed using Customer Science Group’s proven Agile delivery methodology, encompassing Define, Design, Build & Test, UAT, Deployment and Hypercare phases.
Result: The re-engineered process automations now provide LegalStream with a more stable and expedient processing capability, significantly reducing processing time and costs. By deploying the Microsoft Power Platform, LegalStream has benefited from an agile and scalable solution that ensures smoother mortgage processing workflows. This strategic move not only improved operational efficiency but also enhanced the customer experience due to quicker turnaround times.
Ethical behaviour: In the redevelopment of the automated processes, ethical considerations around data security and compliance with financial regulations were strictly adhered to. Customer Science Group ensured that the automation solutions were transparent in their operations and maintained the integrity and confidentiality of customer data.
Sustainability: The switch to the Microsoft Power Platform is a forward-thinking decision that aligns with sustainability goals. It allows for continuous improvement in the mortgage processing system and reduces the carbon footprint by cutting down on hardware resources through cloud solutions and enabling LegalStream to further reduce paper-based processes resulting in an end-to-end digital process. The robustness of the new platform ensures long-term viability and adaptability to future technological advancements.
Scaling Operations
