Case Study

End-to-End Solutions and Scalable Support for a National Law Firm

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Overview

A nationally recognized plaintiffs’ law firm needed rapid scale, multi-line service coverage, and strict compliance for high-volume litigations. ContactPoint 360 delivered end-to-end front- and back-office support, harmonized processes, and clinical/legal talent, enabling fast growth while protecting quality and regulatory adherence.

Key Highlights

RN-enabled back-office teams provided medical subject-matter expertise

Centralized WFM, and QA ensured consistent service across 8+ lines

Process harmonization removed handoffs and reduced cross-team lag

Tech dashboards and SOPs gave leadership real-time visibility

Change management drove rapid adoption and quality calibration

Challenges

Aggressive hiring demand: scale from 11 to 150+ FTEs within a year

Multiple new LOBs with varying SLAs and KPIs

High compliance needs for legal and medical data handling

Back-end systems, QA, and training frameworks required rapid expansion

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

From 11 to 150 FTEs in a year

%

Cost Savings

%

Faster case handling

Service line expansion

Compliance breaches and escalations

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