Winn Solicitors is one of the UK’s leading specialists in non-fault accident claims.
It helps thousands of people each year after road, workplace and public place accidents, with a claim line open 24/7, 365 days a year. For a firm regulated by the Solicitors Regulation Authority, getting every one of those conversations right isn’t optional.
Industry
Legal: Personal injury
Outcomes
Improve customer experience, protect your business
Go-live
3 weeks, no systems replaced
In the middle of a major transformation, the firm relied heavily on the phone, supported by email and SMS. Call volumes surged and existing systems couldn’t keep up. Service quality varied across teams and sites, and customers faced long waits followed by the frustration of repeating their details
CRM, telephony and QA ran in complete isolation. Teams duplicated work, and compliance could only check a small manual sample of calls. Without change, the only way to grow was to hire more agents.
Winn Solicitors didn’t need more agents or a new CRM. It needed a layer of intelligence across the systems it already had.
Before
With Focus AI
Compliance
A small manual sample
100% of calls checked
QA scoring
Variable, manual review
Every call scored consistently
System
CRM, telephony and QA in isolation
One connected layer
Growth
Only by hiring more agents
200+ hours freed every month
Service
Reactive
Proactive, in real time
A layer of intelligence connecting CRM, telephony and QA.
The firm’s agents, QA team, compliance leads and operations managers now work with a fully integrated suite of AI-powered conversational intelligence tools, built into their daily workflows.
Transcription and tagging
Every call transcribed, summarised and tagged automatically, with no manual work.
Sentiment analysis
A real-time view of how customers feel, surfacing risk before it escalates.
Automated QA scoring
Every call scored consistently and objectively, across every team and site.
100% compliance coverage
Every call checked against compliance requirements. Not a spot-check.
No CRM or phone system was replaced. Everything connected to the systems Winn Solicitors already used.
Focus AI worked closely with Winn Solicitors’ operations, QA, compliance and IT teams to configure the solution around existing workflows and regulatory requirements. Calls, email and SMS were covered from the start, disruption was minimal, and teams felt confident within days.
1.
Connect
Linked to the firm’s existing CRM and telephony, so every call, email and SMS flows into one view.
2.
Configure
QA scoring and compliance checks set up around the firm’s own workflows and regulatory requirements.
3.
Train to go live
Short, practical workshops for each team, then live within three weeks of kick-off.
Customer satisfaction is up 58%, and every call is now scored consistently and objectively.
That removed the variability that made coaching difficult and feedback feel unfair. Average handling time is down 12%, so agents spend less time on admin and more with the customer in front of them, with fewer escalations and clearer responses.
With 100% of calls now checked for compliance, rather than a small sample, the firm can act quickly on service and compliance issues. The 200+ staff hours saved each month are reinvested in coaching.
Marketing now listens in too.
The firm’s marketing team uses the same conversation insights to sharpen messaging and strengthen commercial performance, turning what customers actually say into a source of growth.
Winn Solicitors has connected its conversations. The next step is putting that intelligence to work.
AI adoption isn’t one big switch. It’s a journey from essential foundations to intelligent automation, taken at the firm’s own pace, built on the systems it already has and always with people at the centre.
Reliable foundations
Systems and teams joined up
Data improving how work gets done
AI acting, not just reporting
Where the next gains could come from
Be there the moment after an accident.
Winn Solicitors’ claim line is open 24/7. An AI virtual agent could take first details out of hours, answer routine questions and hand every case to the team with the context already captured.
Give agents back even more time.
Conversation summaries could be written straight into case files and follow-ups triggered automatically, so the 200+ hours saved each month keep growing.
Adopt AI with the regulator in mind
As AI takes on more customer contact, clear governance, careful data handling and staff awareness could help the firm stay on top of its compliance obligations
Turn what customers say into growth
Marketing already listens in. Trends across thousands of conversations could shape services, campaigns and where the firm invests next.
