The challenge:

This Senior Aviation Partner was challenged with turning a loss-making, for low volume client work, into a profit centre for high volume work (from 10 claims per month to c1000 per week). Flight Delays (Claim 261) – this was low skilled work, with a fixed fee per claim. There was a small volume of claims being managed end-to-end by lawyers that was seeing no profit and was impacting the morale of lawyers, due to the nature of work being very transactional.

Our solution:

Utilising matter analysis, process mapping, planning and commercial analysis:

• We detailed the step-by-step process

• We challenged the assignment of work: work allocation, Legal Administration Team, Lawyers – top and tail

• We helped to reassign and restructure the team

The outcome:

• Increased turnover

• Created transactional workflow

• Huge profit by claim

• Profit – c£1.8m/year

• Improved team morale

• Transactional Service successfully offered to other airlines

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