Thring Townsend improves efficiency with WinScribe Digital Dictation

A large multi-disciplinary firm of solicitors, Thring Townsend is the first legal practice in the UK to reap the benefits of WinScribe, a state-of-the-art digital dictation and workflow solution. The result is improved practice efficiency, higher staff productivity, reduced operating costs and a more flexible way of working for both lawyers and secretaries.

Thring Townsend became one of the leading firms of solicitors in the South of England following the merger of Thrings & Long of Bath and Townsends of Swindon. Operating out of three locations, the firm employs over 250 legal experts and support staff, thus enabling it to provide a broad range of specialist, quality assured legal services to both corporate and personal clients.

The Challenge - mission-critical documentation

Like every legal firm, a significant proportion of staff time is dedicated to producing mission-critical documentation that needs to be completed as quickly as possible. However, with an increasingly heavy caseload, a fast turnaround was becoming difficult to achieve using traditional analogue tape-based dictation and transcription equipment. It was proving too slow, inefficient and costly to maintain.

Typical problems included the need to physically carry tapes and associated case material from author to transcriptionist which was very time-consuming. There was also a risk of losing or damaging tapes, often forcing authors to waste valuable time re-recording their dictation. Poor sound quality was also a persistent issue that caused considerable delays.

The Solution – WinScribe

During the technology discovery process, Thring Townsend looked at WinScribe, an internet based digital dictation and workflow management solution.
As WinScribe is designed and built on industry standard Microsoft Windows (95/98, NT, 2000 and XP) and SQL database server technologies, it seemed ideal for Thring Townsend’s requirement for network compatibility.

On further investigation, Thring Townsend also found WinScribe to be a cost-effective solution due to the fact that they are manufacturer independent, and therefore there is no requirement for expensive hardware or add-on modules. Authors can use virtually any type of input device, including both digital dictation handsets and handheld digital recorders. In addition, authors can also utilise telephone dictation.

More importantly, it offered flexibility, customisation and scalability; important considerations for a fast-growing firm needing to support around 120 authors and 80 transcriptionists.

A trial was undertaken using the WinScribe system. This was so successful that a decision was immediately made to purchase the product. Justin Andrews, the IT Manager adds, “the Partners were so pleased with the outcome, we did not bother to evaluate any other system. The trial proved that WinScribe could provide everything we needed”.

The Result - positive changes to work pratices

Thring Townsend has been exceptionally pleased with their selection of WinScribe. Melanie Richens, a Partner in the personal injury team, comments “You cannot compare the old tape-based system and new digital dictation technology.”

“WinScribe is far superior; much more user friendly. I would not go back to the old Dictaphone system for anything”.

According to Justin Andrews, that is also the unanimous verdict of everyone at Thring Townsend, “This is the first major project where the response from everyone has been positive. It’s brilliant”.

Arlene Carson, Training and Development Manager, further adds, “Because all our people are used to using a dictation system, it takes approximately 5 minutes to train them to use the new digital dictation system. Training everyone to access the system, took no time at all. All they have to do is key in the user code and their security password. In fact, everything is so easy to learn, I can train an entire team of about 20 in a morning.”

Changes to work practices have also been minimal according to Justin Andrews. “The difference for secretaries is that they no longer have a transcription unit taking up valuable desk space. All they need is a headset and foot control, both of which plug into their PCs. For authors, the only real difference is that, instead of using a traditional dictation handset, they use Philips SpeechMikes. These are simply plugged into the back of their PCs and combine the functions of a dictation handset and rollerball mouse for controlling other computer applications, such as calling up their diaries”.

To make the handsets even easier to use, Thring Townsend also asked WinScribe to add two additional buttons for frequently used functions: “One is for moving text; the other for adding a Red exclamation mark to indicate a priority job requiring fast transcription. It saves a lot of time and avoids having to go into the options menu”.

The simplicity of the WinScribe solution and improved workflow management means fewer post-training user support issues: “Having entered the system, an author keys in the name of the client to which the dictation refers, presses the button and they are into record mode. Because dictation is linked to the client file, work never goes astray. It also means secretaries no longer have to carry around bundles of files or tapes”.

“The way the system has been set up has made it very much easier all round; From both a secretarial and author point of view, WinScribe is 100 percent better than any other system we have had. The versatility it gives to the entire workforce is incredible. Workload sharing makes a tremendous difference to workflow; and it makes it more interesting and variable for the girls”.
And Justin Andrews concludes, “We have no qualms about the future. We know we have a reliable supplier who will help us grow the firm in line with our expectations.”

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