‘I’ve been working with Document Direct for years, and can’t see that I’ll ever stop. I dictate my stuff, send it to them, do something else for a bit, then come back to my computer to find my dictation typed perfectly, sitting in my inbox. And, because of DD’s out-of-hours service, I can send them something any time in the evening, and it’s ready for me when I start work the next day. A great idea. A great service. A great member of our team’
Andy Bounds, communication expert, author and international speaker – www.andyboundsonline.com
“Document Direct and their team have shown a detailed understanding of our security requirements and an ability to integrate with our systems.
“They have been able to weave their service seamlessly within our systems and are now an integral supplier to Lewis Silkin and are a reliable and key part of our service offering.”
Jan DeCerce, IT Director
“Delivering accurate and on-time typing is a given. What makes Document Direct stand out is their account management and the development of strong relationships across our firm. This has given us confidence that feedback from lawyers is always acted upon.
“As a result more people are using the service and our lawyers and indeed secretarial teams have found the service an invaluable resource.”
Tina Eagles, HR Manager
“I have demanding turnaround times and dictate a lot while on the move and at odd times of the day and night.
“Document Direct’s service is always responsive to what I need, and this enables me, in turn, to be more responsive to my own clients’ needs.”
Cliff Fluet, Partner
In 2011 Hill Dickinson embarked on a roll out of outsourcing digital dictation to Document Direct. In 2012 there has been a doubling of the volume of work produced by Document Direct and the evolving changes in working practices has seen co-sourcing document production as more efficient and cost effective. Some 15,000 documents per month are produced by Document Direct and the quality of typing is excellent. The error rate is less than 1% and it is clear that the quality comes from their stringent recruitment process, and their sheer passion and focus on customer service.
Communication with a remote team can be difficult but Document Direct have put in place telephone support numbers, operating 24 hours a day, 7 days a week, a team of people available around the clock in their customer account managers and they even printed for each of our lawyers their own business card as an aide-mémoire.
It’s rare in a large law firm to hear feedback about a supplier that is anything other than positive and throughout the whole firm fee earners have confirmed that their experience of using Document Direct is by and large a positive one.
The implementation of Document Direct’s ISO27001 (Information Security Management Systems) has helped Hill Dickinson give confidence to their own clients who insist on tight security controls. The ISO27001 system has also enforced a focus of robust systems and processes and if there are ever any technical issues these are dealt with in a proactive way to further enhance robustness in confidentiality, integrity and availability of information, data and systems.
Detailed reporting is available to the HR Dept at Hill Dickinson and full audit trails of any specific piece of work undertaken. This has helped in the analysis of costs and resources across the firm.
Hill Dickinson has frozen recruitment of support staff for more than 18 months, changed office space in London which is now reconfigured to house more fee earners rather than support staff. This has impacted positively on the profitability of the business and work turnaround has improved significantly.
Document Direct were appointed in June 2012 to provide an outsourced transcription service. This has now improved the efficiency of our case file management, and also assisted our fast turnaround times so that we can better respond to our clients.
Document Direct worked with Hillyer McKeown to not only deliver an improved transcription service but also installed an upgraded and bespoke digital dictation system which can be used by both in-house secretaries and fee earners and integrates with Document Direct thereby enabling co-sourcing within the firm.
The detailed level of reporting means audit trails for work, analysis of secretarial and fee earner productivity and costs are transparent.
Document Direct’s Operations Dept have created a knowledge base about our firm which enables them to train up the outsourced team of secretaries to work directly inside our case management system. This has removed the need for us to constantly recruit and train secretaries and as a result we have a hold on recruitment and we no longer use temporary staff.
7 Harrington St Chambers
Fast, efficient, accurate. I highly recommend them.
James McKeown, Barrister
Brabners recognised a business case for improving efficiency in document production and appointed Document Direct in July 2012 to implement a program of change in procedure and services to fee earners.
Document Direct has worked closely with the IT Department to develop a bespoke system to access certain client information which streamlines the process of sending digital dictation and receiving transcribed documents with as little impact on the requirement of changing fee earner behaviour as possible.
The quality of the transcription is second to none and from the volume of work returned the error rate is less than 1% and turnaround times exceed the expectations of fee earners and those currently achieved in-house.
The speed of communication in working with Document Direct gives comfort that matters are being dealt with efficiently and proactively. The system of Document Direct provides full audit trails and we are able to identify and build on any improvements which can be made in our processes of outsourcing and co-sourcing digital dictation.
Brabners are progressively evolving their practices to further streamline the outsourcing of dictation and Document Direct have helped with this process by having regular meetings, sharing best practice and brainstorming ideas with the HR Dept as well as the IT Dept.
Clear benefits have been recognised by the firm in managing those peaks and troughs of workflow and reduced time managing internal resources and overtime..
“We have worked with Document Direct for almost a year and have seen significant improvements in our work flow. Outsourcing whilst our own secretaries are on holiday and maternity leave has helped us keep any disruption to our business operation to a minimum.”
“Having used Document Direct for over 12 months we have found their service invaluable in affording us more flexibility and capacity to cope with day to day business demands so enabling us to get the best out of our resources and deliver the quality and efficiency of service that out clients expect”.
At the moment there are just the two of us and as our client base has grown so have the demands upon us! Beforehand we did all our own typing which involved many lost man hours between us. We were so impressed by the presentation given by Document Direct and the free trial on offer we saw no reason not to give it a go!
All we can say is that we couldn’t have handled the client expansion that we have had without them. It is simply like having your own secretaries on hand 24/7 without the headaches of employing staff yourself – not to mention bigger premises to house them in. The girls are all so helpful, accurate and pleasant that we feel we have got to know them personally over the last few months.
The stricter our clients’ deadlines have got the more we have relied on them and I am delighted to say that they have never let us down. To put it simply “our deadlines become their deadlines” and we haven’t missed one yet! For any new or existing business out there that hasn’t ever tried digital dictation don’t be afraid to – we hadn’t and it is so easy to use its a pleasure doing business with them.
NYAS began using Document Direct in October 2013 and from the outset felt very supported in implementing the system.
We have continued to appreciate the ongoing ability to communicate directly with Document Direct and to have a lead Operations Director as our point of support within that company.
Having canvassed the views of our fee earners who use the service daily, I am pleased to quote some of the comments made about the service:
Fee earners’ comments:
“very good, professional, helpful”
“they are very fast and when you phone to say that you need something specific doing they will give it priority and attend to it immediately”
“Document Direct are quick and accurate so I have confidence in using them”
“I find Document Direct efficient and accurate. The benefit of their service is the fast processing of dictation and the ability to have confidence that an urgent document, such as a brief to Counsel, will be made available within an hour of dictation”
“Document Direct’s knowledge of our case management system ensures that dictated documents are saved to the specific case reference with email notification that it is ready to be viewed, which is an extremely efficient way of working and ensuring that only documents needed to be printed are printed”
“I would say that Document Direct are efficient, accurate and have a fast turnaround when requested. Their ability outside normal office hours is very valuable”
“as a result of fee earners dictating to Document Direct this frees time for secretaries to concentrate on other matters and ensures that the administrative functions within the department are carried out efficiently”