Modernizing Case Management for Client Transparency

Insurance panel firms in Australia face growing regulatory and contractual compliance obligations, alongside the need for robust cybersecurity and sustainable reporting standards. Legal professionals are meeting these challenges by prioritizing operational excellence — managing deadlines, tracking cases, ensuring consistent documentation, and monitoring tasks. Recognizing the importance of proactive transparency and robust file management, Gilchrist Connell sought to strengthen its operational processes to consistently meet evolving client expectations.

Gilchrist Connell's General Liability team maintained high operational standards while working with legacy systems that, despite their reliability, presented opportunities to enhance integration and automation. Manual processes for task and case tracking remained in place, and the firm identified modernization as a proactive step to improve transparency, efficiency, and visibility — reinforcing their dedication to client service and due diligence.

Partnering with Morae, Gilchrist Connell initiated a transformation project to modernize their case management approach, with a focus on transparency and proactive file management.

Morae and Gilchrist Connell's subject matter experts collaborated to map the core workflows of the Casualties practice, enhancing them with:

• Automated document creation
• SLA tracking for individual clients
• Key date and compliance milestone management
• Automated tasks and reminders
• Role-specific dashboards and task views

Using ShareDo's no-code workflow engine and intuitive interface, the solution was tailored to the firm's needs and integrated seamlessly with Gilchrist Connell's Practice Management System and Document Management System. Secure identity verification was implemented via the firm's preferred provider.

The project was delivered in under six months, with strong engagement from users and administrators throughout.

Gilchrist Connell now operates on a scalable, no-code automation platform that supports future innovation and expansion. The General Liability team has reported significant improvements in efficiency, transparency, and compliance tracking, reinforcing the firm's commitment to due diligence and client service.