Pilgrim's progress as firm builds own PI system

Manchester firm James Chapman & Co has implemented a tailor-made case management system across its entire personal injury department following a successful pilot scheme.The firm's IT team worked in conjunction with software company Pilgrim to design a system that could meet the firm's needs and automate the claims-handling process for both fast-track and multi-track claims.Quality partner Tracy Smyth said: 'Being involved in the development of the system meant we could adopt our own practice management style.

We did not want a bespoke service that would not have satisfied everything we wanted to achieve.

'By having immediate access to important management information, we can now give instant responses to clients' case requests.

This is particularly useful when dealing with large insurance companies who are very sophisticated in terms of the data they require from us.' Lisa Povah, director of information systems at James Chapman, said: 'It has certainly improved communications within the firm through a non-exclusive use of diary systems that were only accessible to individuals previously.

We can also examine cases on a consistent basis in terms of assessing our own quality controls from start to finish of a case, which is certainly less time- consuming than looking at paper-based cases.' Andrew Towler