CMS UK accelerates digital transformation with Enate

About Enate

‍Enate is the all-in-one platform for running smooth operations. Using process orchestration and AI capabilities, Enate lets you run end-to-end workflows under one roof. By taking advantage of Enate’s solution, businesses can orchestrate every step of their workflow, automate with AI, and leave manual work in the past.

About CMS

‍With more than 80 offices in over 40 countries, CMS offers legal advice across all industry sectors and commercial areas of law, combining deep local market understanding with a global perspective.

The challenge

‍CMS UK is a large business with over 3,000 employees. With any organization of this scale, it can be difficult to ensure the right work gets to the right employee on time. CMS UK approached Enate while looking for a single platform that would enable them to view and consolidate all work and service requests coming into their finance operations function from various departments and locations.

CMS UK wanted a better way to log work activity across the finance operations function. Before Enate, CMS UK had to manually log every piece of work performed, which was time-consuming and laborious. They sought a more sophisticated work management system that could log and track work, generate meaningful metrics, identify operational gaps, and give them better visibility into their operations.

How CMS UK solved finance operations challenges using Enate

CMS UK implemented Enate’s workflow orchestration solution across four principal finance operational service lines. By using Enate’s work management platform across these service lines, CMS UK was able to categorize, consolidate, and speed up the flow of work and its assignment to team members.

Built-in automation features such as email triage, workflow management, and chase cycle functionality have enabled CMS UK to run their operations more smoothly and work more proactively.

A Finance Operations Manager at CMS UK commented on the implementation of Enate:

“The enhancement in our work management has been significant. Our team’s ability to be proactive has improved, and we’re staying ahead of tasks with ease. The increased visibility into our operations has been a game-changer.”

In terms of reporting, CMS UK has been particularly impressed with Enate’s seamless interface to Power BI data, which automatically tracks all work and enables them to report key operational metrics such as how many tickets have been resolved, SLA compliance, and work completion times.

“I can now see real-time metrics on a daily, weekly, and monthly basis. My staff are happy too as they have clearer visibility of tasks and processes.” “Previously, work items had to be individually triaged and processed, which was a complex and error-prone task. Now, with the implementation of Enate, tasks can be consolidated into a single work item. This not only minimizes the risk of classification errors but also alleviates the workload on our teams. As a result, the queues are more manageable, and the workflow is significantly more efficient. This change has greatly improved our overall productivity.”

— Finance Operations Manager at CMS UK.

Email Triage AI - streamlining email management and reducing mistakes

One of the most significant improvements has been in the area of email triage. Handling a high volume of emails can be a time-consuming task, requiring meticulous reading and categorization of each incoming email, which is prone to human error. However, Enate’s AI-enabled email triage feature has greatly streamlined CMS UK’s email management process. This feature has not only reduced the time spent on each transaction but also minimized the possibility of errors.

“Previously, work items had to be individually triaged and processed, which was a complex and error-prone task. Now, with the implementation of Enate, tasks can be consolidated into a single work item. This not only minimizes the risk of classification errors but also alleviates the workload on our teams. As a result, the queues are more manageable, and the workflow is significantly more efficient. This change has greatly improved our overall productivity.”

— Finance Operations Manager at CMS UK.

Implementing Enate

CMS UK was up and running with Enate within weeks (the industry average is a year) and had the following to say about the implementation process.

A CMS UK spokesperson commented,

‍“The process was carried out effectively. The team from Enate was very supportive. They were consistently proactive in offering assistance, and their efforts were greatly appreciated. They were readily available to address any issues, and the transition during both go-live days was managed as efficiently as possible.”

The results

At the time of writing, CMS UK has 120 active Enate users across 4 functional teams. Post-implementation, CMS UK has successfully accelerated Matter Administration and cut down the resources required for email management by an impressive 70%. This has resulted in a timesaving of approximately 30 seconds per email, a significant reduction considering the volume of emails they handle daily. On average, CMS process 19,000 emails per month, saving 160 hours per month. Furthermore, the tracking and reporting ability within the Enate platform have greatly enhanced CMS UK’s reporting efficiency.

Commenting on the initiative, a Finance Operations Manager at CMS UK said,

“Enate works exceptionally well in the service lines we manage. In the case of matter administration, we’re now able to easily consolidate and categorize work, report on key metrics and minimize errors. The visibility has enabled us to be so much more proactive as a team. We’ve been able to implement precise chase cycle functionality and speed up our processes.”

Chris Pearce, Vice President of Customer Success at Enate, said,

“The team at CMS UK has been fantastic to work with. Their enthusiasm and vision for how Enate can help them run their operation more efficiently is a major component in the overall project success. This implementation has also provided a key point of reference for the areas of the business who have followed suit, plus the internal Enate capability being built within CMS UK is fantastic to see!”

Next Steps: Scaling transformation with cloud adoption and AI

CMS UK is moving to the cloud with Enate. This shift will allow CMS UK to benefit from the latest technology features, such as intelligent search, EnateAI efficiency, and other intelligent functionalities, which are only available in a SaaS environment. The cloud adoption will also facilitate the expansion of Enate usage to other Finance operational support teams and potentially to other operational functions, providing seamless access to new features and reducing the need for on-premises infrastructure and technical management.

Commenting, a Senior Finance Operations Manager said,

“As CMS UK continues to embrace cloud technology, we anticipate significant improvements to our service efficiency and financial management. Advanced automation functions will streamline our day-to-day workloads, enabling our legal professionals to focus more on the exceptional service they provide our clients.”

Unlocking more value with EnateAI:

CMS UK is also looking forward to exploring Enate’s suite of AI capabilities, including:

• Sentiment analysis: Tracking the mood of customers in real-time
• Email classification: Instantly categorizing thousands of emails
• Data extraction: Extracting data from forms, PDFs, and emails
• Intelligent document processing: Scanning and extracting data from documents
• Analyst: Analyzing data in complex workflows

These AI capabilities will unlock efficiency gains, help CMS UK glean deeper insights into their services, and ultimately improve both the customer and employee experience.

Top results

• 70% resource saving in email management
• 160 hours saved per month in email environments
• 30 seconds saved per email processed
• Real-time reporting on key operational metrics