Managing class action communications for an Australian law firm
A major Australian law firm faced the complex task of managing communications with thousands of individuals involved in a class action lawsuit against a large corporation.
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Implementation ServicesA major Australian law firm faced the complex task of managing communications with thousands of individuals involved in a class action lawsuit against a large corporation.
The overwhelming volume of enquiries posed risks of delays, inconsistent messaging, and potential non-compliance with regulatory standards. The firm needed a specialised solution capable of handling sensitive legal queries with accuracy, empathy, and efficiency.
How we helped
Our role
Our Implementation Services team established a dedicated Member Assistance Team (MAT) to manage communications and enquiries related to the class action.
We:
- Set up and managed a dedicated FAQ call centre for class action members
- Answered thousands of enquiries with empathy and professionalism
- Ensured responses were accurate, secure, and compliant with legal and privacy requirements
- Kept information current and consistent across all channels
- Freed the legal team to focus on the core aspects of the case
This approach enabled the legal team to stay focused on litigation while we managed the high volume of inbound enquiries.
Outcomes acheived
Our rapid mobilisation delivered a significant reduction in administrative burden for the legal team and an improved experience for class action members.
Key achievements included:
- 13,000 forms processed
- 54,000 communications logged
- A margin of error of just 2.5%
The dedicated call centre provided class action members with timely, accurate, and empathetic support, ensuring clear and consistent communication throughout the process.
This was a high-profile class action operating under tight deadlines and intense public scrutiny.
The engagement demonstrated:
- Operational excellence and adaptability in a complex legal and regulatory context
- The importance of transparent communication to maintain compliance and trust
- The positive social impact of providing meaningful employment opportunities to emerging talent
