Case Study: Gillespie Macandrew improves workflow, service delivery and client satisfaction with Linetime Liberate

Using technology to improve service delivery, workload management, and improve client satisfaction

The Scottish law firm Gillespie Macandrew faced a significant challenge in managing its high-volume plot sales unit. The team, responsible for over 1,100 transactions annually, was using inefficient processes and lacked a proper case management system. This led to workflow inconsistencies, backlogs during staff absences, and client service pressures. To support growth and improve its competitive position, the firm turned to vendor Linetime for a technological solution, ultimately implementing the Liberate software to address these issues.

Linetime implemented its Liberate case management system, which featured intuitive design tools that allowed the Gillespie Macandrew team to easily create custom forms and workflows without IT support. The implementation was completed in just three months, significantly faster than anticipated. The results included a major reduction in paper use, improved workload management and team morale, and a transition from reactive to proactive client service. The firm achieved a rapid return on investment by solidifying client relationships and mitigating the risks of earlier team knowledge loss, leading them to consider expanding their use of Linetime to other departments.

Gillespie Macandrews

Chris West

Chief Executive Officer