Case Study: The Law Society of Singapore achieves 85% better customer experience and streamlined case management with Newgen Software

CLAS Singapore - Customer Case Study

The Law Society of Singapore (LSS), established in 1967 to provide legal aid and support access to justice, faced a heavily manual, people-centric CLAS application process with multiple data re‑starts, no centralized master data, limited status tracking, numerous approvals and long turnaround times. These inefficiencies drove high operational costs, poor visibility across departments and frequent delays in matching applicants with volunteer lawyers.

Newgen implemented a low‑code Legal Case Management solution to digitize and automate end‑to‑end workflows, integrate CRM, email and portals, enable straight‑through processing, automated reminders and a skills‑based bidding system for lawyer allocation. Post‑implementation LSS achieved an 85% improvement in customer experience, around 80% gains in service quality, first‑time‑right and regulatory auditability, faster turnaround, 70% better employee tracking and full process visibility.

The Law Society of Singapore

Gopinath Pillai

Director