Winn Solicitors

Focus Group’s expertise in automated workflows brings big wins to Winn Solicitors' customer-facing and internal services.

About Winn Solicitors

Winn Solicitors is a specialist business handling personal injury claims and post-accident support services for individuals following non-fault road traffic incidents. As one of the UK’s leading claims management companies, Winn Solicitors has won numerous awards over the years for their dedicated standard of care for their customers.

The challenge

In the midst of a major transformation, Winn Solicitors relied heavily on phone-based interactions supported by email and SMS. While the commitment to customer care was clear, the experience had become inconsistent due to a surge in call volumes and the limitations of existing systems. With service quality varying across teams and sites, response times took a hit, and customers often faced long waits followed by the frustration of repeating information.

With technology stacks fragmenting over time, CRM, telephony, and QA processes operated in isolation; teams were duplicating tasks and struggling to maintain visibility across the customer journey. Ultimately, these tasks were taking up valuable time. On top of that, performance monitoring lacked consistency, and the business could not support growth without expanding the number of agents.

And so, the goals were clear. Improve compliance and elevate customer satisfaction. Winn Solicitors needed a solution that could introduce modern capabilities while integrating seamlessly with existing systems. That’s where we stepped in.

The solution

The Focus Group team deployed a fully integrated suite of AI-powered conversational intelligence tools designed to enhance every customer interaction, including:

Call transcription with automated summaries and tagging to remove time-consuming manual tasks
Sentiment analysis and automated QA scoring, providing real-time visibility into service quality
Reinforce compliance requirements by checking 100% of calls

These tools were embedded directly into daily workflows for Winn Solicitors’ agents, QA teams, compliance leads, and operations managers.

Thanks to the platform’s intuitive design, team members felt confident within days, and only short workshops were needed to get teams up to speed. On top of that, the solution required no system replacement, delivered full omnichannel coverage, and was live within three weeks with minimal disruption!

For us, integration is a crucial factor in the decision-making process. The solution needed to deliver exactly what Winn Solicitors required. With CRM, telephony, and QA processes finally connected, the business gained long-awaited consistency and visibility. Winn Solicitors’ Head of Operations, QA Lead, Compliance Manager, and IT team worked closely with our onboarding experts to ensure a smooth rollout and a strong foundation for long-term improvement.

The results

Every call is now scored consistently and objectively, boosting fairness and team confidence. Agents spend less time on admin and more time helping customers, leading to fewer escalations, clearer responses, and improved interaction quality.

Unexpected wins followed: marketing now uses conversation insights to refine messaging and strengthen commercial performance. With full visibility across all interactions, Winn Solicitors can act quickly to improve service and compliance.

58% increase in customer satisfaction
12% reduction in average handling time
200+ hours saved monthly through automated workflows, allowing more coaching time

“Thanks to Focus Group, we can now spot problems and coach in real time - it’s completely changed how we lead!"

QA Manager

Winn Solicitors

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Winn Solicitors

About Winn Solicitors

The challenge

The solution

The results

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