31st January 2018 | Company

Using a KPI dashboard to improve case management

We’ve recently developed a new portal, creating a KPI dashboard, a powerful tool to effectively manage process flow within our office. Our old systems worked well, so why did we fix something that wasn’t broken and what tips do we have for those considering implementing their own?

What is a KPI?

A Key Performance Indicator (KPI) is a quantifiable measure used to check the performance of a company versus a business goal. There are two main types of KPIs; strategic and operational. A strategic KPI measures the health of an organisation, tracking its performance towards a future goal. An operational KPI focuses on the core activities of the business. Operational KPIs were the focus of our dashboard.

What is a KPI dashboard?

A KPI dashboard is simply a visual display of a set of KPIs, updated in real time and consolidated on a single screen. This means information can be clearly communicated and monitored at a glance. Our dashboard also offers a ‘drill down’ functionality, allowing us to access a more granular view of the data represented in a KPI data tile. I.e. once the ‘today’s appointment’ tile is clicked, a consolidated list of relevant records appear.

Why did we implement our own dashboard?

All case management systems are different, but one common theme is cases getting lost amongst others over time. We have designed and developed our dashboard to ‘sit on top’ of our case management system, accumulating everything that needs our attention in real time. Our dashboard highlights the status of key office processes and highlights process flow to ensure we combat potential bottleneck issues with responsive actions. A couple of areas we’ve concentrated on is work in progress, pending requests and our quality control pipeline. Our new KPI dashboard makes it impossible to miss anything.

Solicitor Assist invested in its own tailored KPI dashboard to:
  • Highlight the most appropriate data
  • Enable the team to make quick and informed decisions
  • Provide a transparent framework for everyone to work towards the same goals
  • Operate a leaner operation
  • Further increase turnaround times and conversion rates
  • Effectively manage WIP
  • Create an early warning system for potential risks
  • Increase visibility of pipeline
  • Enable effective resource planning
3 top tips for those thinking of implementing their own dashboard:
  • KISS (Keep it simple stupid)The idea of a dashboard is to ensure that the status of your operation is digestible at a glance. These days, we have so much data available, it’s easy to display too much information.
  • Avoid vanity metricsThese are numbers or stats that look good on paper but don’t really mean anything important – try to use actionable metrics.
  • Make sure each KPI has an ownerIt’s great for a team to work towards a KPI but try to ensure someone is responsible for it.


A huge thanks to our friends at Limely for helping us every step of the way.