58% increase in customer satisfaction - and 200+ hours saved - every month at Winn Solicitors

Fragmented systems, inconsistent quality, and a compliance team relying on manual sampling. Focus CX gave Winn Solicitors visibility across every conversation and the results were immediate.

Growing fast. Falling behind. With no way to see where.

Winn Solicitors handles personal injury claims and post-accident support for individuals following non-fault road traffic incidents. For the people they work with, these are among the most stressful moments of their lives. Getting the customer experience right isn't just good practice - it's a professional and regulatory obligation.

In the midst of a major growth phase, Winn Solicitors' contact operations were beginning to show the strain. Call volumes were surging. But the tools and processes that were fine at smaller scale couldn't keep up. The result was a service that varied — not because the team didn't care, but because no one had a clear view of what was happening across the business.

CRM, telephony, and QA processes operated in complete isolation. Teams were duplicating work, customers were repeating themselves, and the compliance function was working from a small manual sample of calls - with no visibility of the rest.

Performance monitoring lacked consistency across teams and sites. Response times had taken a hit. Agents were spending valuable time on admin tasks that contributed nothing to the quality of the call they were on. And with growth continuing, Winn Solicitors faced a hard choice: add more agents, or find a fundamentally better way to operate.

The goals were clear: improve compliance coverage, elevate customer satisfaction, and give operations, QA, and compliance teams the visibility they needed - without a costly system overhaul.

You can't improve what you can't see

The challenge wasn't a lack of effort or expertise - Winn Solicitors had built a reputation over many years for their standard of care. The challenge was structural. Without a connected view of what was happening in every customer conversation, every improvement was reactive. Problems were identified after the fact. Coaching was inconsistent. And compliance could only ever be partial.

What the business needed wasn't more agents or a new CRM. It needed a layer of intelligence that could sit across its existing systems, turn every conversation into a structured data point, and give every team - from front-line agents to the compliance manager - the visibility to act in real time.

Every conversation, connected. Every call, scored. Every team, informed.

Focus Group deployed a fully integrated suite of FocusCX conversational intelligence tools - embedded directly into the daily workflows of Winn Solicitors' agents, QA team, compliance leads, and operations managers. Not as a bolt-on, but as the connective tissue between systems that had previously operated in isolation.

Automated transcription and tagging
Every call transcribed, summarised, and tagged automatically - removing the manual work that was consuming agent and QA time

Sentiment analysis
Real-time visibility into how customers are feeling during and across interactions - surfacing risk before it escalates

Automated QA scoring
Every call scored consistently and objectively - replacing variable manual review with a fair, evidence-based standard across every team

100% compliance coverage
Every single call reviewed against compliance requirements - not a sample, not a spot-check. Every conversation, every time

The deployment was a close collaboration between Focus Group's onboarding team and Winn Solicitors' Head of Operations, QA Lead, Compliance Manager, and IT team - ensuring the rollout was tailored to specific workflows and regulatory requirements from the start.

Fairer coaching, fewer escalations, and a compliance team that can finally breathe

The impact was immediate - and it ran deeper than the headline numbers. Every call now scored consistently and objectively, removing the variability that had made coaching conversations difficult and feedback feel unfair. Agents spent less time on admin and more time on the customer in front of them. Fewer escalations followed. Clearer responses. Higher satisfaction across the board.

With full visibility now embedded across operations, QA, compliance, and marketing, Winn Solicitors has moved from reactive service management to a genuinely proactive model. The conversation data that was previously invisible now informs coaching decisions, compliance strategy, and commercial messaging in real time. The 200 hours saved monthly aren't just an efficiency gain - they're being reinvested in the coaching conversations that drive further improvement.

With full visibility now embedded across operations, QA, compliance, and marketing, Winn Solicitors has moved from reactive service management to a genuinely proactive model. The conversation data that was previously invisible now informs coaching decisions, compliance strategy, and commercial messaging in real time. The 200 hours saved monthly aren't just an efficiency gain — they're being reinvested in the coaching conversations that drive further improvement.

"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