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Service that helps you do things, not just fix them
- Case Study
- Bankruptcy
With roughly 2000 cases, Kyle Carlson’s trusteeship qualifies as a small to medium-sized. He entrusts the management of those cases to Epiq Trustee Services and its Case Power case management software. “Within every case,” Carlson states, “creditors file claims and we enter them into Case Power, which tracks the money we receive from debtors and then pay out to creditors. Every bit of it’s in there and every part of the software is critical. There’s nothing in there that’s fluff.”
While the software itself is important, Carlson believes the support behind it makes all the difference. “It’s the relationship more than anything,” he insists. “That’s what I value most. We’re working with really good people. They’re not just out there getting paychecks. They’re personable and they’re good at what they do.”
Carlson realizes that problems will always arise, and he rates vendors on how they deal with them. “What makes it easy is they answer their phones,”
he says. “Not everybody does. Usually when I call, I’m not calling to visit. There’s an issue and they’re very good at getting back to you.”
He rates the Epiq Trustee team’s issue resolution as highly as their responsiveness. “They’ve been around long enough that you don’t have to explain things to them. They know how to fix things.”
“Creditors file claims and we enter them into Case Power, which tracks the money we receive from debtors and then pay out to creditors. Every bit of it’s in there and every part of the software is critical. There’s nothing in there that’s fluff.”
Assistance where it’s needed
The trusteeship relies on the Epiq team not just for issue fixes, but to get the maximum value from the Case Power investment. “They not only help us fix things,” Carlson says. “They help us do things.” Should his team need help in fulfilling a function or utilizing a feature, Epiq is available to help.
For instance, at audit time, Epiq is aware of the tasks that need completion and the documents that need to be prepared. They have protocols in place to help ensure Carlson and his team have what they need. “All our year-end reporting is basically created off the system,” he explains. “Auditors can go in any case and review it. Epiq is available is something pops up or if we need a report we don’t know how to pull. They’re so familiar with our audit process, they feel like an extension of our own team..”
An array of services to make like easier
The trusteeship’s bank also works with Epiq, allowing 90% of their funds to arrive electronically. “We used to get checks in the office. We could get hundreds of checks a day and it took an hour or two to get through them and get them deposited and entered into the system.”
The bank’s electronic payment system now integrates with Case Power to automate payment processing for each individual case. “This adds a lot of accountability, rigor and discipline into the system,” Carlson notes. “The more checks you get out of your hands the better.”
Looking forward, Carlson sees Epiq regularly trying new things “to make our jobs easier.” He’s eyeing Epiq’s check printing services. “We have a major print run monthly and also print smaller batches throughout the month. We stuff the checks here, so it does take several hours. It’s services like that that remind me that when you work with Epiq, it’s not just your one account person, but there’s a whole team behind you and ready to help.”