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Loughborough University

Clarity, Continuity and Collaboration

Loughborough University modernised its legal operations, replacing disconnected systems with a centralised, auditable case management solution tailored to higher education environments.

> Iken’s interface Screenshot for t cardiff city council case study about modernising legal management
> Iken’s interface Screenshot for t cardiff city council case study about modernising legal management
> Iken’s interface Screenshot for t cardiff city council case study about modernising legal management

Transforming Legal Operations with Centralised Case Management and Enhanced Visibility

Loughborough University, the UK’s largest single-site green campus and internationally recognised for academic and sporting excellence, faced significant operational challenges within its in-house legal function. With dispersed teams, inconsistent processes, and a lack of visibility into performance, the legal team found it difficult to manage workloads and demonstrate their value. Iken provided a centralised legal case management system that enabled the University to overcome these challenges—resulting in improved productivity, collaboration, and confidence in service delivery.

The Council aimed to streamline its legal operations to improve productivity and engagement among its legal staff. By adopting Iken Cloud, the Council has significantly reduced the time spent on administrative tasks, allowing fee earners more time to focus on their core responsibilities. The system’s comprehensive reporting suite has enabled the Business Support team to speed up the production of billing data and provide a richer set of management information on demand. 

With Iken Cloud, fee earners have greater autonomy and can manage their own cases more effectively. Iken’s user-friendly interface allows users to open cases, track progress and generate reports independently. This has fostered greater engagement, with fee earners feeling more in control and accountable for their workloads. As one fee earner remarked: 

The Council aimed to streamline its legal operations to improve productivity and engagement among its legal staff. By adopting Iken Cloud, the Council has significantly reduced the time spent on administrative tasks, allowing fee earners more time to focus on their core responsibilities. The system’s comprehensive reporting suite has enabled the Business Support team to speed up the production of billing data and provide a richer set of management information on demand. 

With Iken Cloud, fee earners have greater autonomy and can manage their own cases more effectively. Iken’s user-friendly interface allows users to open cases, track progress and generate reports independently. This has fostered greater engagement, with fee earners feeling more in control and accountable for their workloads. As one fee earner remarked: 

Greater Visibility and Demonstrated Value

Iken’s reporting capabilities allowed the legal team to present clear, detailed insights into service delivery and workload. This helped senior leadership understand the impact and scope of the legal team’s contribution.

Resilient, Joined-up Working Practices

Structured workflows and document templates brought consistency to the team’s daily work. These improvements ensured seamless handovers and supported business continuity through staff changes and absences.

Centralised Case Management Across Departments

A unified system enabled collaborative case management across the legal and research teams, improving access to information and streamlining the handling of contracts, agreements, and IP matters.

Enhanced Customer Experience and Service Quality

With immediate access to case history and correspondence, team members could respond to queries faster and more accurately, improving the quality and consistency of support provided to University stakeholders.

Streamlined File and Document Management

Preview tools, bulk importing, and integrated templates helped the team become more paper-light and reduced time spent on routine administrative tasks.

Bringing Structure to Complex and Dispersed Working Models

Loughborough’s legal and contracts teams operated across a wide campus, with differing systems and working practices. Iken introduced a centralised system that created consistency and cohesion, enabling dispersed teams to work in unison. The ability to manage access permissions across different user groups made it possible to tailor the system to each team’s role while keeping core processes aligned.

The Council aimed to streamline its legal operations to improve productivity and engagement among its legal staff. By adopting Iken Cloud, the Council has significantly reduced the time spent on administrative tasks, allowing fee earners more time to focus on their core responsibilities. The system’s comprehensive reporting suite has enabled the Business Support team to speed up the production of billing data and provide a richer set of management information on demand. 

With Iken Cloud, fee earners have greater autonomy and can manage their own cases more effectively. Iken’s user-friendly interface allows users to open cases, track progress and generate reports independently. This has fostered greater engagement, with fee earners feeling more in control and accountable for their workloads. As one fee earner remarked: 

The Council aimed to streamline its legal operations to improve productivity and engagement among its legal staff. By adopting Iken Cloud, the Council has significantly reduced the time spent on administrative tasks, allowing fee earners more time to focus on their core responsibilities. The system’s comprehensive reporting suite has enabled the Business Support team to speed up the production of billing data and provide a richer set of management information on demand. 

With Iken Cloud, fee earners have greater autonomy and can manage their own cases more effectively. Iken’s user-friendly interface allows users to open cases, track progress and generate reports independently. This has fostered greater engagement, with fee earners feeling more in control and accountable for their workloads. As one fee earner remarked: 

"Iken is perfectly designed for complex team structures and working practices – making it well suited to a University environment.”

Sam McGinty

Head of Legal Services, Loughborough University

Strengthening Business Continuity and Day-to-Day Productivity

Frequent staff turnover and temporary cover had previously caused challenges in maintaining continuity. Iken’s structured workflows and searchable case history meant new or temporary staff could quickly get up to speed, and cases could be seamlessly handed over when needed. A clear and consistent system eliminated the need for manual tracking and helped avoid duplicated work. This structure also supported onboarding, reduced administrative burden, and improved day-to-day productivity across the legal team.

Improving Reporting and Demonstrating Strategic Value

Before Iken, the team lacked meaningful data to show performance or highlight the value of their work. Iken's reporting tools changed this—enabling real-time visibility into caseloads, types of legal work, and outcomes. Senior leaders could now access data-driven insights, while the legal team had the tools to reflect on their performance, allocate resources effectively, and plan for the future.

“Meaningful and detailed reporting improved the visibility and planning of work, enabling the Senior University Management team to easily see the value added by the team.”

Sam McGinty

Head of Legal Services, Loughborough University

In conclusion

Loughborough University’s legal team successfully transformed their service delivery with Iken’s legal case management software.

From better business continuity and customer experience to a more cohesive and collaborative way of working, the team now operates with greater confidence and clarity. With meaningful data, structured processes, and outstanding support, Iken has enabled the legal services team to deliver more value to the wider University.

Cardiff City Council’s successful migration to Iken Cloud demonstrates how adopting the right legal software application can lead to significant improvements in service delivery, team collaboration and productivity.

By maintaining stakeholder engagement throughout the project, coupled with a robust support service available to end users from day one, Iken has enabled the Council to modernise its legal processes, integrate with other technologies and prepare the team for future challenges. The Council’s journey also illustrates the value of choosing a supplier that prioritises the needs of its clients and is always seeking opportunities to collaborate and share ideas.

Cardiff City Council’s successful migration to Iken Cloud demonstrates how adopting the right legal software application can lead to significant improvements in service delivery, team collaboration and productivity.

By maintaining stakeholder engagement throughout the project, coupled with a robust support service available to end users from day one, Iken has enabled the Council to modernise its legal processes, integrate with other technologies and prepare the team for future challenges. The Council’s journey also illustrates the value of choosing a supplier that prioritises the needs of its clients and is always seeking opportunities to collaborate and share ideas.

Driving Productivity and Accountability

Enhanced Productivity and Engagement

The Council aimed to streamline its legal operations to improve productivity and engagement among its legal staff. By adopting Iken Cloud, the Council has significantly reduced the time spent on administrative tasks, allowing fee earners more time to focus on their core responsibilities. The system’s comprehensive reporting suite has enabled the Business Support team to speed up the production of billing data and provide a richer set of management information on demand. 

With Iken Cloud, fee earners have greater autonomy and can manage their own cases more effectively. Iken’s user-friendly interface allows users to open cases, track progress and generate reports independently. This has fostered greater engagement, with fee earners feeling more in control and accountable for their workloads. As one fee earner remarked: 


The Council aimed to streamline its legal operations to improve productivity and engagement among its legal staff. By adopting Iken Cloud, the Council has significantly reduced the time spent on administrative tasks, allowing fee earners more time to focus on their core responsibilities. The system’s comprehensive reporting suite has enabled the Business Support team to speed up the production of billing data and provide a richer set of management information on demand. 

With Iken Cloud, fee earners have greater autonomy and can manage their own cases more effectively. Iken’s user-friendly interface allows users to open cases, track progress and generate reports independently. This has fostered greater engagement, with fee earners feeling more in control and accountable for their workloads. As one fee earner remarked: 

"Iken Cloud has made managing cases straightforward and efficient, allowing me to focus on client service.”

"Iken Cloud has made managing cases straightforward and efficient, allowing me to focus on client service.”

Kate Moran

Cardiff County Council

Matter management feature screenshot within Iken's Legal Case Management Software
Matter management feature screenshot within Iken's Legal Case Management Software

Navigating Change with Confidence

Customised Migration & Comprehensive Support

Transitioning to a new case management system after years of using their previous system was a significant change for the legal team. However, with Iken Cloud’s structured and phased approach to implementation, the Council experienced a smooth transition. The Iken team worked closely with the Council’s project stakeholders to develop a customised migration plan, to ensure that the system was set up to meet the Council’s system requirements.

Comprehensive onboarding and training ensured that users were comfortable and confident with the new system from the outset. Regular support and updates from Iken staff played a crucial role in establishing high levels of user satisfaction and adoption. Fee earners were involved in the testing and feedback process, tailoring the system to meet their specific needs, which contributed to a successful transition.

Iken’s commitment to providing exceptional customer service and customised solutions ensured that the Council could embrace change without disrupting its day-to-day legal operations.

Document management and bundledocs feature screenshot within Iken's Legal Case Management Software
Document management and bundledocs feature screenshot within Iken's Legal Case Management Software

"Your team has been amazing and we can’t thank you all enough. The Iken support team is always happy to answer all of our questions, no matter how silly they may seem … This was a complex migration project from the outset, with a huge amount of data to be transferred. The team at Iken has been so supportive and responsive throughout”

"Your team has been amazing and we can’t thank you all enough. The Iken support team is always happy to answer all of our questions, no matter how silly they may seem … This was a complex migration project from the outset, with a huge amount of data to be transferred. The team at Iken has been so supportive and responsive throughout”

Kate Moran

Cardiff County Council

In conclusion

Cardiff County Council’s successful migration to Iken Cloud demonstrates how adopting the right legal software application can lead to significant improvements in service delivery, team collaboration and productivity.

By maintaining stakeholder engagement throughout the project, coupled with a robust support service available to end users from day one, Iken has enabled the Council to modernise its legal processes, integrate with other technologies and prepare the team for future challenges. The Council’s journey also illustrates the value of choosing a supplier that prioritises the needs of its clients and is always seeking opportunities to collaborate and share ideas.


Cardiff City Council’s successful migration to Iken Cloud demonstrates how adopting the right legal software application can lead to significant improvements in service delivery, team collaboration and productivity.

By maintaining stakeholder engagement throughout the project, coupled with a robust support service available to end users from day one, Iken has enabled the Council to modernise its legal processes, integrate with other technologies and prepare the team for future challenges. The Council’s journey also illustrates the value of choosing a supplier that prioritises the needs of its clients and is always seeking opportunities to collaborate and share ideas.

"We loved suggesting development ideas and then seeing this work in automatic releases. Iken Cloud’s updates are easy to understand and are manageable for all users”

"We loved suggesting development ideas and then seeing this work in automatic releases. Iken Cloud’s updates are easy to understand and are manageable for all users”

Lisa Evans

Cardiff County Council

© 2025 Iken Buisness Ltd. First Floor, PS21, 21 Prince Street, Bristol, BS1 4PH, UK
Registered in England & Wales | Company Registration Number:- 2776536 | VAT Registration Number: GB 609526041

© 2025 Iken Buisness Ltd. First Floor, PS21, 21 Prince Street, Bristol, BS1 4PH, UK
Registered in England & Wales | Company Registration Number:- 2776536 | VAT Registration Number: GB 609526041

© 2025 Iken Buisness Ltd. First Floor, PS21, 21 Prince Street, Bristol, BS1 4PH, UK
Registered in England & Wales | Company Registration Number:- 2776536 | VAT Registration Number: GB 609526041