Kianna was hundreds of pages into an 800-page set of medical records when Adobe failed to save her work. It happened more than once on that file. Every glitch sent her back to the first page, and every restart pushed another demand letter to the next day.
Kianna is the demand writer at Roxell Richards Injury Law Firm in Houston. Since switching to CaseGuard AI for document redaction, she spends half as much time redacting medical records and is able to send out more settlement demands in a single week than she ever has before.
AT A GLANCE
- Before CaseGuard: 2 to 3 hours of redaction time per case file in Adobe, with handwritten records done by hand.
- After CaseGuard: Redaction time cut by at least 50% with AI, with the biggest gains on large file sets.
- What made the difference: CaseGuard’s OCR, AI detection, Find & Redact, and Template Redaction features and the ability to auto save every 5 minutes.
- Business result: Kianna was able to fulfill more demands in a single week than ever before.
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ABOUT ROXELL RICHARDS INJURY LAW FIRM
Industry: Legal, personal injury law
Location: Houston, Texas
Company size: 11 to 50 employees
About the company: About the company: Roxell Richards Injury Law Firm is led by its founder and managing partner, attorney Roxell Richards. The firm has represented injured people since 2005 and says it has handled more than 20,000 personal injury cases. Its attorneys take on car and truck accidents, slip and falls, premises liability, medical malpractice and wrongful death claims in Texas, California and beyond.
Most of those cases never reach a courtroom. Bureau of Justice Statistics data puts the share of personal injury cases that go to trial at roughly 4%. The rest settle.That makes the demand package, the bundle of evidence a firm sends an insurer to open negotiations, one of the most important documents in any case. At Roxell Richards, Kianna builds every one of them.
THE CHALLENGE
A demand package pulls together everything that proves a client’s claim. Kianna gathers police reports, medical records, lost wage information and out-of-pocket expenses. The medical records are usually the largest piece, and they almost always need redaction before they leave the firm.
“We want to make sure that we are not sending over personal information or things that are not related to the accident or the incident that the client was involved in,” she said.
For years she did that work in Adobe, and it caused three recurring problems:
- Handwritten records stayed manual. A large share of the firm’s medical records are handwritten. Adobe often couldn’t recognize that text, so its automatic redaction missed it and Kianna went through those pages one at a time.
- Work didn’t save properly. Glitches and failed saves wiped out redactions she had already finished. On the 800-page file, she started over multiple times.
- Small mistakes meant starting fresh. If a redaction box covered too much, she had to delete it entirely and redraw it.
All of that added up to 2 to 3 hours of redaction per case file, depending on its size.
Fewer demands, slower settlements, more exposure
Every restart cost more than just an afternoon. “That in turn took away from me being able to complete my task for the day, as well as complete more demands,” Kianna said.
For a personal injury firm, a demand stuck on someone’s desk is a negotiation that hasn’t started. Clients wait longer for their settlements, and the firm moves fewer cases than its team could handle.
Accuracy matters too as medical records that go out unredacted can hand an insurance adjuster years of private health history that has nothing to do with the accident. Kianna’s job is to send exactly what supports the claim and nothing more.
THE SOLUTION
Why CaseGuard AI won the redaction software trial
The firm tested several redaction tools before choosing one. Kianna picked CaseGuard because of three features that work as a set
OCR (optical character recognition)
Converts scanned and handwritten records into machine-readable text.
Find & Redact
Searches that text for the words and personal details she needs removed, then redacts every match across the file.
Template Redaction
Saves the redaction layout from one document so she can apply it to other documents with the same format, like standard intake forms.
“What I love about the OCR feature is that it turns the handwritten documents into machine-readable files,” Kiana said. “Which then allows me to use the Find and Redact tool, as well as automatically redact any PII.”
Built into every demand package by the managing attorney
CaseGuard was brought into Kianna’s department by the firm’s managing attorney, and now it sits at the center of how she prepares records.
Two smaller features turned out to matter almost as much as the big three. CaseGuard autosaves every 5 minutes without her doing anything. Redaction boxes can also be resized after they’re drawn, so a box that covers too much gets shrunk instead of deleted.
From page-by-page review to automated document redaction across hundreds of pages
Kianna no longer hunts for sensitive details one page at a time. CaseGuard finds them across the entire file, whether the pages are typed or handwritten, and her job has shifted from doing the redaction to checking it. A file that used to eat an afternoon and sometimes a second attempt now goes through in a single pass, with nothing lost along the way.
01
Run OCR
Turn scanned and handwritten medical records into machine-readable text.
02
Find & Redact
Run AI search or search for client PII, then redact every match in the file in one click.
03
Apply Templates
Reuse saved redaction layouts on forms that share the same format like intake forms.
04
Review and Export
Resize any box that covers too much, then export for the demand package.
THE RESULTS
Redaction now takes half the time, and finished work no longer disappears in a glitch.
50% Faster Document Redaction
Cut redaction time per case file by at least half, down from 2 to 3 hours in Adobe.
Handwritten Records Now Searchable
OCR turns handwritten medical records into text that Find & Redact can scan automatically.
No More Restarts
Autosave every 5 minutes protects progress through glitches and sudden shutdowns.
More Demands Out Every Week
Kiana now sends more demand letters in a single week than she ever has.
“Because of CaseGuard, I have now been able to work on and push out more demands in a single week than I had ever been able to before,” Kianna said
No more starting over on 800-page files
The change Kianna feels most is not having to repeat her work. In Adobe, she would be hundreds of pages into a file when a glitch forced a restart. “Do you know how frustrating that is?” she said. CaseGuard now saves her documents every five minutes on its own, which she calls “one of the most life-saving features,” especially on days she has to shut her computer down without warning. For the firm, faster demands mean clients’ cases reach negotiation sooner, and records leave the office showing only what supports the claim.
Workflow step
With Adobe
Redacted by hand, page by page, because the text wasn't recognized
With CaseGuard AI
Auto OCR converts to machine readable text, then searched and redacted automatically
With Adobe
Failed saves and glitches forced restarts on files hundreds of pages long
With CaseGuard AI
Autosave every 5 minutes keeps progress safe
With Adobe
Delete the redaction and start that section over
With CaseGuard AI
Resize the box smaller or bigger in preview mode
With CaseGuard AI
At least 50% less, with the biggest savings on large files
With Adobe
Restarts pushed demands to the next day
With CaseGuard AI
More demands out in a single week than ever before
Why Kianna would recommend CaseGuard AI to any law firm
"I would 100% recommend CaseGuard to other law firms. Honestly, this is probably one of the best things that our managing attorney has implemented in my department, at least. So I love it."
Kianna McKinney
Demand Writer
SEE IT IN ACTION
Still redacting legal documents page by page?
If your demand writers or paralegals lose hours to handwritten records, failed saves and redaction do-overs, Kianna’s experience is worth a closer look. CaseGuard AI handles medical records redaction with OCR, Find & Redact, templates and autosave in one tool. Our AI automatically detects 33 categories of PII, PHI, and PCI such as names, dates, emails, medical information, credit card information, and more. Book a demo with our team, and we’ll walk through it using the kinds of records your firm handles every day.
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