Interview with Karen Lomas on Underwood & Co’s Transition to Diktamen Cloud Digital Dictation

Karen Lomas, IT and Secretarial Lead and Solicitor at Underwood & Co, discusses how the firm transitioned from its legacy dictation system to Diktamen Cloud Digital Dictation. She shares how the move simplified workflows, delivered cost savings, and improved efficiency across the firm, with strong support from both Diktamen and Quiss.

Can you tell us a bit about your role at Underwood & Co?

Karen Lomas: “I wear a few hats here — I oversee IT and secretarial operations while also working as a solicitor. My focus is on ensuring our technology supports the firm effectively and identifying opportunities to make processes smoother and more efficient. That includes evaluating our systems, coordinating improvements, and ensuring any changes genuinely make life easier for everyone in the firm.”

What prompted Underwood & Co to explore Diktamen?

Karen Lomas: “We first heard about Diktamen through Matt at Quiss, who recommended it to us. At the time, we had just renewed with our previous provider, so we couldn’t move immediately. But when renewal time came around again, we decided to trial Diktamen properly. The extended trial period was particularly useful because it allowed us to fine-tune the system, ensure it worked seamlessly for our users, and address any specific needs before going live. In the end, switching to Diktamen not only gave us a more reliable and flexible solution but also delivered a significant cost saving on our licences — which made the decision even easier.”

What was your experience working with Diktamen and Quiss during implementation?

Karen Lomas: “The whole process was smooth and well-supported. Working with Andy from Quiss and Joe and Joonas from Diktamen was fantastic — they were incredibly patient, always available, and genuinely listened to what we needed. Joonas, in particular, was quick to respond with feedback and modifications during testing, which made a big difference. Having such a responsive team meant the rollout was stress-free and efficient, even with the varying workflows we have across the firm.”

Would you recommend Diktamen to other law firms?

Karen Lomas: “Absolutely. The system is straightforward, the support has been excellent, and the cost savings are substantial. It’s one of those solutions that just works — users adapted quickly, and it’s made a clear difference to how we manage dictation and transcription.”

What’s your view on AI and emerging technologies within the legal sector?

Karen Lomas: “We’re cautious adopters when it comes to new technology. We like to take the time to understand what genuine value a new solution brings before investing. While we haven’t started using AI tools yet, we’re keeping an eye on developments in the legal sector. When we see something that offers clear, practical benefits for our users, we’ll certainly consider it — but we want to make sure it truly enhances what we already do well.”

Are there any other digital projects currently underway?

Karen Lomas: “Not at the moment. Our focus has been on embedding Diktamen across the firm and ensuring everyone is comfortable with the system. It’s working really well so far, so we’re pleased with where things stand.”