Reduce repeated requests, scattered updates and manual copying between systems. We scope websites, client portals and workflow connections around your practice software, with your firm setting access, confidentiality and approval requirements.
Buyers, sellers, estate agents and brokers all ring the same switchboard for the same answer, and most of the time that answer is already sitting on the matter file, though not every caller is owed the same amount of it. Reception either interrupts a fee earner or takes a message nobody has time to return.
ID and proof of address chased by email. Source of funds arriving as phone photographs. Conflict check run manually, client care letter typed from a template, then all of it keyed into the practice management system a second time.
A website enquiry drops into a shared inbox and somebody rekeys it into the practice management system, matter type and referral source guessed after the fact. Disbursements and bills are then typed again into the accounts package, so the two never quite agree at month end.
File audits, the five-weekly client account reconciliation, CQS and Lexcel sampling. The information exists, but pulling it together means opening matters individually and hoping the last person recorded it the same way.
Reception workflows can collect contact details and route a request to the person responsible for a matter. Your firm decides what may be collected or disclosed, how identity is checked and which requests need a fee earner. We scope those requirements before implementation, rather than treating a general answering tool as ready for confidential case handling.
Response systems 02Identity documents, proof of address and source-of-funds evidence requested, collected and filed against the matter without anyone chasing. The conflict check and the risk assessment are put in front of the right person with that evidence already attached. The verification decision and the decision to open stay with the firm; the chasing, the collecting and the filing do not need a person.
Automation 03A website enquiry lands in the practice management system as an enquiry record with type, source and referrer already set, and becomes a matter only when the conflict check has cleared and someone at the firm says so. Office-account bills and disbursement records reach the accounts package without a second keystroke; the client account is left alone. Where a practice management system has no usable API, we build the bridge from what it will give us (scheduled exports, report files, the supplier's own endpoint) and watch it for failures.
Integration 04WIP, aged debt, lock-up days and matter age by fee earner and by department, drawn from the systems you already run. File-audit evidence pulled together on demand, so preparing for an internal file review starts from a query rather than from the file room.
Reporting
We start with a week of your telephone log and the matter-opening checklist one department actually uses: conveyancing, if the chase traffic in your firm sits where it usually sits. We read what callers ask for, who they are and which of those answers already exist on the file. That tells us what can be answered without a fee earner, what needs the fee earner and what should not be said on the phone at all.
Your practice management system stays the system of record. Call notes and collected documents are written back to the matter rather than kept as a parallel file by us, and we do not touch the client account. Anything substantive going onto the file or out to a client waits for a fee earner to release it. What a caller can be told before that happens, and what has to wait, is set by the firm rather than by us. First engagements are one fixed-scope piece with a named owner on our side. If the answer is the client portal or the workflow module that already came with your practice management system, we will tell you that and configure it rather than sell you a build.
One department, one owner, a fixed scope and a date. Conveyancing is the honest place to begin, because the chase traffic is loudest there and everyone in the office can tell whether it worked.
What to consider when deciding whether this work is right for your business.
Usually yes, with a caveat. Client money and office money are not the same thing, and the accounts package should never become the record of the client account. The route we take is a one-way posting of office-side transactions onto your nominal codes, with the client ledger left where the rules expect it. Your COFA signs off the mapping before anything runs.
Yes. The details are already in the matter record, so the documents should be built from it rather than typed beside it. We turn your client care letter, engagement terms and ID checklist into templates that pull from named fields, so a corrected address is corrected once and everything that quotes it follows, including what goes to InfoTrack.
Often the honest answer is that a caller who cannot reach a human will ring the next firm on the list. The mechanism that helps is a capture point that never closes: a call or a web enquiry becomes a dated record with the matter type and the caller's number, sitting in one list that somebody works through each morning. phones, email and CRM
Yes, though check what you own first: several case management systems ship a client portal already, and if yours does, you should not pay us for that. Where one is worth building, the page reads the milestones your system already records, searches ordered through to exchange, and shows only the stages you are happy for a client to see.
Probably not, and it helps to separate dislike of the system from dislike of how it was set up. Matter management, the client ledger and the reporting behind them are a lot to rebuild. If it genuinely has to go, the route is a migration onto an established system such as Clio, with matter history and documents mapped across before anyone switches. migration work explained
No, software does not make a firm compliant, and we do not advise on the rules. What it can do is make an audit easier to survive: a record of who changed a matter, when, and what the document said at that moment. Your COLP and COFA set the requirement and we build to it, then leave the evidence where they can pull it.
Help people find the right property and make it easier for your team to respond.
EXPLORE → FOR INSURANCE BROKERS AND MGASExplore document handling, enquiry workflows and connections between policy, CRM and finance systems.
EXPLORE → SCOPE · BUILD · REVIEW · HANDOVERWe agree the deliverables, price and responsibilities before building.
EXPLORE →Every hour a fee earner spends repeating what is already written on the file is an hour the firm cannot bill, and a client who still feels ignored. Answer the chase properly and the fee earner's morning is still their own.
Tell us what you use now, where the work slows down and what a better result would look like. We will explain the next step, with any paid work agreed before it starts.