Solicitors
Enquiry and client systems for solicitors
Legal enquiries arrive in a jumble: a conveyancing quote, a probate question and something that is not a legal matter at all, all through the same form, all needing a fee earner to work out which is which.
Enquiries - triaged
By practice area · complete on arrival
An illustration of the kind of screen this builds towards - yours is built around how your law firm actually runs.
The reality
Where the time and money goes in a law firm
Every enquiry needs triage by someone qualified
A single contact form means a fee earner reads everything to sort the conveyancing from the family matter from the thing you do not handle.
Price enquiries go unanswered too long
Somebody wanting a conveyancing quote is getting three. If yours takes two days, the other two have already had the conversation.
Onboarding runs on post and email
Client care letters, identity documents and proof of address going back and forth, with sensitive material sitting in inboxes it should not be in.
"Any update?" calls
Clients ring for reassurance rather than information, particularly on conveyancing, and every one of those calls interrupts chargeable work.
Conflict checks and file opening are manual
Checks done by memory or by searching an inbox, with nothing recorded to show they were done.
The approach
How we'd fix it
The first improvement is routing. Separate enquiry routes per practice area, each asking the questions that matter for that kind of work, means an enquiry arrives already categorised and with the basic facts captured. Conveyancing enquiries can get an instant indicative quote based on price, tenure and whether there is a mortgage - which is what the client is actually asking for and what usually decides who they instruct.
The second is client onboarding and updates. Identity documents and client care paperwork handled through a secure portal rather than email, with everything logged. Then case milestones - searches received, contracts issued, exchange, completion - published to a client-facing page so the client can see progress at any hour. Most chasing calls are requests for reassurance, and reassurance is something a page can provide.
What we build
Built for law firms
Enquiries routed by practice area
Separate forms per matter type asking the right questions, so enquiries arrive triaged and complete.
Instant conveyancing quotes
An indicative fixed-fee figure calculated from price, tenure, mortgage and location, given while the client is still on the site.
Secure onboarding and identity
Client care documents and identity evidence handled through a secure portal rather than email attachments.
Case milestone updates
Clients see progress against clear stages, which answers the question most of them are ringing to ask.
Conflict check logging
Checks recorded at file opening so there is a proper audit trail rather than a memory of having done it.
Practice area pages that rank
Separate, properly written pages per service and area, because people search for the matter, not for "solicitor".
What changes
The difference it makes
- Fee earners stop triaging enquiries that were never for them
- Conveyancing quotes are given while the client is still deciding
- Sensitive documents stop travelling by email
- Chasing calls fall because clients can see where their matter is
In practice
A worked example: the conveyancing quote
A firm was losing conveyancing work not on price but on speed. A quote request came in, somebody got to it within a day or two, and by then the client had two other quotes and had usually instructed one of them. The fee was competitive; the timing was not.
An instant indicative quote - based on purchase price, tenure, whether there is a mortgage and the location - gave the client a number on the spot, with a clear note that it was subject to confirmation. Conversion improved substantially, because most clients getting three quotes instruct on a combination of the first sensible number and how easy the firm was to deal with.
The systems behind it
What this is built from
Everything on this page is put together from the same handful of systems, shaped around how law firms actually work.
Questions
Solicitors - the questions I get asked
Can we give conveyancing quotes automatically?
Yes, as an indicative fixed-fee figure calculated from purchase price, tenure, whether there is a mortgage and the location, with a clear note that it is subject to confirmation. Clients getting three quotes tend to instruct on the first sensible number they receive, so speed matters more here than almost anywhere else in the firm.
Can enquiries be sorted before a fee earner reads them?
Yes, by giving each practice area its own route and its own questions. A conveyancing enquiry arrives with the price, tenure and timescale; a probate enquiry arrives with entirely different information. Nobody spends their morning working out which pile an email belongs in.
Is a client portal secure enough for identity documents?
It is considerably more secure than email, which is where most of this currently happens. Documents are encrypted in transit and at rest, access is controlled and logged, and nothing sits in an inbox indefinitely. Your own compliance obligations still apply on top, but the technology will not be the weak point.
Will case updates really reduce phone calls?
Yes, particularly on conveyancing, because most of those calls are asking for reassurance rather than information. A page showing which stage the matter has reached, updated as milestones are passed, answers the question before it is asked. Clients also report feeling better looked after, which is worth something in itself.
What about SRA transparency rules on pricing?
Price and service transparency requirements apply to certain types of work, and the site should be built to display that information clearly rather than treating it as small print. I will build what your compliance officer signs off - the point is that it is presented well rather than buried, since it is what prospective clients are looking for anyway.
Similar businesses I work with
All industries →Accountants
Onboarding that happens online, deadlines tracked across every client, and records chased automatically instead of by you.
Estate Agents
Listings that go live in minutes, viewings booked without phone tag, and applicants matched to new instructions automatically.
Property Management
Tenants report repairs with photos, contractors get dispatched automatically, and every certificate is tracked before it expires.
Run a law firm? Let's have a look at it
Tell me how things work at the moment and I'll come back with a clear, fixed quote - and an honest view on whether it's worth the money. No pressure and no jargon.