How Aquabridge Law increased client satisfaction by 80%
Looking for a way to consolidate workflows and improve efficiency, the firm began using InfoTrack’s digital conveyancing services — a streamlined approach that has dramatically enhanced the service they deliver to clients.
Aquabridge Law is a niche commercial firm specialising in corporate and commercial law, commercial and residential property, private client work, and litigation. Founded in 2012, their first decade of growth was attributed to building a team of senior fee earners from large regional firms who wanted increased autonomy, the chance to develop their own practice, and increase professional development.
Establishing a reputation of client service excellence, Aquabridge Law put their clients at the heart of everything they do, using technology to service them more efficiently without compromising on quality standards.
Partner Kieran Lowe and residential conveyancer Charlotte Madden, both at Aquabridge Law, share how InfoTrack is a key component of their growth strategy. Aquabridge Law gave their client satisfaction a boost with InfoTrack. Find out how switching from an individual fee earner-based approach to managing their conveyancing workflow using a firm-wide consistent method increased client satisfaction while handling the same case load.
The challenge: Tackling inefficiency and a disjointed process
As the team at Aquabridge Law grew, fee earners typically came into the business bringing with them the providers they were familiar with, and their old ways of working. Unsurprisingly, this led to an inconsistent approach to the firm’s conveyancing practice, and to the customer experience.
On top of this, they were using multiple providers to complete the various crucial tasks in a transaction. One supplier for searches, another for ID checks, and a different company for indemnities. Some of the team had begun using InfoTrack for searches in 2018, but it hadn’t been universally adopted across the team. Ultimately, while the old approach worked, it inhibited the firm’s efficiency and hampered growth.
The solution: One intuitive platform from start to finish
Looking for a way to consolidate the conveyancing workflow and improve efficiency, the team began using InfoTrack’s digital conveyancing services across their residential and commercial departments.
Beginning with searches and SDLT in 2018, the firm were happy with the digital solutions and wanted to explore more ways InfoTrack could support them. In 2022, they expanded use to include various services including Property Report and AP1 to improve the productivity of their conveyancing workflow.
“I began looking around at providers and saw InfoTrack had been busy developing lots of new services. All the benefits I got from the SDLT had been rolled out elsewhere and it just felt like I’d blinked and suddenly the platform had all these tools. I had thought InfoTrack just did searches and SDLT, but they provide a range of other services now too,” recalls Lowe.
While other providers had one or two services, InfoTrack had everything in one place from digital client onboarding to title reports and post completion.
“The biggest thing that InfoTrack helps us with is the efficiency. We’re reducing the number of times we are inputting data or handling the file. Once the case is set up on InfoTrack you can easily use any of the products or services on offer without leaving the dashboard or inputting repeated information,” he continues.
Madden notes that InfoTrack’s workflow provides structure in completing the conveyancing process. “The workflow prompts the steps that need to be taken from beginning to end. We also integrate with our case management system, so it ensures nothing is missed, which is brilliant from a risk and compliance perspective.”
This has been especially noticeable in the post completion process. Lowe says having one system that is easy to use and navigate is a big win. “We’ve seen huge progress with OS1s being carried out on InfoTrack with reminders and diary entries too. Having one system so that it’s visible to everyone means that we don’t have to set up a separate system and track it somewhere else. This is a huge benefit in managing risk,” he says.
Saving time and managing risk made easy
Aquabridge Law are saving up to three hours per transaction with InfoTrack. It’s not only housing the crucial tasks in a single system, but it’s also about getting it right from the start. Requisitions are now down by approximately 90%.
Madden says this is thanks to InfoTrack using information already entered into the matter, coupled with the cross referencing of data on the deed and entered on the AP1 form. “We don’t get nearly as many requisitions, which is saving us a lot of time,” she says.
Property Report has also made preparing title reports infinitely easier. “It’s absolutely invaluable,” says Lowe. “Not only because it reduces duplication of work because you prepare similar reports time and again, but it also helps manage risk. Property Report is nudging you all the time to check this and that,” he continues.
Madden and Lowe compare Property Report to having a team of compliance lawyers with you as part of the process. A comfort when navigating regulations and reporting on content such as the Building Safety Act 2022.
“I love the way you can put your own twist on Property Report, but it ensures you have all the basic information you need to ensure it’s up to date with legislation. It gives you prompts to double check details and means our clients receive all the information they need,” Madden shares.
Integrating onboarding
In 2023, the firm began using eCOS to onboard clients and Madden says it has changed the way they work. It typically took one week on average to get all the onboarding information from a client. Now, most clients have everything returned within 24-48 hours.
It’s not only speeding up onboarding, but also giving them access to more information than before. “AML with eCOS gives us so much detail we didn’t receive before and having it right there at your fingertips within eCOS means you don’t need to go searching for it, you can do it right there with just one click,” she reveals.
The outcome: Increased customer satisfaction and top-tier service
Most impressively, Aquabridge Law has increased their customer satisfaction for conveyancing by 80%. The time savings the firm has gained through improved productivity has completely changed the service they’re able to deliver to their clients. Having more time means the team can be more proactive and help people move home quicker, which is ultimately what their clients want.
“I think the product combined with the people we’ve got have enabled us to completely change the service that we offer for residential conveyancing. Because previously, I think it would have felt, from the client’s point of view, that we were almost putting lots of hurdles in their way — like asking them to fill in a form and post it back. Now we’re fitting into client’s lives the way they expect,” says Lowe.
Why do Aquabridge Law recommend InfoTrack?
Lowe says it has everything you need in one solution with risk management built in: “InfoTrack covers the whole process from start to finish. It massively reduces risk, and from a lawyer’s point of view, being on top of compliance and risk has huge benefits.”
Madden adds, “InfoTrack is so quick and accessible from beginning to end, there is everything you need all in one place. It supports our risk management and compliance, especially with the onboarding and the post completion, because things don’t get missed. I’ve been using InfoTrack in various law firms since 2019, and I love it!”
