Pavilion Row ensures quality service and compliance with Osprey Approach
Nicola Houston, operations director at Pavilion Row, shares how Osprey Approach has been instrumental in driving the firm’s operational effectiveness to support its ambitious growth plans
Based in Sheffield, Pavilion Row is a well-established private client legal practice specialising in wills, powers of attorney and estate administration. Since 2016, Pavilion Row has relied on Osprey Approach to manage their firm and help provide a fully personalised experience for their clients.
Outlining the firm’s ambitions over the next few years, operations director Nicola Houston says: “We are anticipating rapid growth and are looking to improve the efficiency of our services and provide better access for our clients.” Osprey Approach supports this vision by allowing the firm to quickly adapt to changes and manage growth seamlessly. “Osprey helps us… it allows us to quickly respond to the business changing. We can instantly add additional management tools to oversee our growth and have a programme of continual efficiency improvements without impacting the fee earners’ day-to-day work.”
When searching for a case management system (CMS) to help run their firm, Pavilion Row needed a flexible, user-friendly solution with reliable support and guidance. “It was important that we could customise the software to suit the way we work,” she explains.
Osprey’s all-inclusive training and support has been a key part of the successful implementation at the firm. “Another reason for choosing Osprey was because the training and support was all included. We can call anybody, at any time to ask questions. Sometimes when you’re restricted to a couple of days training it’s hard to successfully implement the software, but when you know the support is there and you can fit it around our working day, it gives the team confidence.”
Consistency and risk management
One of the key challenges in scaling a law firm is maintaining consistency in service delivery. Houston explains, “One of the hardest things when you’re trying to grow quickly is to train people to deliver the service in the consistent way that we want to do. Through Osprey, we can manage that a lot easier.” This consistency is crucial for client satisfaction and operational efficiency.
Consistency gained from the workflows also ensure compliance requirements are followed across the firm: “In addition, where there is rapid growth, we need to ensure that our processes can still manage our compliance obligations and capture potential risks. What is great about Osprey is that we can continually adapt the workflows to capture the key compliance tasks to ensure that we’re doing all the appropriate checks and build reports to oversee this.”
The ability to customise workflows ensures that Pavilion Row can maintain high standards of service while adapting to the specific needs of their practice area. Houston adds, “The workflows allow us to easily monitor the work we’re doing, and from a management point of view, it allows us to oversee processes and ensure we’re delivering the right level of service.”
Delivering client service excellence
Automated workflows not only help improve efficiencies, profitability, and visibility for the firm, but they also help to provide five-star client service, which is what Pavilion Row is rated on Review Solicitors. Houston attributes part of this success to Osprey: “Osprey helps us to maintain that high level of efficiency in the service, making sure that we have regular touch points with the client. Client dissatisfaction is usually driven by poor communication or perceived lack of progress with a matter. Osprey helps us to oversee all matters to ensure they are proceeding as they should be, and the client is receiving regular updates.”
“From our clients’ perspective, a major advantage of using workflows, and Osprey generally, is that our entire team follows a consistent process. This teamwork means that when a client calls, they can speak to any team member who can easily access and understand the file through Osprey. Since we all rely on the same data and methods, communication is seamless and effective.”
Customisation and flexibility of Osprey provides Pavilion Row with full control of operations
A standout feature of Osprey Approach is its customisation capabilities. Houston highlights, “The ability to customise the workflows and capture the information we need as a business provides us with a truly flexible system to manage business needs and deliver high quality service to out clients.”
Osprey offers a wide variety of customisable and configurable features, including custom work types, document production, automated workflows, custom data fields and reports. This flexibility and easy installation allows Pavilion Row to work in a way that suits them while staying connected and integrated.
She adds: “When looking for a CMS, we found that there were systems aimed at larger firms that require complex implementation and customisation projects or otherwise there were off-the-shelf systems that we were not able to tailor to meet the needs of our practice. We therefore chose Osprey due to its ease of implementation and the customisation tools that it provides.”
Operations directors benefit from efficiency, visibility, and effective risk and data management
As operations director, Houston finds Osprey invaluable for quick responses and continuous improvement. “It allows me to respond quickly… we use the reporting a lot in Osprey. It allows me to think about what we need to achieve, what we need to see, what risk we need to monitor, how we can capture that, and then very quickly implement it into Osprey.”
Effective data management is critical for any law firm. Houston explains how Osprey facilitates this: “It’s through the workflows… capturing the right data is prompted by the software asking the right questions.” This ensures that data is consistently and accurately captured, benefiting both compliance and client service.
When firms centralise their data and processes, it enables more accurate data to be extracted so they have a clearer insight into the performance of their practice. Houston explains, “The reporting features complement the workflows because the workflows allow us to capture information, and the reporting tools enable us to report on that data. We’ve created our own reports and have them sent out weekly so everyone can monitor progress and ensure we’re delivering quality service.”
Streamline operations and deliver quality client service with Osprey Approach
Pavilion Row demonstrates how Osprey Approach can support growth, enhance efficiency, and help maintain high standards of client service.
Osprey Approach has been a game-changer for Pavilion Row, enabling them to work more efficiently and provide a better service to their clients. The all-in-one platform helps law firms like Pavilion Row reach their goals quicker and improve long-term success.
