How Pavilion Row has elevated client service and compliance with Osprey Approach

Pavilion Row is a well-established private client legal practice specialising in Wills, Powers of Attorney, and Estate Administration. For almost a decade, the Sheffield-based firm has reaped the benefits of utilising Osprey Approach’s case management system, including helping the firm provide a personalised experience for its clients. Nicola Houston, operations director, shares with Emma Atwell, client success manager at Osprey Approach, the key role Osprey has played in the firm’s growth and operational effectiveness.

Osprey software supports future goals and growth

“Over the next few years, we are anticipating rapid growth and are looking to improve the efficiency of our services and provide better access for our clients,” Nicola explains. “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 solution to help run their firm, Pavilion Row needed a flexible, user-friendly system with reliable support and guidance. “It was important that we could customise the software to suit the way we work.

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. Nicola 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 ensures 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 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.”

“The workflows [ensure we are] capturing the right data, prompted by the software asking the right questions.” This ensures that data is consistently and accurately captured, benefiting both compliance and client service.

“The reporting features complement the workflows, which allow us to capture information, and the reporting tools enable us to report on that data.”

“The ability to customise Osprey’s 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 our clients.”

Delivering client service excellence

Automated workflows not only help improve efficiencies, profitability, and visibility for the firm, but they also help to provide a five star client service, reflecting Pavilion Row’s rating on Review Solicitors.

“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 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.”

Osprey Approach has been a game-changer for Pavilion Row, enabling the firm to work more efficiently and provide a better service to their clients. The all-in-one platform helps law firms reach their goals quicker and improve long-term success.

Kindly shared by Osprey Approach