Over the past 12 months, the landscape of Wake Smith’s residential conveyancing department has changed dramatically.
Traditionally laden with paperwork and manual processes, the team has fully embraced a digital transformation to streamline operations, enhance efficiency and deliver exceptional client service.
Bonita Wolfenden, Head of Residential Conveyancing Operations at Wake Smith looks at the difference the new IT systems Minerva and Orchard Rock Workflows have made to the department.
In March 2023, Wake Smith invested in a state of the art on boarding system, working with Minerva to bring a streamlined and quick process for our clients to on board with the firm. This reduced on boarding times for our clients by up to 70%.
At the same time, we experienced a dramatic shift towards efficiency, seeing digital platforms automate routine processes, freeing up valuable time for our conveyancers to focus on the progression of transactions. The previous time-consuming onboarding process is now executed with one click, accelerating the pace of transactions, and reducing turnaround time significantly.
Then, in July 2023, Wake Smith installed residential workflow modules from Orchard Rock into the existing case management system. This enabled real time access to case files and documentation from anywhere, at any time, fostering greater transparency and communication throughout the conveyancing process.
The new workflows allow us to progress transactions in a more efficient way, which means in most cases, we are ready to exchange contracts in four weeks.
Another advantage is that the new IT systems offer a level of accuracy that manual processes cannot match. The automation tools perform complex work with precision, minimising the risk of errors and ensuring compliance with regulatory requirements.
In today’s competitive market, the service we offer to our clients is the key differentiator. The new IT systems have empowered my team to adopt a client-centric approach, delivering a seamless and personalised experience from start to finish.
By prioritising client satisfaction and engagement, we are building lasting relationships with our clients and key people and businesses in the residential property sector. Our systems may be automated but my team are not, and they speak to clients regularly either on the phone or face to face.
I am very lucky to work with such a great team of people who have worked with me to embrace a completely new way of working over the past 12 months. With these changes, have come a renewed passion for the job they do and love.
What sets our conveyancing department apart is the empathy we show with every interaction. We recognise the human stories behind each transaction. Whether it's a first-time homebuyer stepping onto the property ladder or a family bidding farewell to a beloved family home, we approach every case with compassion and understanding.
Some of our recent client feedback
“I am grateful for all your help for the purchase our new home. This work cannot be done without your inputs and efforts. Finally, we have a house. I will share your contacts with my friends. Hope you can also help them in the future.”
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