Michelle O’Shea and Co

Company Overview

A firm of Licensed Conveyancers based in Nottingham, specialising in residential conveyancing.

Discovery of InTouch

Michelle O’Shea and Co was introduced to InTouch by a client, Marvin Rounce, following his first house purchase with the firm. As a software developer, Marvin saw the benefit of automated case updates to reduce the need for clients to chase progress. The firm agreed to share their conveyancing process so the early version of the system could be shaped around real-world practice.

Challenges with Previous System

Before adopting InTouch, the firm had no case management system. Each matter relied on manually completing Word templates, which was slow, repetitive, and hard to track across a growing caseload.

Market Challenges and Trends

The team wanted automated progress updates to reduce inbound calls and emails from clients, estate agents and other parties. As InTouch’s first client, they helped define the initial approach to automated messaging and status tracking.

Standout Features of InTouch

InTouch configured the firm’s document templates with data markers and custom fields so information entered once flows into all relevant documents. This turned static templates into a workable case management process. Being able to keep their own templates was important, as it meant minimal retraining and clear time savings compared with manual completion.

Support During Implementation

The InTouch team helped create and troubleshoot templates and assisted with the transition from manual files. The firm continues to use InTouch support for questions and tweaks as processes evolve.

User Reaction

The move to InTouch was well received, with staff noticing the step up in day-to-day efficiency compared with manual methods.

“Most of us even question now how we managed to do everything before compared to now.”

Time-savers such as online estimates and built-in stamp duty land tax calculations have been especially useful.

Client Reaction

Clients value the portal and app, particularly the automated updates that keep everyone informed without constant phone calls.

Impact of InTouch

Significant Time Savings

• Automated Updates: Regular, automated messages reduce routine chasing and keep all parties aligned.

• Increased Efficiency: “We can also do more work during a working day with the use of the case management system.”

• Time-Saving Features: Online estimate generation and stamp duty land tax calculators reduce manual checks and re-keying.

• Streamlined Processes: Integrations with partners such as Quantus and Thirdfort cut double-entry and attach results directly to the matter.

Cost Reductions

• Reduced Paper Usage: Operating largely paper-free lowers printing and stationery costs.

• Integrated Accounts: The built-in accounts function reduces reliance on multiple systems and manual postings, simplifying financial management.

Improved Productivity

• Enhanced Work Capacity: The team handles more work per day and reconciles the bank more smoothly.

• Efficient Reporting: Reports can be ordered and received in-system, removing the need to log into separate portals.

Additional Information

For a team that had never used a case management system, InTouch has been straightforward to learn and efficient in daily use. Document labelling and task assignment make it easy to route work for review and to find the right information quickly.

Favourite Integrations

Quantus (for searches) and Thirdfort (for electronic ID and proof-of-funds checks) are firm favourites. Both integrations save time by streamlining the process and automatically filing results to the correct matter.

Productivity Improvements

“Time saved by not having to log into a separate portal to order and receive reports.”

This reduction in portal hopping has led to noticeable time savings across the team.

Conclusion

InTouch has addressed the firm’s previous manual bottlenecks and provided practical tools for automated updates, document production and financial handling. The result is clear time and cost savings, along with higher day-to-day productivity. From improving document workflows to simplifying accounts and connecting with trusted partners, InTouch now underpins the firm’s operations.

If you are considering a switch from LEAP or another system, this experience shows how a focused case management platform can improve efficiency, reduce costs and support consistent delivery for clients.