Pinnacle Law Case Study
How Pinnacle Law made conveyancing smoother, faster and more consistent with InTouch
Pinnacle Law is a specialist residential conveyancing firm helping clients through property sales, purchases and onward moves. As the firm grew, the team needed a case management system that could support how they work: flexible, collaborative, client-friendly, and easy to improve over time.
With InTouch, Pinnacle Law has created a more connected conveyancing process — from smoother onboarding and ID checks to better client visibility, easier eSignature and stronger day-to-day collaboration across the team.
“With InTouch, we feel like we really do have the market-leading platform. Even if you have something in place, the grass can still look greener. Worth having a look.”
Pinnacle Law Project Overview
Practice area: Residential conveyancing
Focus: Low to mid-market residential property transactions
Needed: A flexible, well-supported case management system that could be tailored to the firm’s workflows
Using InTouch for: Workflow customisation, client portal, integrations, eSignature, data migration support, training and ongoing help
Why Pinnacle Law chose InTouch
The deciding factor was InTouch’s combination of flexibility, implementation support and conveyancing-specific functionality.
InTouch gave Pinnacle Law a platform that could be configured around the firm’s own processes, with the ability to make detailed changes as their use of the system developed.
That flexibility meant Pinnacle Law could start with a functional system, then continue refining it — adjusting workflows, improving processes and making the platform feel like their own.
“The real big selling point for us was the depth of flexibility and customisation the tool has.”
The result
With InTouch, Pinnacle Law has built a more flexible, efficient and client-friendly conveyancing operation.
The firm now has a case management system that supports the way its team works, helps reduce manual admin, improves client communication and gives the business room to keep refining its processes as it grows.
Key outcomes
Smoother system transition, supported by data migration and staff training
More flexible workflows tailored to Pinnacle Law’s conveyancing process
Improved team collaboration
Time saved through ID check integration
Fewer client queries thanks to the portal
Easier client onboarding with built-in eSignature
Reliable support through the Help Centre and the InTouch team
Full video transcript
Pinnacle Law is a medium-sized boutique residential conveyancing company based in London and the Southwest. We focus really on low to mid-market residential transactions.
When considering what mattered most for us, I knew how important it was to be able to have a smooth and supported transition. InTouch were very confident in terms of data migration and systems training for the staff, so that was really the foundation that made us really feel comfortable in making that switch.
In choosing InTouch, I think the real big selling point for us was the depth of flexibility and customisation the tool has.
All conveyancing practices will operate their workflow slightly differently, and the ability to really get into the backend system and make it your own was something that we found really exciting.
It does come out of the box in a way that is very functional and will work for a lot of people, but as you get more comfortable with the tool, there’s always small things you want to change. And the ability to really get granular on that was a big reason for why we made the switch and why we enjoy the product.
Since using InTouch, we really feel that the collaboration between team members has really improved.
In addition, the team’s life has been made a lot easier by using the integrations that InTouch has built within it. Just something as simple as a new integration for our ID check service has meant that, cumulatively, we’re saving hours and hours across the course of a month, not having to manually issue, save, download and upload ID check reports, which has been great.
For clients, we feel that they benefit massively from the portal, and that helps to field questions they have about the order of the process and also drives down some of the enquiries we have internally. It has helped us deliver a far more consistent service to clients.
Another example of a process we’ve been able to update is by making the most of InTouch’s inbuilt eSignature platform.
As opposed to asking clients to print and sign terms of business, which is a little bit clunky and a little bit difficult for some clients, we can now issue that with a simple one-click eSignature, which has been great to save our team time, but also to make clients’ lives just a bit easier.
When it comes to ongoing support, the Help Centre that InTouch have put together is a phenomenal resource, not only for actually troubleshooting problems that you have, but also for team training and allowing people to have the tools to learn more about the system.
If you can’t quite solve your problem, it’s very, very easy to get hold of the team for real human-to-human support and to get a fast and personal resolution. So, 10 out of 10 for that as well.
We’d absolutely recommend InTouch to anyone in the residential space.
I’d also encourage any conveyancer that feels they already have a modern and leading case management system to have a demo and have a look at InTouch.
With InTouch, we feel like we really do have the market-leading platform. So even if you have got something in place, sometimes the grass could be greener. Worth having a look.