Wade & Wade

Discovery and Challenges

Wade & Wade Law faced several issues with their previous case management system. Support was limited, bugs went unresolved for long periods, and communication with the supplier was poor. Reporting was weak and exporting data to Excel was cumbersome.

Decision-Making Process

Responding to market expectations and internal needs, the firm looked for better integrations, stronger reporting and reliable support. After reviewing options, including Osprey and Clio, they chose InTouch, largely for its Stakeholder Portal.

The Stakeholder Portal: Streamlining Collaboration and Communication

The Stakeholder Portal was the key attraction. It gives clients a clear, real-time view of case progress, reducing follow-up calls and status-chasing. Automatic updates keep everyone informed, saving time for the team and adding value for clients by improving transparency and trust.

Guided Implementation: Collaborating with the InTouch Team

Implementation was marked by close collaboration and practical support from InTouch. The team helped ensure a smooth transition and showed a strong commitment to the firm’s success. Felicity, in particular, earned special praise for her expertise and responsiveness.

“Having someone who has a deep understanding of the system, coupled with responsiveness and willingness to address queries and concerns, played a crucial role in building the firm’s confidence in the new platform. The ability to provide timely solutions and clear explanations transformed potential roadblocks into opportunities for learning and growth.” - Andrew

During implementation and beyond, the InTouch team went beyond troubleshooting. They worked with Wade & Wade Law to build understanding of the system’s capabilities, so the firm could tailor InTouch to its processes and make the most of the platform.

Collaborative Success: InTouch and Wade & Wade Law

The combination of capable software and hands-on guidance meant the changeover was efficient and effective. InTouch fitted into daily operations quickly and the benefits were felt across the firm.

User Enthusiasm: Transitioning with Eagerness

The team adopted InTouch quickly, citing its user-friendly interface, useful features and clear improvement over the old Leap system.

Preference for InTouch: A Clear Departure from Leap

InTouch’s intuitive design and full feature set contrasted with the challenges of the previous system. Users praised streamlined workflows, better reporting and stronger integration options. Broad buy-in improved morale and helped embed new, more efficient working practices.

InTouch’s flexibility was especially important. Previously, predefined workflows limited how the firm could operate. With InTouch, Wade & Wade Law can align the software with its own ways of working.

Communication with the InTouch team was another improvement. Where support had been hard to access before, InTouch proved accessible and responsive, which helped issues get resolved quickly and built a sense of partnership.

Improving Client Interactions: The Stakeholder Portal Advantage

Client feedback has been positive. Brokers, in particular, see the value of the portal in their day-to-day work, with one noting:

“The Stakeholder portal will ensure I send more work your way.”

The Unseen Benefits

Automation has reduced repetitive tasks, allowing lawyers to spend more time on client work and decisions that require legal judgement. This supports the firm’s aim to deliver high-quality legal services while improving the working experience for staff.

Future Plans and Integrations

Wade & Wade Law plans to build on its use of InTouch and avoid standing still with technology.

Integration Highlights

The firm particularly values:

• Thirdfort for an easy customer experience.

• InfoTrack, TMGroup and Xero for smoother processes and client account reconciliation.

Productivity Improvements

Formal metrics are still being gathered, but the firm expects further gains from integrations and streamlined workflows enabled by InTouch.

Conclusion

Wade & Wade Law’s move to InTouch has delivered clear benefits in efficiency, client experience and integration capability. The platform supports the firm’s technology-first approach and commitment to service. As needs evolve, the firm is confident in the ongoing partnership and potential of InTouch to support its conveyancing operations. The firm is well placed to continue building on these gains with InTouch.