WARNERS SOLICITORS Case Study

How Warners Solicitors made residential conveyancing more efficient and consistent with InTouch

Warners Solicitors is a long-established law firm with offices in Kent, combining legal expertise with efficient, client-friendly processes.

In 2018, the residential property team wanted to move to a more case management-focused way of working for conveyancing. They needed a system that was intuitive, flexible and built around the needs of conveyancers.

With InTouch, Warners has modernised its residential property process, improving day-to-day efficiency, client communication, team visibility and workflow consistency across the department.

“Anyone that would like to have a system that is quick and easy to use, and one which all the team can get on board with, InTouch is definitely the way forward.”

— Jane Bohill, Partner at Warners Solicitors

Practice area: Residential property

Focus: Combining legal expertise with efficient, client-friendly processes

Requirement: A more case management-focused conveyancing process that was intuitive, flexible and designed with conveyancers in mind

Using InTouch for: Conveyancing workflows, client communication, InfoTrack searches, team oversight, onboarding new joiners, process improvements and ongoing support

Why Warners chose InTouch

Warners wanted to modernise the way its conveyancing team worked, moving away from an older case management system towards a more efficient and consistent process.

InTouch stood out because it was easy to use, flexible and clearly designed around the needs of conveyancing teams. The setup process was also a major part of the decision, with the InTouch team helping Warners tailor the system around the way the department works.

That combination of product fit and hands-on support gave Warners a smoother route into a more modern way of managing residential property matters.

“InTouch stood out as being absolutely the best fit for us. It was intuitive, flexible and clearly designed with conveyancers in mind.”

The result

With InTouch, Warners has created a more efficient, consistent and visible conveyancing process.

The residential property team can now see matter progress more clearly, navigate workflows more easily and respond to client queries with better visibility over each case. Team leaders have stronger oversight across the department, while new joiners can get up to speed more quickly because the process is easier to follow.

Key outcomes include:

  • More efficient and consistent residential property workflows

  • A more modern conveyancing process after moving from an older case management system

  • Better client communication, with matter progress easier to see when clients call

  • Less manual and duplicated work across routine conveyancing tasks

  • Easier search ordering and matter updates through the InfoTrack integration

  • Clearer team oversight and bottleneck visibility

  • Faster onboarding for new joiners

  • Responsive ongoing support from the InTouch team

  • Room to keep improving processes with integrations such as Legalito

Full video transcript 

My name is Jane Bohill. I’m a partner at Warners Solicitors and I head up the residential property department in the Sevenoaks office.

Warners is a long-established firm. It’s been here since 1785. We have a focus on combining legal expertise and efficient, client-friendly processes.

So back in 2018, we were looking to move to a more case management-focused process for conveyancing and we looked at various companies. InTouch stood out as being absolutely the best fit for us.

It was intuitive, flexible and clearly designed with conveyancers in mind.

The setup process was really well managed. We worked closely with Dale, who was fantastic in getting us up and running. They were able to tailor the system to our needs and work with us, and the setup process was seamless.

The biggest change has been efficiency and consistency. We used an old-fashioned case management system beforehand and having InTouch has really modernised the way we work.

So from a client perspective, communication has really improved significantly. When clients call in, we can easily see where we are on the matter. The workflows are very easy to navigate and therefore clients feel that we’re in control of their matter.

Tasks that used to be manual and duplicated are now seamlessly worked through and everything is streamlined in a much more modern and easy way.

We have used, for quite a long time now, the integration with InfoTrack and that has been really helpful with regard to the searches, because not only can we order the searches directly through InTouch, the results come back straight to the matter and that makes life a lot easier for us.

We noticed that InTouch had recently signed up with Legalito and we have just signed up with them today. We’re hoping it will help streamline our processes with regard to enquiries and our reporting.

As a team leader, it’s given me much more oversight into the way the team work. I can clearly see where they are on their matters and easily look to see if there are any bottlenecks, in which case I can then assist them.

The team have loved it, and certainly any new joiners to our team, they’ve been able to seamlessly integrate with the team quickly because of InTouch and how we use it.

The support has been excellent from Dale at the very start when we first implemented InTouch and going through, we’ve had a lot of dealings with Felicity, who’s been fantastic at helping us when we wanted to make any changes to our systems or introduce new ideas.

They’ve always been very responsive and quick and knowledgeable. So absolutely, the support from InTouch is second to none.

I would absolutely recommend InTouch. It is really easy to use. The workflows work really well and certainly from a user interface, everything is really easy to see.

Anyone that would like to have a system that is quick and easy to use, and one which all the team can get on board with, InTouch is definitely the way forward.