Brevitts Solicitors empower their team with Osprey Approach software

Implementing case management software to remain competitive

Prior to implementing Osprey Approach in 2017, Brevitts Solicitors didn’t have a practice or case management solution in place and relied heavily on paper, manual processes, and siloed knowledge to complete tasks. Looking to replace their existing accounting package, Lawbyte, managing partner, Jane Sutton, saw the potential in the Osprey solution to help them meet their goal of automating case management, “Osprey Approach showed the most potential for helping us to automate our processes to enable us to remain competitive in the market. The solution was the most cost-effective compared to other providers and offered the most flexibility, scalability, and configurability so we could shape it to suit our firm.”

The challenges

Relying on individuals rather than a central knowledge base and management platform presented problems for Brevitts that hindered their ability to stay agile, scale effectively, and digitally connect with their clients. Practice manager, Laurence Sutton, explained: “one of the biggest challenges for small practices is competing with firms who can spin volume. We needed an agile system that enabled us to be flexible and implement changes that reflected the world around us. We come highly recommended by our clients, but we were seen as being slow and steady. We wanted to implement processes and automations that enable us to be efficient, reliable, and quick when we need to be.”

Utilising Osprey improves competitiveness, compliance, and profitability

Brevitts continues to work through new phases of implementation of Osprey to ensure firm-wide utilisation. Firstly, they were focused on migrating their accounts before implementing automated workflows to boost efficiencies and the next phase is focused on client service with the Osprey client web portal. The firm now has the confidence that they have a platform they can rely on to effectively run their business that will scale and adapt with them as they change and grow.

Laurence explains: “Osprey is central to our successful operational delivery – it’s the first thing that everyone logs in to everyday. We wanted to optimise our entire operation and the software allows us to be agile, progress cases quicker and sharpen our approach to ensure we’re proactive and not reactive. This enables us to focus more time on our staff and clients and help us reach our goals quicker. 

“Osprey contemporises us and gives my daughter, Jess, the scope to take the business in the direction that she wants and needs to, whilst securing the important fundamentals of compliance and risk management. A key driver for the project was getting a handle on managing risk and compliance in a very ‘business as usual’ way, instead of it being disconnected and someone’s sole role.

“The biggest benefit for us is the increased peace of mind that risk is reduced and effectively managed. Osprey enables the management team to be on top of detail and provides the visibility and confidence that processes are being completed on time and correctly. This helps us greatly when it comes to the PII proposal process because we can find the answers we need in Osprey, so the process can take a few hours, rather than weeks.”

Centralising and digitalising data and processes enables a streamlined and efficient operation that benefits the staff, clients and the bottom-line. “Productivity has increased, and we can now do more with less because we’ve implemented automated workflows. Fee earners can take full control of completing tasks that once needed another individual to complete. A by-product of going digital is a reduction paper. I estimate we’re 50% down on paper and we predict that’s likely to go up to 75%, which has saved large amounts of paper and printing costs.

“We can take what’s in Osprey and build a system that belongs and works for us, that’s what we like about the system. We have grown and developed with Osprey and the partnership has helped us to realise potential. We also keep regular content with Osprey and the development roadmap and can influence how that moves forward. Osprey has been really good at listening to our views.

A successful implementation maximises return

Implementing software requires resource, which for a small busy team can be challenging. But clear goals and leadership, a phased approach, and a strong relationship with the team at Osprey has helped Brevitts to adapt to and utilise the software to meet their goals.

“As a small firm, it’s been challenging for client-focused individuals to find the time for implementation. We also have a mix of tech-lovers and haters, which is another challenge for adoption. But this was never about buying the software licences and hoping for the best, it’s about a significant investment for our future.

“It’s not always been easy but the support that Osprey gives has always been first-class. We can’t fault the training and assistance and it’s been great that Osprey has listened to us and taken on our feedback.

“The advice I give to other small firms who are looking to implement a solution is to really think about what you need and want to achieve, that’s pivotal to success and maximising return. It’s an investment, and all investments are risky, but risks can be managed. Ensure you create a clear plan and engage with your staff to maximise buy-in. And importantly, put faith in the software and develop what’s there to best suit your firm, in partnership with Osprey.”