Outsourced client onboarding support
Client onboarding, without the administrative bottleneck
Connected Onboarding helps law firms manage the administrative work involved in bringing new clients on board. From initial contact and document collection to identity-check coordination and progress updates, we help create a more consistent and responsive onboarding journey.
Flexible outsourced support for law firms across England and Wales.
The challenge
Is onboarding slowing your team down?
Incomplete information
Missing details and documents can create repeated follow-ups before work can begin.
Fee-earner administration
Skilled staff can lose valuable time chasing routine onboarding requirements.
Inconsistent client updates
Clients may become frustrated when they do not know what is outstanding or what happens next.
Limited internal capacity
Busy periods, staff absence and growing instruction volumes can place pressure on existing teams.
Poor visibility
Without clear tracking, it can be difficult to see which clients are ready to proceed and which require attention.
What we do
A structured extension of your team
Connected Onboarding works within an agreed process designed around your firm. We provide administrative support, maintain clear records and help clients complete the information requested by your team.
- Initial welcome communication
- Client information collection
- Digital form coordination
- Identity-check coordination
- Document and evidence collection
- Outstanding-information chasers
- Source-of-funds document collection
- Progress tracking and status updates
- Internal handover summaries
- Support during busy periods
- Bespoke workflows for different matter types
- Management reporting
All compliance assessments, legal decisions and client-acceptance decisions remain with the instructing law firm.
How it works
From discovery to ongoing support
- 1
Discovery
We discuss your current process, matter volumes, systems and onboarding challenges.
- 2
Workflow design
We agree the tasks, communications, escalation points and reporting requirements.
- 3
Secure setup
Access, data-handling arrangements, templates and authorised contacts are established.
- 4
Pilot
The service begins with a controlled number of matters so the process can be reviewed.
- 5
Ongoing support
Following the pilot, the service can be refined and scaled according to your firm’s requirements.
Who we support
Built around your firm
Conveyancing firms
Support with high-volume client onboarding and document collection.
Multi-service law firms
Consistent onboarding support across agreed departments and matter types.
Growing practices
Additional administrative capacity without immediately expanding the internal team.
Busy legal teams
Flexible support during seasonal demand, staff absence or operational backlogs.
Benefits
What better onboarding could mean for your firm
- More fee-earner time available for legal work
- Faster collection of required client information
- Fewer repetitive administrative follow-ups
- A clearer and more professional client journey
- Better visibility of every onboarding file
- Consistent processes across the team
- Flexible capacity as instruction levels change
- Clear escalation of incomplete or unusual cases
Pilot
Start with a controlled pilot
You do not need to change your entire onboarding operation immediately. Begin with an agreed number of files, one team or a specific matter type. We will use the pilot to test the workflow, gather feedback and identify measurable improvements before discussing a wider rollout.
What a pilot includes
- Agreed scope
- Defined responsibilities
- Controlled file volume
- Regular progress reviews
- End-of-pilot feedback
- No assumption of a long-term commitment
Security and governance
Designed to work with your requirements
Every arrangement should be configured around the instructing firm’s policies, approved systems, access controls and supervision requirements.
Arrangements are agreed contractually with each instructing firm. We do not make regulatory approval or certification claims.
Visibility
See every onboarding file at a glance
A shared view of what is outstanding, what is progressing and what needs your team’s attention.
48
Total open onboarding files
17
Awaiting client information
9
ID checks in progress
4
Referred to the law firm for review
6
Ready for internal approval
Recently updated files
| Ref | Client | Stage | Updated |
|---|---|---|---|
| CO-1042 | Ashworth | Awaiting client information | 12 min ago |
| CO-1039 | Baxter | ID checks in progress | 1 hr ago |
| CO-1035 | Chowdhury | Referred for firm review | 3 hrs ago |
| CO-1028 | Delaney | Ready for internal approval | Yesterday |
Matter status timeline
- Instruction received
- Welcome pack sent
- ID check coordinated
- Documents collected
- Handover to firm
Outstanding actions
- Chase outstanding proof of address — CO-1042
- Second reminder for source-of-funds evidence — CO-1039
- Unusual documentation escalated to firm — CO-1035
Illustrative dashboard – final workflow can be configured around the law firm’s agreed process. Data shown is fictional.
FAQs
Frequently asked questions
About us
Practical support built from legal operations experience
Connected Onboarding was created with an understanding of the operational pressures faced by law firms. Our aim is to help firms create a clearer, more consistent onboarding journey while allowing internal teams to concentrate on the work that requires their expertise.