Common Challenges When Digitising Legal Onboarding

The benefits of digital onboarding in law are clear: faster client intake, greater transparency, stronger compliance, and a more professional client experience. But any solicitor who has attempted to modernise their intake process will know that it is not without challenges.

Coyne Solicitors in Lucan recently implemented an online conveyancing quote calculator linked to secure digital onboarding. The results were impressive — 20+ quotes generated weekly, 30% engagement on the quote page, and a doubling of calls and emails. Yet the project also highlighted common difficulties that other firms should be aware of when embarking on their own digital journey.

This article explores those challenges and how to address them.

Challenge 1: Mapping complex fee structures

Conveyancing fees are not one-size-fits-all. Professional fees, outlays, and VAT vary depending on factors such as property type, price band, and whether it is a purchase, sale, or auction.

The risk: Oversimplifying fees in an online tool could lead to inaccurate estimates or client confusion.

How Coyne solved it: The system was built to handle multiple scenarios — purchases over and under €400,000, new builds, apartments, and auction properties. Each option was carefully structured to reflect realistic fee estimates, while still making clear that figures were subject to confirmation by a solicitor.

Lesson: Digitisation must not come at the cost of accuracy. Firms should take time to map their fee structures fully before implementing technology.

Challenge 2: Balancing simplicity with compliance

Clients want clarity and speed, but solicitors must also meet strict professional and regulatory obligations. Identity checks, anti-money laundering rules, and GDPR all apply to onboarding.

The risk: A system that prioritises convenience without safeguards could expose the firm to regulatory issues.

How Coyne solved it: Compliance was embedded into the design. Document uploads are encrypted, access is restricted, audit logs are maintained, and clients receive clear privacy notices.

Lesson: Compliance must be treated as a design principle, not an afterthought.

Challenge 3: Client adoption

Not every client is equally comfortable with digital tools. While many welcome the convenience, others may hesitate to upload documents online or struggle with mobile interfaces.

The risk: A poorly designed system could frustrate less tech-savvy clients, leading to drop-offs.

How Coyne solved it: The system was built with mobile-first, plain-language design, making it intuitive even for clients with limited digital experience. Staff were also available to support those who preferred traditional methods.

Lesson: Design for inclusivity. Technology should simplify, not complicate, the client journey.

Challenge 4: Staff training and change management

Introducing new systems affects not only clients but also staff. If team members are not confident using the technology, adoption will falter.

The risk: Staff might revert to old habits, undermining the investment.

How Coyne solved it: Training sessions ensured that every member of the property team understood how the system worked, from receiving notifications to accessing documents securely. Importantly, the system was designed to reduce — not increase — their workload.

Lesson: Digital transformation is as much about people as technology. Staff buy-in is essential.

Challenge 5: Technical integration

Most law firms already use case management systems, accounting software, and other tools. Adding digital onboarding into the mix can create duplication if not integrated properly.

The risk: Staff may end up entering the same data in multiple places, losing the efficiency gains.

How Coyne solved it: The quoting and onboarding platform was built on a flexible architecture (Next.js with back-end integration) that allows data to flow securely into existing systems.

Lesson: Consider integration early. Technology should reduce duplication, not add to it.

Challenge 6: Managing expectations

Publishing online quotes inevitably increases enquiries, but not every enquiry will convert into a client. Some clients may use the tool to compare firms without intending to instruct.

The risk: Firms might feel disappointed if initial conversion rates do not match expectations.

How Coyne approached it: By treating online quotes as a pipeline generator, the firm recognised that even a modest conversion rate from higher enquiry volumes produces meaningful growth. Over time, optimisation and follow-up processes can improve results further.

Lesson: Digital intake is about building volume and opportunity. Success is measured over time, not just in immediate conversions.

Challenge 7: Continuous improvement

Technology is never “finished.” Client expectations, regulations, and competitive pressures change.

The risk: A system that is not reviewed regularly will quickly feel outdated.

How Coyne addressed it: Feedback from both clients and staff is collected and used to refine the process. Adjustments are made to fee structures, messaging, and workflows as needed.

Lesson: Treat digital onboarding as an evolving service, not a one-off project.

Final thoughts

Digitising client onboarding offers clear advantages, but it also requires careful planning. Coyne Solicitors’ experience highlights the challenges firms are likely to face: mapping complex fees, embedding compliance, supporting clients, training staff, integrating systems, managing expectations, and committing to continuous improvement.

For solicitors considering similar steps, the key is preparation. By anticipating these challenges and addressing them directly, firms can enjoy the benefits of digital intake — more enquiries, smoother onboarding, and stronger client relationships — without compromising on accuracy or professionalism.

The future of legal services is not simply digital; it is digital done right.

⚖️ This article is intended for general information purposes only and does not constitute legal advice.