From Quote to Client: How Coyne Solicitors Streamlined Online Onboarding

Buying or selling a home is rarely a simple process. For most clients, the conveyancing journey begins with a fee estimate, but the real challenge often comes immediately afterwards. How do they move from “interested” to “instructed” without delays, unanswered questions, or administrative hurdles?

Traditionally, there has been a gap between receiving a conveyancing quote and formally instructing a solicitor. Clients might receive their estimate by email, reply to confirm they want to proceed, and then wait for the solicitor’s office to request documentation. This process could take days, sometimes longer, leaving clients uncertain about whether their matter was really under way.

Coyne Solicitors in Lucan recognised this challenge. They saw that while transparent quotes are important, the real opportunity was in what happened next. By adding online onboarding directly after their conveyancing quote calculator, they built a seamless journey: from receiving an estimate to safely uploading documents and opening a file in one sitting.

The traditional gap between quote and instruction

Until recently, most firms followed a familiar pattern:

1. A prospective client phoned or emailed to request a quote.
2. A fee estimate was prepared and sent, often manually.
3. The client confirmed they wished to proceed.
4. The solicitor’s office followed up to request proof of ID, property details, and other documentation.
5. The file was finally opened once all paperwork had been received.

This process was serviceable, but it left plenty of room for delay. Clients could become disengaged or even decide to shop around while waiting. From the solicitor’s perspective, every extra step was another potential point of friction.

A new approach: online onboarding

Coyne Solicitors wanted to simplify that journey. Their solution was to link the quoting process with onboarding. After a prospective client receives a fee estimate through the online calculator, they are immediately presented with a “Proceed” button.

Clicking it opens a secure digital intake system where clients can:

• Provide essential details, such as the property address and purchase or sale price.
• Upload identification and property documents safely through encrypted connections.
• Receive immediate confirmation that their solicitor has the information needed to open their file.

For clients, this creates peace of mind. They know the process has started as soon as they decide to proceed. For the firm, it reduces the risk of quotes going cold and saves considerable time previously spent chasing paperwork.

Why security matters

Moving client onboarding online naturally raises concerns about confidentiality and compliance. Coyne’s system was therefore designed with security and data protection as central requirements.

• Encrypted transfer ensures that sensitive documents such as passports and proof of address are safe from interception.
• Access controls mean that only authorised members of the property team can view uploaded files.
• Audit trails provide a clear record of every action, supporting compliance obligations.
• GDPR compliance is built in, with clear privacy notices and secure data storage.

This approach reassures clients that their personal data is protected, while allowing the firm to work more efficiently.

Client benefits

The response from clients has been positive, with three benefits mentioned most often:

• Convenience – They can begin the process at any time, without waiting for office hours.
• Clarity – The steps are laid out in plain language, avoiding unnecessary complexity.
• Confidence – Clients feel reassured knowing their solicitor is instructed and their file is open without delay.

For clients making one of the most significant financial decisions of their lives, this combination of clarity and security makes a meaningful difference.

Benefits for the firm

For Coyne Solicitors, online onboarding has been equally valuable:

• Faster file openings mean work can begin sooner, reducing bottlenecks in issuing contracts or engaging with lenders.
• Higher conversion rates as more prospective clients follow through from quote to instruction.
• Reduced administration because staff no longer need to manually chase documents or re-enter client details.
• Capacity for better client service, freeing solicitors to spend more time advising and less time handling repetitive tasks.

Results in numbers

Since introducing their combined quoting and onboarding system, Coyne Solicitors have seen measurable improvements:

• From 0 to more than 20 conveyancing quotes generated each week.
• Around 30% of visitors to the calculator page proceed to request a quote, demonstrating strong engagement.
• A doubling of inbound calls and emails, covering not only conveyancing but other areas of practice too.
• A noticeable reduction in delays between quote, instruction, and file opening.

Not every quote becomes a client instruction, of course, but even a conservative close rate represents a meaningful increase for a busy practice. Just as importantly, the smoother process builds goodwill with prospective clients, positioning the firm as accessible, transparent, and modern.

Humanising digital intake

What is striking about Coyne’s approach is that it has not replaced the solicitor’s role. Legal advice and professional judgment remain at the heart of every transaction. The digital system simply makes it easier for clients to engage with that expertise.

For many clients, the reassurance of knowing their solicitor is already instructed — and that their matter is under way — is invaluable. For solicitors, the ability to spend less time on administration and more time advising is equally beneficial.

Looking ahead

The experience of Coyne Solicitors reflects a wider trend in the legal profession. Clients increasingly expect transparency, speed, and digital access, but without any compromise on security or professionalism.

Firms that can combine these elements — instant quotes, seamless onboarding, and secure handling of documents — are likely to stand out in an increasingly competitive market. They not only attract more enquiries, but also convert more of them into satisfied clients.

For Coyne Solicitors, the change has already reshaped how clients experience their first interaction with the firm. For the profession as a whole, it signals a shift towards a more accessible and client-friendly future.

Final thoughts

Conveyancing will always require careful legal work, but the journey into that process no longer needs to be slow or uncertain. By offering transparent quotes and secure online onboarding, solicitors can give clients the clarity they seek while streamlining their own operations.

Coyne Solicitors have shown how bridging the gap between quote and instruction creates benefits for both sides: clients feel reassured and in control, while the firm enjoys greater efficiency and stronger client relationships.

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