How Robyns Owen Built a Growing Multi-Office Firm using Osprey

Why Osprey?

Chosen from inception, Osprey stood out for one reason above all others: it combined case management with a full accounts package.

“None of the other systems had the office accounts package. The idea that you’ve got a case management system that’s also got a full accounts function – producing profit and loss, balance sheets, VAT returns, year-end accounts at the push of a button – that was the big draw.”

For a new firm getting off the ground, having financial reporting built in rather than bolted on was a practical necessity.

“Lots of case management systems will tell you what you’ve brought in and what your fees are. But if you’ve got your outgoings as well – that’s a far bigger picture that is better managed in one system.”

They also looked at other providers, which Gilly found didn’t align with what the firm needed. Ultimately, four things sealed the decision:

“The office accounts package, the integration with InfoTrack, the client portal, and the workflows. Those four things have really helped – especially with conveyancing and how we run our files.”

A System Built Into the DNA of the Firm

With Osprey as the central platform from day one, it’s become inseparable from how the firm works. When Winrows Law acquired Robyns Owen and the two merged, Osprey was already running – there was no system migration to manage, no parallel operation to juggle. The platform simply expanded with them.

“Osprey is already there. New staff just get new licences and email addresses and everybody gets added on.”

That scalability has proved its worth through a period of significant change. As the firm heads towards a fifth office in Bangor, the groundwork is already laid.

“Things in theory should be easier now – Osprey is already there.”

For a firm still in the middle of its growth story, having a system that scales without friction isn’t just convenient, it’s a competitive advantage.

Workflows: The Engine Room

Sarah Scott, Legal Secretary, is the person who knows Robyns Owen’s workflows inside out. Sarah has led the build and ongoing development of the workflow setup and has helped to build an efficient and consistent operation for the firm and the team.

“The workflows – I swear by them. They’re a saving grace.

“It’s a streamlined process from start to finish – all the way to exchange and completion. Nothing gets forgotten. Everything gets saved in the background. It works really, really well.”

From the moment a memorandum of sale comes in from an estate agent, the entire conveyancing process flows through Osprey’s workflow engine. Files are opened, client care letters go out, ID checks are triggered via the InfoTrack integration, enquiries are managed, searches are ordered and automatically saved to the matter history, and completion statements feed directly into the accounts.

The workflows are also configured to update clients automatically at each stage – removing the need for constant phone calls and keeping everyone informed without extra effort.

“We set it up so that emails go out to clients letting them know where they are. Same with the estate agents. There are prompts for the team as well – so nothing gets overlooked.”

For the firm, the workflows have become genuinely non-negotiable. Sarah explains:

“They’re essential to everything we do – with all our templates saved in one place, everyone across the firm is running the same process, the same documents going out across all offices. We’d be lost without them now.”

Building and Adapting Workflows

One of the concerns many firms have about workflows is the setup – whether it’s too technical or time-consuming to build and maintain. Sarah’s experience was the opposite.

“Once I was showed how to adapt them, I found it very easy. If there’s anything we need to add, it’s very easy to just input it – and then the workflow carries on as normal going forward.”

The firm worked closely with the Osprey team in the early stages to structure the workflows correctly, and has continued to iterate as the firm’s needs have evolved.

“We’ve adapted the workflows to be as efficient as possible, with reminders and prompts built in. They’re spot on – they work really, really well for us.”

The Osprey Client Portal: A Competitive Advantage

Robyns Owen uses Osprey’s client portal as a live window into the progress of each matter and it’s become a genuine differentiator in their local market.

“No other firms in the area offer it, so we do have that edge. Clients are really happy to be able to see the progression of their case. As each workflow stage goes green on our side, they can see it go green on theirs too, even though we’re working behind the scenes.”

The benefit extends to the estate agents the firm works closely with – a group that typically generates a high volume of chasing calls during conveyancing transactions.

“The estate agents are very happy that we’ve got the portal so they can check in. It means we don’t have to have phone calls all the time, it frees us up to do more work and be more efficient. We’ve had some really good experiences with it.”

Support: There When It’s Needed

The early months of any new firm are demanding, and Gilly credits Osprey’s support team for being consistently available during that period.

“We’ve been very happy with the support. In the very beginning, when we were learning the system, we were getting in contact quite often. We’d raise tickets and they were always back the same day. Osprey has offered loads of training as well — on the workflows and on how to navigate. We always have good support from Osprey.”

Why Osprey Was There From the Start and Will Be There for What’s Next

In less than two years, Robyns Owen has gone from a single-office startup to a four-office practice with a fifth on the way and Osprey has scaled with them at every stage. For Gilly, the system’s ability to flex to the firm’s needs, rather than the other way around, has been the defining factor.

“We’ve adapted Osprey to how we want to use it — and that’s made all the difference.”