Rhodes & Walker has reduced client onboarding times to as little as 37 minutes following the implementation of Minerva’s intelligent client onboarding platform, helping the firm deliver a faster, more efficient experience for clients, staff and referrers.
As client expectations continue to evolve, the firm recognised an opportunity to modernise a traditionally manual onboarding process that relied on paper forms, printing, scanning, posting and manual data entry. Seeking a solution that could bring onboarding, compliance and payments together within a single digital journey, Rhodes & Walker selected Minerva.
The results have been immediate. Director Darren Mavin sums it up: “Our fastest onboarding. 37 minutes. 37 minutes.”
By digitising key stages of the onboarding process, Rhodes & Walker has streamlined the journey from instruction to matter opening, helping clients complete onboarding more quickly while reducing administrative burden across the business.
For Darren, one of the biggest advantages was Minerva’s ability to bring multiple processes together within a single platform.
“Everything we needed was all just done under one roof.”
The firm now uses Minerva to manage digital onboarding forms, identity verification, AML checks, source of funds verification and online payments, creating a more connected experience for both clients and staff.
“The payment solution is brilliant.”
The integration of Thirdfort within the Minerva platform has been another key benefit, helping to simplify identity and source of funds checks as part of the wider onboarding process.
“For me, the best ID and source of funds solution you’ve brought into Minerva is Thirdfort, so it completely matches the firms’ needs.”
Beyond the technology itself, Rhodes & Walker credits the success of the project to the support received throughout implementation.
“The onboarding itself for the firm and staff was brilliant – it was just so seamless, nothing was too much trouble, It just felt like everybody was there to help.”
The platform has also enabled the firm to respond faster when dealing with time-critical matters.
“It really helped us because we had a really urgent case to turn around. Our client came from another firm and needed things to move fast – we managed to get from instruction to completion within two days.”
As well as helping improve speed and efficiency, the move to digital onboarding has been positively received by clients, staff and professional referrers.
“It’s been universally received well with clients, with members of staff and our referrers as well.”
The firm believes that providing a modern, convenient onboarding experience is becoming an increasingly important point of differentiation for legal practices looking to meet changing client expectations.
“It has given us that edge.”
Ben Mill, chief commercial officer adds; “It’s been great getting to know the Rhodes & Walker team, and we’re delighted to welcome them into the Minerva community.
For us, this is about more than onboarding a new firm onto the platform, it’s about building a space where firms feel genuinely part of the technology we’re developing and engaging them fully in that journey from day one. For Rhodes & Walker, the move to Minerva has been about more than replacing paper processes. It has helped create a faster, more connected onboarding experience that supports clients from the very first interaction, while giving the firm a stronger foundation for future growth.”
More and more firms are working with Minerva and the team behind the platform – law firm services. Find out how your firm can grow, deliver an exceptional client experience, and retain more clients. Contact the team today.
This article was submitted by Minerva as part of an advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the advertiser and not those of Today’s Conveyancer.
