Practitioner Spotlight

Claire Shepherdson-Bull

C&R Settlements

We sat down with Claire to talk through how things are running day to day in her office.

Running a conveyancing practice across two locations, one in the Perth metro and another in regional WA, her team is managing multiple portfolios, with the usual mix of moving parts that come with settlement work.

Like most offices, that’s historically meant working with the information at hand, piecing things together as they come in, and adapting as the file progresses.

In this conversation, Claire shares her experience using Conveyancing Concierge Australia within that environment. How it fits into her existing process, what’s changed along the way, and where it’s made a noticeable difference.

A practical look at how one office is approaching onboarding, workflow, and early visibility in real terms.

Q: In your specific role and from your own perspective, how has CCA changed your day-to-day work?

Claire: I've added it to my role specifically as part of my upcoming AML responsibility for risk assessment.

Q: If you were explaining CCA to another conveyancer, how would you describe its value in one or two sentences?

Claire: It makes our jobs so much easier, saves time and stress. I wouldn't open a file without it now.

Q: If a conveyancer said, “We’re too busy to implement anything new,” what would you say to them about CCA?

Claire: It took me about five minutes to set up. Now we flick a QR code via an email template instead of a PDF form that we never get back. One click and it's sent.

Q: How does this compare to your previous process?

Claire: We don't prepare documents until the CCA Declaration is returned so we know everything is correct. We previously worked with the info we had and often had to amend things.

Q: How are your clients responding to CCA onboarding?

Claire: Clients are finding it clear and easy, ask fewer questions, and are more proactive as they know what’s required early

Q: How much time do you estimate CCA saves your office each week?

Claire: 5-10 hours a week

Q: Please describe what contributes most to any change in stress.

Claire: Not having to search for information, confidence that everything I need is already in my hands

Q: Compared to your previous onboarding process, has using CCA affected your day-to-day stress levels?

Claire: Significantly reduced

Q: How did your office previously onboard clients?

Claire: Sales Advice Sheet,

Phone calls / manual data entry,

PDF or printed client forms

Q: Before using CCA, what were the biggest challenges or frustrations in your workflow?

Claire: Chasing missing information,

Clients not understanding obligations,

Reworking files after issuing documents,

Underquoting from limited upfront information,

Manual data entry.

Q: Since using CCA, which areas of your workflow have improved?

Claire: Earlier visibility of non-standard circumstances,

Clients providing full scope upfront,

Improved client experience,

Improved office professionalism,

Less time spent chasing missing information,

Fewer client queries due to better-prepared clients,

More organised and consistent workflows,

Smoother settlements overall

Q: With increased AML/CTF obligations and audit expectations, does CCA give you greater confidence in your early assessment records?

Claire: Yes!!!

Q: Is there anything we could improve to make onboarding your office smoother?

Claire: Nope, it was absolutely perfect.

Q: How would you rate the overall value CCA provides your office relative to its cost?

Claire: Excellent value