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- Oct 7, 2025
- 4 min read
Updated: May 29
Best Practice for Client Onboarding via CCA
Every office using Conveyancing Concierge Australia (CCA) is issued a unique onboarding link. This link is tied directly to your office and ensures all client submissions are delivered securely into your dashboard.
How you introduce and share this link with clients can make a significant difference to onboarding completion rates, client experience, data accuracy and overall workflow efficiency.
The firms getting the best results from CCA all have one thing in common:
They make onboarding part of the settlement process from day one.
1. Add an “Accept Quote” Button to Your Quote
This is currently one of the most effective methods used by CCA offices.
When a client accepts your quote, they are immediately directed into onboarding while momentum is high and before delays creep in.
This reduces follow up, speeds up file preparation and creates a smoother first impression.
2. Send a PDF with Your Link via SMS and Email
Many offices choose to send clients a branded PDF containing their onboarding link or QR code immediately after appointment.
This gives clients a professional reference point and reduces the risk of clients clicking suspicious looking links from within the body of emails.
Best practice is to:
• Send from your normal office communication channels
• Include your office contact details
• Encourage clients to contact your office directly if unsure
• Keep wording simple and professional
A short example might read:
Please complete your secure onboarding within the next 24-48 hours so we can begin preparing your settlement file.
3. Use QR Codes on Business Cards
Some offices print dedicated onboarding cards with their office QR code.
These are commonly provided to those who refer work to you regularly:
• Real estate agents
• Mortgage brokers
• Developers
• Referral partners
This allows clients to begin onboarding immediately after signing a contract and appointing your office.
It also removes unnecessary back and forth chasing for information later.
4. NFC Cards for High Referral Relationships
Some firms have taken this a step further by providing referral partners with branded NFC cards.
The client simply taps the card with their phone and is taken directly to onboarding.
This works particularly well where strong relationships exist with:
• Real estate agencies
• Developers
• In house sales teams
• Builder partnerships
It creates an extremely streamlined handover experience for the client.
5. Add the Link to Your Website Footer
Some offices choose to place their onboarding link permanently on their website.
Common placements include:
• Homepage buttons
• Website footer
• “Start Your Settlement” pages
• Contact pages
• Client portals
This gives clients a trusted and familiar place to begin onboarding without relying solely on emailed links.
Keep Your Office Link Secure
Your unique office link should only be shared through trusted client channels.
Avoid posting your onboarding link publicly and out of your control, such as:
• Social media
• Open community groups
• Public forums
• Unrestricted advertising
Every completed onboarding submission is processed as a live submission against your office account, including duplicate, test or incorrect entries.
Avoid Sending Links in the Body of Emails
Avoid inserting your onboarding link directly into the body of standard email correspondence.
In a recent article by Australian Conveyancer, WA Commissioner for Consumer Protection Trish Blake stated that the industry should move away from relying on email communication during property transactions and instead use secure portal style systems with authentication measures.
The Commissioner warned:
“The e-mail is where the vulnerability sits now.”
Consumer Protection WA has also repeatedly warned the property industry about payment diversion and email interception scams, where criminals impersonate conveyancers or agents and alter payment instructions or links.
For this reason, CCA encourages offices to avoid sending their unique office link within the body of an email and instead direct clients through trusted and verified channels.
Helping Clients Understand Why It Matters
Some clients may see this as an unnecessary task. It’s important they understand this information forms part of the professional onboarding and compliance process now expected within property transactions.
The accuracy of the information provided can directly impact:
• Legal documentation
• Settlement preparation
• Compliance decisions
• Communication instructions
• Transaction timelines
Clients should therefore complete onboarding honestly, carefully and in full.
Where required, you may also wish to refer clients to AUSTRAC’s public guidance regarding customer onboarding and AML/CTF obligations within regulated industries.
Final Tip
The offices getting the strongest results from CCA generally make onboarding the very first operational step before opening or fully building the file inside their operating system.
Why? Because once the client submits their onboarding, CCA has already structured, formatted and organised much of the information your team would otherwise manually enter themselves.
Rather than:
• Opening the file
• Manually typing client details
• Entering property information
• Double handling contact data
• Then cross checking everything again once onboarding arrives
Many offices now wait for the CCA submission first.
This allows staff to copy and paste auto-formatted information directly into their operating system, reducing repetitive data entry, minimising human error and avoiding unnecessary double handling.
It also means your team is working from the client’s completed disclosure from the beginning, rather than trying to reconcile information from multiple emails, phone calls and forms later in the transaction.
They position it as the official starting point of the settlement process.
The earlier clients complete onboarding, the earlier your office gains visibility over the transaction, potential risks, required documents and client circumstances.
That visibility is where the real operational value sits.
For further insight:
Consumer Protection WA Scam Warning Bulletin
Guidance regarding cyber scams, email interception and payment redirection fraud impacting the property industry.
Australian Conveyancer article:
“Radical plan to stop scammers by stopping emails in property deals.”
This article discusses increasing cyber security concerns within property transactions and commentary from WA Consumer Protection regarding email vulnerabilities.
AUSTRAC Customer Poster for Tranche 2 Entities:
“Helping prevent money laundering and financial crime.”
This resource explains why businesses may ask clients for additional information and documentation during onboarding and compliance processes.
