Kelly Rackstraw

Jan 31
2 min read

Practitioner Spotlight

Kelly Rackstraw | Oceanfront Conveyancing

“We’ve had zero push back!”

How Oceanfront Conveyancing changed the way clients engage with onboarding.

When Kelly Rackstraw from Oceanfront Conveyancing first introduced Conveyancing Concierge Australia into the office, it wasn’t because they had no onboarding process already.

Like many established conveyancing offices, Oceanfront had long used questionnaires and client forms to gather information upfront. But despite that, there was still a familiar pattern playing out behind the scenes.

Information arriving from different directions. Clients needing repeated reminders. Files being revisited once more details surfaced. And staff spending large parts of the day prompting clients to complete tasks they didn’t yet understand the importance of.

Before implementing CCA, Oceanfront, like many conveyancing offices, relied on a combination of sales advices, emails, printed forms, phone calls and manual data entry to piece together the full picture of a transaction.

And as any conveyancer knows, that usually means something gets missed until later.

What surprised Kelly most after bringing CCA into the workflow wasn’t just the operational improvements. It was the way clients responded to it.

“The way our clients have embraced CCA is what is most extraordinary.”

That’s not something conveyancers say lightly. Because historically, onboarding can be the part clients resist the most. Requests for VOI, discharge authorities, ATO certificates, signing documents or uploading information often end up delayed simply because clients don’t yet understand why those things matter.

Kelly describes it perfectly:

“Our requests are often on repeat as clients inevitably put these in their ‘too hard basket’.”

But with CCA, clients are introduced to those obligations much earlier in the process and in a way that feels clearer and easier to follow.

The result?

“We have yet to have a single client push back in onboarding through CCA.”

Oceanfront also noticed something else almost immediately. Information started arriving back faster.

In most cases:

“Clients complete onboarding, upload documents and send contracts, all before agents even issue instructions.”

Kelly says the process is now “a lot more user friendly and informative” and estimates the office saves between five and ten hours every week through reduced follow ups, less rework and fewer missing details.

More Importantly, she says:

“It has been revolutionary for our office. Our clients find CCA easy and informative. Our office has experienced reduced interruption, and increased productivity, organisation and efficiency.”

And that reduction in mental load matters. Because for many settlement offices, the exhaustion comes from hundreds of tiny interruptions spread across every file at once.

Kelly also spoke openly about the direction the industry is heading, particularly with increasing AML obligations and audit expectations looming over the conveyancing sector.

For Oceanfront, structured onboarding and earlier transaction visibility are becoming less of a “nice to have” and more of an operational necessity.

As Kelly explained: