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Practitioner Spotlight
Kylie Lathby-Cook |
Coast to Coast Settlements
“It enhances our customer service and the personal touch because clients feel like we understand their transaction better.”
Why Coast to Coast Settlements made CCA part of its client onboarding
Earlier visibility. Less chasing. Better prepared client conversations.
Kylie Lathby Cook is the licensee of Coast to Coast Settlements in Fremantle and Midwest Settlements in Geraldton. After using Conveyancing Concierge Australia for over a year, she says the platform has become a valuable part of how her team understands each settlement from the outset.
“It really has exceeded my expectations.”
Before CCA, Kylie’s team often relied on emails and follow up questions to piece together the full picture. Important circumstances could easily remain undisclosed unless someone knew exactly what to ask.
CCA prompts clients for the information conveyancers need early, including circumstances involving related parties, deceased estates and separation. It then gives the office organised responses and risk insights before the settlement is properly under way.
“I was actually really surprised by the scope. Everything’s just covered.”
The team sees the settlement more clearly, sooner
For Kylie, the real value is not simply collecting information. It is knowing what the team may be dealing with before committing time, setting expectations or beginning detailed work.
That earlier visibility can reveal when more information is needed, when the scope may be greater than first expected, or when the office should consider whether the settlement fits its risk appetite.
“It provides all the answers that we need to know upfront, so we don’t have to go backwards and forwards.”
Clients complete it, without the feared pushback
A common concern with any new onboarding process is whether clients will resist it. Kylie’s experience has been the opposite.
“Probably 95% of our clients do it without any drama or any issue. They seem to do it really quickly.”
That means less chasing for her PA, Toni, and less time spent waiting for scattered replies. Clients can provide the required information through a structured process, while sensitive details are kept out of ordinary email chains.
It strengthens the personal touch
Kylie still prefers to meet her clients. CCA does not replace that relationship. It removes the need to spend the meeting working through a long list of basic questions.
Instead, she can begin the conversation already familiar with the client’s circumstances and focus on what genuinely needs discussion.
“It enhances our customer service and the personal touch because it makes clients feel like we understand their transaction.”
Considerable time saved, with information ready to use
When a client calls, Kylie or her team can quickly review the onboarding information and speak with context. Her administrative team also has the details it needs to prepare documents and progress the file, without repeatedly going back to the client.
“It’s absolute value for money. The time it saves really is considerable.”
The verdict from Coast to Coast Settlements
CCA gives the team earlier insight, reduces avoidable administration and helps clients understand that a settlement involves far more than signing a few documents. Most importantly, it allows Kylie’s team to deliver a more informed and personal service from the first meaningful conversation.
Could CCA give your office the same head start?
Discover how CCA helps WA conveyancers collect the right information earlier, identify potential risks and spend less time chasing clients.
