Embracing change with Thurstan Hoskin Solicitors

After the huge increase in remote workflows in 2020, for many businesses, the road to digitisation hasn't always been linear. With client experience and maintaining tradition top of mind for many regional law firms, the challenge of implementing technology has continued to be approached thoughtfully and cautiously. 

For Jacob Archer-Moran and the team at Thurstan Hoskin Solicitors, this challenge became an opportunity that would begin with the transformation of their approach to client onboarding and anti-money laundering (AML) and eventually lead to a shift in mindset across the firm.

Then and Kernow, combining tradition and technology

Thurstan Hoskin Solicitors, an independent law firm deeply rooted in Cornwall for nearly half a century, has always prided itself on personal service and local connections. With offices in Redruth, St Agnes, and Hayle, the firm serves clients across Cornwall and beyond. However, like many regional firms, they face the challenge of modernising their processes while maintaining their commitment to personal service.

Beyond the A30: the road to digital transformation

The transformation began with a careful evaluation of the firm's needs as Jacob recalls:

The solution came in the form of a comprehensive dual digital and in-person onboarding system, combined with electronic ID verification technology. However, Jacob emphasises that the transition wasn't about completely overhauling existing processes, but rather enhancing them:

A balanced and flexible approach

One of the key insights from Thurstan Hoskin's experience is the importance of maintaining flexibility.

The results have been impressive:

• Significant decrease in onboarding time

• Improved security for client data

• Enhanced compliance monitoring

• Greater client satisfaction

• Reduced administrative burden on staff

Practical advice for firms considering digital transformation

Based on Thurstan Hoskin's experience, Jacob offers several key pieces of advice for firms considering similar changes:

1. Start small and build gradually

   " Take your time and think about what works best for your firm. There are many providers out there, and it's important to find the one that primarily aligns with your needs but also considers the needs, expectations and ease of use for your clients."

2. Consider your client base

   "Understanding your clients is crucial. Create a system that accommodates different levels of technical comfort while maintaining efficiency."
   

3. Support your team

   "Initially, staff might be apprehensive about new technology. Proper training and ongoing support are essential for successful adoption. It might take extra time to train some staff but it's essential that no one is left behind or feeling like they don’t understand the process because these are the people you rely on to ensure your policies are adhered to. Your team are also the first port of call for clients with questions so its important that they can clearly explain the process and requirements to in a way they understand"
   

4. Maintain human connection

   "Technology should enhance, not replace, personal interaction. Everything we've implemented remains human-led, with technology supporting rather than driving the process."
   

5. Don’t be scared, patience is key

   "Change takes time, especially in traditional sectors like law. We've seen that once people understand the benefits, the initial fear goes away and they wonder why we didn't implement these changes sooner.” 

Breaking down stereotypes

One of the most important lessons from Thurstan Hoskin's experience is the need to challenge preconceptions about technology adoption in regional areas, while maintaining client relations and not alienating prospective and returning clients. "There's an outdated stereotype that regional firms, longstanding practitioners and their clients are resistant to technology," Jacob observes. "We've found that people of all ages can and do adapt to new systems when they're implemented thoughtfully, and the correct support and training is given."

Looking forward

The success of their digital transformation has opened new opportunities. Local estate agents, impressed by the firm's modern approach, are now seeking advice on implementing similar systems. "It's about finding the right balance," Jacob concludes. "You don't have to choose between being a traditional firm and embracing technology – you can do both successfully."

For law firms standing at the crossroads of tradition and technology, Thurstan Hoskin's experience offers an encouraging message: digital transformation doesn't have to be overwhelming. With careful planning, consideration for client needs, and a balanced approach, firms can modernise their processes while maintaining their core values and personal touch.