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A guide to onboarding new clients using Osprey 

Updated Sep 22nd, 2025

How to manage enquiries, compliance checks, and client onboarding in one platform. 

Who is this guide for? 

This guide is for practice managers, compliance officers, fee earners, and support teams responsible for handling enquiries and onboarding new clients. 

Client onboarding sets the tone for your entire relationship. A consistent process reduces risk, ensures a consistent brand experience, saves time, and ensures compliance from the very first interaction.  

This guide outlines seven best practices for using Osprey to streamline the onboarding journey. 

This guide covers: 

  • Prospect management and enquiry workflows
  • Perfect Portal and Minerva integration 
  • Data capture and accuracy 
  • Tracking follow-ups with key dates 
  • Standardising communication with templates 
  • Completing compliance checks with InfoTrack 
  • Issuing client care letters 

Prospect management and enquiry workflows 

Use a prospect file in Osprey to capture and progress enquiries before they become live matters. 

  • Log enquiry details and assign responsibility at the earliest stage. 
  • Keep prospects separate from live clients until instructions are confirmed, improving clarity and compliance. 
  • Progress enquiries consistently using the enquiry workflow, which ensures every contact is handled the same way, reducing the risk of missed steps. 
  • Schedule and track follow-ups with key dates so no lead is overlooked, improving conversion rates. 
  • Monitor enquiry status and outcomes through reporting tools to identify trends, measure response times, and optimise new business performance. 

Convert prospects to live files using Go Live, so all history is retained without duplication. 

How-to guides to managing enquiries in Osprey 

Making a prospect file live > 
Create and edit a workflow > 

Perfect Portal and Minerva integration 

Speed up quoting and avoid duplicate data entry with the Perfect Portal or Minerva integration. 

  • Approved quotes can be converted into live matters seamlessly. 
  • Information captured at the quote stage is retained, improving accuracy and efficiency. 
  • Clients benefit from a professional and consistent intake process from the very first interaction. 
  • The workflow step in Osprey is automatically pushed back to Perfect Portal so clients can see the progress of their matter in real time. 
  • This integration ensures clients receive a professional and consistent onboarding experience from the very first interaction, while your team benefits from improved efficiency and reduced risk of error. 

Have you explored the Perfect Portal or Minerva integration?  

Leads and quotes created in Perfect Portal or Minerva can be transferred automatically into Osprey, saving hours of manual data entry each week. Approved quotes convert seamlessly into live matters, and all information captured at the quote stage is retained for accuracy and efficiency. 
To get this integration enabled for your firm, contact your CSM — they can help set it up and configure it for your processes. 

Find out more about our client onboarding integrations:  

Perfect Portal integration > 

Minerva integration

Data capture and accuracy 

Accurate client and matter data underpins compliance and efficiency. 

  • Use custom data fields and client/matter extensions to capture the information your firm requires. 
  • Configure compulsory fields to ensure critical details cannot be missed. 
  • Data entered once flows through to client and matter records and auto-populates documents, forms, and emails. 
  • Use custom data pages where repeating information is needed, such as for multiple contacts or assets. 

Use automatic follow-ups in workflows to schedule key dates for prospects. This helps the team stay organised and ensures follow-ups are never missed. If this isn’t yet set up for your firm, your CSM can assist with enabling it. 

How-to guides to to capture data accurately from the outset in Osprey 
Create custom questionnaires > 
Custom data pages >

Tracking follow-ups with key dates 

Follow-ups and reminders are easily managed with Osprey’s key dates.

  • Record key dates against prospects or client files to track calls, meetings, or onboarding milestones. 
  • When used within a workflow, automatic key dates can be created to ensure chases and follow-ups are scheduled without relying on memory. 
  • Assign tasks to individuals or teams so that ownership is clear. 
  • Use colour-coded task lists to manage daily workloads and prioritise deadlines. 
  • Sync key dates with Outlook calendars to increase visibility across the teams. 

Automatic follow-ups can be set directly in your workflows, reducing manual tasks and ensuring consistency. If you haven’t configured these yet, you can enable them quickly in Osprey — it only takes a few clicks and helps keep every prospect on track. 

How-to-guides to track follow-ups with key dates in Osprey 

Add and manage key dates >
Show key dates in Outlook > 

Standardising communication with templates 

Professional, consistent communication builds client confidence and protects compliance. 

  • Create document templates for client care letters, terms of business, and onboarding forms that auto-populate with client and matter data, reducing errors and rekeying. 
  • Use email templates for acknowledgements, confirmations, and requests for information to ensure tone, content, and accuracy are consistent across the firm. 
  • Send SMS messages through Osprey to remind clients of meetings, request documents, or chase outstanding checks, improving response times. 
  • Templates ensure every client receives the same firm-level brand experience. Staff no longer send out their own versions, reducing the risk of outdated logos, incorrect fonts, or inaccurate content. 
  • For example, if a client care letter includes your terms of business, using a centralised template ensures the latest version is always sent, avoiding compliance issues or process errors. 
  • All correspondence is saved automatically to the matter history, creating a complete and auditable record of client communication. 

Centralised templates save time and ensure every client receives consistent, compliant communication. Using them prevents errors like outdated logos, old branding, or incorrect terms. If your templates aren’t yet standardised across the firm, contact your CSM to review and update them 

How-to-guides for standardising communication with templates 

Linking fields to your standard documents > 
Create a new standard document > 
Set up and use email templates > 
Sending an email from Osprey > 

Completing compliance checks with InfoTrack 

Meet your ID and AML obligations quickly and securely without leaving Osprey. 

  • Carry out your conflict check in Osprey before proceeding, ensuring you’re clear to act and remain compliant with SRA standards. 
  • Once cleared, launch InfoTrack directly from the Osprey matter to complete ID verification, AML, and Source of Funds checks. 
  • Use InfoTrack’s ECOS (Electronic Client Onboarding Solution) to distribute your client care pack, obtain digital signatures, and verify ID in a single, client-friendly process. 
  • All results and completed checks are automatically returned to the Osprey matter history, maintaining a full audit trail without duplicate data entry. 
  • Reduce risk by relying on InfoTrack’s continually updated compliance tools, ensuring your firm meets regulatory obligations from the very start of the client relationship. 

Have you tried the InfoTrack ECOS integration? It allows ID, AML, and onboarding checks to be completed directly within Osprey, reducing manual work and keeping all results automatically in the matter history. To get this enabled for your firm, speak with your CSM. 

How-to-guides on completing compliance checks in Osprey & Infotrack 

Recording conflict checks in Osprey > 

Performing an InfoTrack Search > 

Issue client care letters 

Once compliance checks are complete, issue a client care letter to confirm instructions. 

  • Produce the letter from a document template to ensure accuracy and consistent branding. 
  • Merge client and matter fields automatically to avoid re-keying information. 
  • Send the letter directly from Osprey by email or post, and save a copy to the matter history. 
  • Configure whether producing the letter records time automatically, helping you capture billable activity. 

Quick win: If your team still creates these manually, switch to templates — it’s one of the easiest ways to save time and reduce errors firm-wide. 

How-to-guide on issuing client care letters 

Produce a document > 

Time record > 

Optimising client onboarding with Osprey Approach 

A clear, consistent onboarding process benefits both your firm and your clients. By using Osprey’s enquiry workflows, Perfect Portal or Minerva integration, custom data capture, key dates, templates, InfoTrack compliance checks, and client care letters, you can deliver a professional experience that reduces risk and builds strong client relationships from day one. 

Want to see Osprey in action? 
Attend our monthly live demo to learn tips, tricks, and best practices for using Osprey efficiently. See the latest features in use, and get guidance on how your firm can make the most of them. 

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