How Milner Elledge Solicitors has optimised its performance with Osprey Approach

By Legal Futures Associate Osprey Approach

For over 30 years, Milner Elledge has represented and supported clients across all child and family law matters. With offices in Romford and Dagenham, the team provides a safe space to discuss cases for private or Legal Aid matters.

Building digital-first processes

Milner Elledge first implemented Osprey Approach over 12 years ago. Senior paralegal, Georgia Smith, has used Osprey since joining the company in 2017 and has been key to ensuring the firm takes a digital first approach, including fully utilising the Osprey system: “We’ve always used Osprey and there’s never been a discussion about changing our software because we’ve always been happy with how it works, but nobody really knew its full potential.”

Georgia explains how lockdown was the catalyst for becoming a more digital firm: “The business was still busy and so [the directors] realised we needed to review our systems so we could go fully digital.

“Everyone needed access to case files because everyone was working from home and that was when we had the realisation that we had a system in place that we weren’t taking full advantage of.”

Like many firms, the pandemic highlighted how effectively teams could work when remote, but with the right digital tools to better service clients, improve collaboration, and increase efficiencies.

How to ensure your legal software investment adds value

For Milner Elledge, the pandemic was the perfect opportunity to review their current processes and their utilisation of Osprey’s features to improve their operational processes.

Georgia explains how they met with  Osprey for an account review meeting to discuss  how the firm could better utilise the system to meet their goals.

Recommendations were made from the initial meeting to help implement new features that would have the biggest impact. Georgia explains how important the unlimited training has been to the team: “We started implementing change by enrolling staff on training courses. The fact that the team could book themselves on any training when they had a spare minute meant we didn’t bombard everyone with training courses and they could do in their own time.

“We now also book all our new starters on an induction meeting with Osprey to get them set up and trained on the system straight away.”

Even though there are plenty more features Milner Elledge want to implement over time, Osprey has now become their core platform that houses all data, documents, and processes. “We’re now completely paperless. We use all aspects of the Osprey case management system, not just the accounts. If you need anything, it’s so much easier to search in Osprey. We used to have to get files from storage if clients wanted to reinstruct us – which was off site – but now they’re always right in front of us.

“To be honest, I don’t know how we’d function without having the Osprey system.”

Improved efficiencies, client service, and cashflow

A crucial goal for the firm is to attract new clients and improve their marketing efforts. A key component of effective marketing is quality service and with Osprey, the team can deliver a quicker and more convenient service for their clients.

Georgia says: “In family law, we often have clients who are vulnerable, irate, or stressed. Osprey makes it very quick for the team to deal with queries or questions because accurate data is stored centrally and accessible at a click of a button. That means we can reassure them quickly. When we were paper based that was a lot harder.”

Crucially, Osprey’s features like workflows, court bundles and email management increases efficiencies and saves time. Georgia explains why the court bundles feature is her favourite: “Osprey has cut the time it takes to create court bundles in half –  if not more – that’s why it’s my favourite. You can just drag and drop the documents and it’s done.”

Managing a hybrid team means flexibility and accessibility is important. The Osprey centralised cloud database enables effective collaboration so the team can deliver quality client service no matter where they work. “Everyone always has access to what they need,” explains Georgia. “If anyone goes on holiday and we need to progress a case, we’ve got all the documents and communications right there. It’s those little things that make you think, ‘why have we not done this before?’ “

Improved client service, increased efficiencies, and effective collaboration inevitably has a positive impact on profitability, but Milner Elledge has benefitted from improved cashflow using various features within Osprey, including the reduced printing and storage costs of becoming paperless.

Georgia also highlights how much easier and quicker it is to be paid for Legal Aid cases that previously were delayed for months: “We do a lot of Legal Aid work where we have to get our files sent off to be costed. Now our files are electronic we can simply download the file and send it on. It’s much quicker and easier.”

Utilising legal tech to make running a law firm easier

By utilising the tools in Osprey, Milner Elledge has seen benefits across the firm that have helped them achieve a more agile operation whilst growing the firm.

“We want to keep developing how we use Osprey because there’s so much we still don’t know. And it’ll be so beneficial for us and our clients to use more of what we’ve got. Implementing the client portal is the next stage for us.”

Georgia sympathises with firms who are yet to make the move to becoming digital: “I think we were initially a bit worried about the change. But after discovering what we could be doing with the software, it’s made our lives 10 times easier and less stressful.

“Have a chat with someone to discuss what’s possible. Allocate someone in the firm to manage it and ensure they ask the right questions.

“It’s been really easy to get training booked in and support from Osprey. Unlike other companies where you might wait days for a response, Osprey will email you straight away and keep you in the loop.”

Whilst you need the right legal software to benefit your firm, a crucial element of fully utilising a system and achieving ROI with your investment is having a supportive software partner that can provide guidance and training when needed.


Osprey Approach provides an all-in-one, practice, accounting and case management software solution to high-street and multi-branch SME law firms. With over 30 years’ experience in the legal software sector, its software solution and dedicated training and support services helps make running a law firm easier. Find out how Osprey can benefit your firm by booking a free consultation.


Associate News is provided by Legal Futures Associates.
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