Most technology decisions in a law firm begin with a product demonstration and end with a contract. What happens in between, the day-to-day responsiveness, the willingness to pick up the phone, the sense that a partner is genuinely invested in the firm’s success, is rarely part of the evaluation process. For Anna Kenny, Operations Manager at VRT Lawyers, it is the only thing that truly matters.
Anna joined VRT almost two years ago, coming from a background in television production rather than law. The transition was, in her words, a baptism of fire. But it gave her something valuable: an outsider’s instinct for evaluating technology not on the basis of industry familiarity, but on whether it genuinely makes life easier for the people using it. And whether the company behind it actually cares about the outcome.
“There is a real human element. I will email Emma, our client relationship manager at InfoTrack, and she comes back with exactly what I need,” says Anna. “When you are running operations for a growing firm, knowing you will get a considered answer from someone who understands your business makes a genuine difference.”
That dedicated support, Anna suggests, is becoming a genuine differentiator in a market where automated responses have become the default. When a compliance deadline is approaching or a process question arises, the ability to reach a person who understands the firm’s context is not a small thing. It is the difference between a vendor and a partner.
The signal Anna watches most closely is not the product roadmap or the feature list. It is the absence of noise.
“The best signal that a system is working is when you have nothing to report. We do not query InfoTrack on invoices, we do not log support tickets, we do not have issues to escalate. It simply works.”
In her experience managing vendor relationships across the firm, that silence is telling. The platforms that generate the most internal friction, the most queried invoices and unanswered helpdesk tickets, are the ones that drain operational energy without delivering equivalent value. InfoTrack, she notes, has never been one of them.
VRT Lawyers has grown from a boutique, family-founded Sydney practice into a multi-office firm operating across property, conveyancing, family law, commercial law, and wills and estates. That growth has changed what the firm needs from its technology partners in a fundamental way.
“When you are in that kind of smaller environment, you have staff members with completely different hats, and everyone does a bit of everything. As you grow and expand, things have to be streamlined. You need to be slick in your processes and your systems, because the smallest gap can just cause things to crumble.”
It is a candid observation, and one that gets to the heart of why platform consolidation matters so much as a firm scales. Complexity does not announce itself. It accumulates quietly in the form of duplicate logins, siloed data, and time spent navigating tools that do not talk to each other. The cost is not always visible on a balance sheet, but it is felt by every practitioner who has to pause their client-facing work to navigate a gap in their technology stack.
There is a useful test for technology in a law firm. If the helpdesk is quiet, the accounts team is never chased, and practitioners are getting on with client work without stopping to navigate another login screen or a confusing interface, the platform is doing its job. By that measure, the InfoTrack has proved its worth for VRT Lawyers.
The relationship between VRT and InfoTrack deepened significantly in the lead-up to the AML/CTF reforms taking effect on 1 July 2026. As firms across Australia worked to understand their obligations under the expanded regime, VRT found itself evaluating several vendors offering compliance-specific solutions. The experience of that process turned out to be instructive, and not just in the way vendors might hope.
“We were being approached by a number of different companies. There were costs, training requirements, new login details, staff logging out of one system and into another. It was a mess. And then Emma, our client relationship manager at InfoTrack, came to us and said: we have already built this, and that changed everything.”
That conversation reframed what had felt like an overwhelming compliance challenge. InfoTrack’s Compliance Centre integrates directly with VRT’s existing practice management environment, meaning staff already familiar with the platform did not need to learn a new system, create new credentials, or disrupt established workflows. The compliance capability was already there, sitting inside a relationship the firm already trusted.
The firm completed its AML registration, finalised its policy documentation through the InfoTrack system, and worked through the compliance training with staff. The training covered scenarios and reporting obligations in enough depth that Anna, who is not client-facing, came away with a clear understanding of what her practitioners would encounter day to day.
“It was good to complete that training so that I can understand exactly the kind of issues and scenarios that will be coming up, and how the reporting needs to happen. It was really informative.”
That view is echoed by Rose Cappelleri, Paralegal at VRT Lawyers, who works across the firm’s property and conveyancing matters day to day. Her experience of the platform is less about strategy and more about what actually happens inside a matter. For Rose, the AML capability was valuable precisely because it arrived before the need was fully understood.
“InfoTrack brought much of the AML process together, once again reducing administration and increasing efficiency. It was already there when we needed it.”
The operational value of a consolidated platform is often discussed in terms of time saved or headcount reduced. Those are real benefits, but Anna frames the case differently. The more important gain is focus.
“Our people are so busy. If they are bogged down with processes and systems, having to log into a different program for this and another program for that, it takes them away from the important element of their job. Their role should not be focusing on technology and systems. It should be focusing on the clients.”
For Rose, that principle plays out in the detail of every matter she works on. The integration between InfoTrack and the firm’s practice management system means everything is specific to the matter at hand, reducing the risk of documents being misplaced or overlooked and keeping file management clean across the team.
Nowhere has that been more evident than in contract workflows.
“Prior to implementing this process, there was always a risk that an outdated version of a contract could inadvertently be issued, particularly where amendments were being made by multiple team members or over an extended period. Contract Workflows has provided greater control and consistency around document management, ensuring that the correct version of a contract is issued and reducing the likelihood of human error. This has improved efficiency within our team, minimised administrative follow-up and given practitioners greater confidence that clients and other parties are working from the most current document.”
The impact on settlement workflows has been equally tangible. Quicker visibility of searches and certificates means the team can progress matters without the delays that incomplete or late-arriving information once created, reducing pressure on practitioners and improving the experience for clients at the most consequential moments in a transaction.
The introduction of verification of identity (VOI) through InfoTrack has added another dimension, enabling identity verification to be completed without clients needing to attend the office in person, while maintaining full compliance.
“VOI on InfoTrack has saved many hours of time, with clients not having to attend our offices while still maintaining compliance requirements. All the services are available on the one platform. Not having to leave the matter has reduced time and administration significantly.”
This is a principle that shapes every technology decision VRT makes. Ease of use is not a nice-to-have. It is a condition for sustainable adoption. A system that is technically capable but cognitively demanding will create its own form of drag on the team, pulling attention away from the work that actually matters.
When asked what separates the firms that will thrive over the next few years from those that will struggle to keep pace, Anna does not hesitate. The answer is not size, or practice area, or geography. It is the willingness to embrace the technology available now rather than hold to established ways of working.
“What once took two hours now takes 30 seconds, whether that is a VOI check or onboarding a client. The firms that find the right technology and actually use it are the ones that will define what modern legal practice looks like.”
For Anna, the future value of a platform like InfoTrack rests on two pillars: ease of use and compliance readiness. The firms that can put both in the hands of their practitioners through a single, integrated environment will be able to direct their best energy toward clients rather than toward their own internal systems.
It is not a complicated idea. It is just one that takes real operational discipline to execute, and the right partners to make possible. For VRT Lawyers, that partnership is already in place.
VRT Lawyers is a Sydney-based law firm with a reputation built on personal service and deep legal expertise. Operating across multiple offices and practice areas including property, conveyancing, family law, commercial law, and wills and estates, VRT has grown from a family-founded boutique practice into a firm that combines the responsiveness of a close-knit team with the capability of a full-service legal practice. Known for building strong client relationships, the firm is dedicated to providing tailored legal solutions and achieving the best possible outcomes for the individuals, families, and businesses it represents.
