
Lead Intake Transformation Leads to 169% More Cases for PI Firm
Revitalize our personal injury law firm partner’s intake process inefficiencies due to a large increase in qualified cases. The current process relies too heavily on practicing attorneys, the front desk reception, and an overflow call center. A different system is needed to better qualify and sign new cases to the firm.
Challenge
Top-Level Focus Points
Intake Team Implementation
Operational Improvement
Pinpoint each aspect of the intake process from high-level management to the individual system integrations within the firm’s CRM.
Approach
Optimize Intake Team
Following discussions with the team, it was clear additional resources and updated processes were required to maximize lead values Élan partnered to design team structures & roles including aiding in the the hiring of a new intake manager, legal intake clerk, and full team of intake specialists dedicated to fielding leads driven from marketing investments. Leveraging Élan training materials and tactical audience data, the evolved intake team focused on nurturing more retained clients for the firm. This focus then created time for the attorneys to focus on elevating case work, rather than fielding marketing leads.
Beyond team resource, Élan identified further upside related to the usage of existing firm technology. Leveraging Élan’s technology audit findings, we incorporated new integrations with the CRM system such as AI call transcripts and summaries aligned with lead qualities leading to highest value. These evolutions enabled clearer intake team alignment and communication to best focus efforts while evaluating thousands of in-bounds leads.
Optimize Intake Tools
Employed Intake Manager
For better lead intake management, we recommended the hire of a new intake manager. This intake manager oversaw the lead intake system as well as a new dedicated intake team to field leads driven from the campaign.
Implemented Full Intake Team
In partnership with a law firm-specialized virtual assistant service, we staffed an entire bi-lingual intake team to help field incoming leads in the form of calls, chats, and webforms. This team ensured that all leads were followed up with as quickly as possible, while maintaining lead organization within the firm’s CRM.
Hired Legal Intake Clerk
As the number of quality leads grew, the Intake Manager needed additional support. We recommended an additional internal firm hire to support the work the Intake Manager was doing on a daily basis. This clerk allowed the manager to focus on qualifying and signing high-value cases, while they assisted in fielding higher-volume cases and keeping the CRM in order.
Integrated Artificial Intelligence (AI) Tools
We leveraged state-of-the-art AI call-tracking tools to maintain efficiency across the intake team. These tools tracked and summarized inbound calls within the firm’s CRM, enabling better data capture and productivity within the intake process.
Recruited New 24/7 Law Firm Call Center
To improve call answer rates and call quality, we partnered with a new 24/7 bi-lingual call center service focused exclusively on answering inbound calls to the firm. This partner offered more robust reporting, a better customer experience, and a higher level of platform support to ensure our high standard of quality is met for the law firm.
Results
169%
Increase in retained cases to the firm compared to previous period
$66.12M
In additional case value recovered compared to previous period