Client Results - Lead Intake Transformation

Approach

Our approach pinpointed each aspect of the entire intake process from high-level management to the individual system integrations within the firm’s CRM.

1. Improve Intake Team

To improve lead intake performance, we recommended the hire of a new intake manager, legal intake clerk, and full team of intake specialists dedicated to fielding leads from our campaign. This team provided more focus to driving more retainers for the firm, while allowing the attorneys to spend more time managing cases, rather than fielding marketing leads.

2. Optimize Intake Tools

Operationally, Élan incorporated new integrations with the CRM system such as AI call transcripts, summaries, and overall better intake team alignment and communication.

Increase in retained cases to the firm compared to previous period

⬆ 0 %

In additional case value recovered compared to previous period

$ 0 M

Source: Data sourced from law firm-provided retained lead reports and represents leads compared from a 12-month period before and after the intake transformation, starting on July 1st, 2023

Source: Data sourced from law firm-provided retained lead reports and represents leads and cases generated from July 2023 to July 2024

Solutions Detail

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.