Case Study · Law Firm
Client intake that actually
collects everything.
A four-attorney family law practice in Essex County was spending three hours per new client on intake — chasing documents, re-explaining the process over email, and rescheduling consultations because files showed up incomplete. The attorneys were doing paralegal work. The paralegals were doing admin work. Nobody was doing just their job.
Challenge
New client intake involved emailing a PDF intake form, waiting for it to come back, discovering it was incomplete, emailing again, waiting again. The average new client required 4–6 email exchanges before a complete file existed. Consultations were frequently delayed or rescheduled because required documents hadn't arrived.
Paralegals spent roughly 3 hours per new client on intake coordination alone — time that should have gone to case preparation. The practice was bringing in 8–12 new clients per month, meaning intake overhead consumed 24–36 hours of paralegal time that wasn't billable.
Solution
We built an intake agent that activates the moment a consultation is booked. The agent sends the new client a structured intake link — a clean, mobile-friendly form that collects everything the firm needs: personal information, case details, relevant history, and document uploads. Each section is conditional — questions only appear when they're relevant to the case type.
The agent monitors completion status and sends follow-up nudges for missing items — once at 48 hours, once at 24 hours before the consultation. If critical documents are still missing 12 hours out, the paralegal is flagged. The attorney walks into every consultation with a complete, organized file. No surprises.
Results
Running a law firm or professional services practice?
If intake is eating your team's time, it's the first thing we'd fix. Scope call takes 30 minutes.
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