Streamlining Prospective New Client Inflow
Challenge:
Prospective new clients are unable to directly schedule consults with attorneys without going through administrative intermediaries. Some potential new clients get frustrated with the delay and go to another firm.
Engagement:
We identified several roadblocks that prevented the law firm from being responsive to new consult scheduling requests. Attorneys were not transparent about their actual availability, in some cases, blocking time needlessly. Paralegals were not aware of new scheduling commitments made by attorneys resulting in having to reschedule potential new clients. In other cases, attorneys were willing to take on consults nights and weekends, but didn’t know how to limit total inflow. Availability for office consults, video screen shares and phone calls were often confused.
Law Firm Optimization:
We implemented an automated scheduling solution that showed real-time availability for attorney consults and eliminated paralegal intervention. We reduced the time to schedule consults from hours to a click of a button across all three consult modalities. Overall lost business dropped 57% during the first 6 months of implementation.
