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Improving Intake and Increasing Case Values

In our experience working with plaintiff law firms across the country, intake teams often overlook opportunities, resulting in significant revenue loss. Mishandled calls and inadequate follow-up procedures can cost firms millions in aggregate unrealized case values. Here are a few statistics that should raise some eyebrows:

Over 70% of leads are not converted into clients
More than 40% of clients abandon the intake process due to frustration, and
Upwards of 20% of qualified leads fall through the cracks due to poor communication.

Consider these examples demonstrating the financial impacts of suboptimal intake processes

Consistently Answering Calls

Failing to answer potential client calls reduces engagement rates. With approximately 74% of people hiring the first firm they consult, missed calls mean missed business. Rivals who do promptly address inquiries are well-positioned to convert callers first.

In one troubling example, a firm’s intake leader would brazenly answer calls by blurting “What do you want?”. Naturally, this abrasive approach severely hindered caller rapport and the pursuit of promising cases.

Swift intervention was necessary prevent further damage.

Capturing Crucial Details

During intake, gathering complete details on the prospect’s situation is imperative for assessing case viability. Yet intake specialists often neglect to probe critical areas, causing firms to decline matters possessing significant undiscovered merits.

For instance, a worker’s compensation claimant may initially downplay obvious negligence by their employer. Only careful exhaustive questioning can reveal the full account needed to build a winning argument for higher payouts.

Prompt Follow-Up

The window between an inquiry and successful conversion is narrow. Intake teams allowing days or even hours to pass without follow-up communication lose cases to faster-responding competitors. Automated confirmations help, but personal outreach is the most impactful.

Ongoing Identifier Tracking

Insufficient tagging and tracking of prospects during intake squander valuable marketing insights and handicaps future targeting efforts. Details like referral sources, ad responses, and other identifiers shed light on what acquisition strategies work best.

In summary, improved intake processes directly raise case volumes and values. Refining techniques around call handling, captive engagements, follow-up cadence, and identifier tracking best leverage marketing investments and nurture higher caseloads. Let’s explore how we can optimize your firm’s intake performance.