3 Attorneys - Intake Automation + Client Communication
Platforms involved
A personal injury law firm in Ontario with 3 attorneys was losing potential clients to slow intake processing. From initial inquiry to signed retainer was taking 3 to 5 days - involving a phone consultation, a manually prepared intake form, a DocuSign retainer, and 8 to 12 back-and-forth emails. Clients who didn't hear back within 24 hours were calling other firms. The paralegals were spending 3 hours per day on intake administration that should have been automated.
The one-time setup work - the systems, automations, and infrastructure we put in place before the ongoing management begins.
Built a new client intake system - a Typeform that collects all required information (accident details, injuries, insurance information, contact details) in a single session
Connected the intake form to Clio via Zapier - completed intake forms automatically create a new matter in Clio with all contact and case information pre-populated
Built a consultation booking automation - intake form completion triggers a booking confirmation with a Calendly link for the attorney consultation
Created a DocuSign retainer automation - after the consultation, the attorney selects the retainer type in Clio and DocuSign automatically sends the appropriate agreement
Built a client communication sequence - clients receive automated status updates at each stage of the intake process so they know exactly where their matter stands
Connected DocuSign to Clio via Zapier - signed retainers automatically update the matter status in Clio and trigger the case opening workflow
Set up Google Workspace for the firm - professional email, shared drives for each matter organized by client name and matter number
Built a Zapier workflow to parse new inquiry form submissions into a Google Sheet intake tracker - the firm's daily intake overview without logging into Clio
Created a conditional logic intake form - routes personal injury vs. slip-and-fall vs. motor vehicle accident to different matter types in Clio with different document packages
The ongoing work included in the monthly membership - monitoring, maintaining, updating, and improving the systems we've built.
Monitor the intake pipeline - review consultation booking rates, verify DocuSign sequences are firing, and flag any inquiries that haven't converted to consultations within 48 hours
Manage Clio-to-Zapier connections - verify matter creation is working correctly, fix any broken triggers, and update field mappings when Clio is updated
Review the client communication sequence - verify status updates are sending at the right stages, adjust messaging based on client feedback
Manage Google Workspace - add new staff, update matter folder structures, maintain the document template library
Monitor DocuSign workflows - verify retainer routing is working, update retainer templates when terms change
Monthly reporting - pull intake conversion rate, time-to-retainer, and consultation show rate for the managing partner's review
The Result
Intake processing reduced from 3 to 5 days to same-day. Consultation booking rate improved from 41% to 67%. Paralegal intake time reduced from 3 hours/day to 30 minutes.
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