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TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #5: FIRMS DON’T ENTER ALL LEADS INTO THEIR CASE MANAGEMENT SYSTEM

September 01, 2017
TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #5: FIRMS DON’T ENTER ALL LEADS INTO THEIR CASE MANAGEMENT SYSTEM - blog post image

Every call matters. Every person who reaches out to your firm to discuss a new case is important. They may be calling for something that you consider trivial, for something that you think is not worth pursuing, or about an area of law that you do not handle. But they called you. They could have called any number of law firms, and they may have, but they reached out to you and you have the opportunity to make that interaction a positive experience.

If it is a case that you want to sign up, most firms will enter all the information into their case management system (“CMS”). There are some firms that only enter the cases that they sign up into their CMS, and they lose a lot of great data. They also lose a lot of potential cases.

Every single lead should be entered into your CMS while the call is happening. Your intake team may tell you that they can take a call and type it into the system while they are talking. They can. Get them headsets so they can do it. Firms are doing it all over the country. The first sign of a firm that has an inefficient intake department is intake specialists taking call information on pads of paper. That firm is hemorrhaging cases.

Even when you decide that it is not a case you want, you can track the type of case that the person called about and how they heard about your firm, and get their contact information. This gives a lot of great information about the quality of leads that you are receiving, making sure that all calls are handled properly, and allows you to track the effectiveness of different advertising channels.

So, if you want to make sure your intake department is working effectively, sit there and watch whoever handles your intake take a few calls. See if they enter it into your CMS in real time or simply write it on a pad of paper. Watch and see if they only enter it into the system if they get a contract or accept the case. See how they turn down a case and whether they are still getting vital information and being compassionate about the rejection. All of these things are simple things to do, cost nothing, and will make your intake department run smoother.

Richard Harris
"After founding and managing one of Nevada’s largest personal injury law firms for over 30 years, and teaching law practice management, I didn’t think there was much a consultant could do for me. I initially asked Vista, “Why would I pay you to tell me what’s wrong with my firm – when I already know it?” Their response was, “We’ll help you fix it.” That had actually never occurred to me, which showed how much I needed them. Beginning with the onsite visit and comprehensive Needs Assessment, the Vista team not only helped fix what I already knew needed attention, I’m pleased to admit they revealed and helped us resolve several problem areas I previously didn’t know about. Not only that, through consistent coaching conferences and initiation of dynamic reporting of key performance indicators, Vista trained and transitioned a new management team to take our firm to the next level. I’m completely satisfied with Vista and recommend their services to any firm, large or small."
- Richard Harris
Bill Berg
“… They have also worked with us in ways to improve how many new cases we sign-up – they constantly are coaching us in ways we can do things better in that regard. In our weekly meetings we go over our new case sign-ups, our demand times and various other statistics and topics. They hold us accountable to ourselves… I could go on & on – our accounting department was also restructured based much on their recommendations. And, Vista also researched and found a new CPA firm for me which actually keeps up on telling me what needs to be done instead of just keeping things as the status quo.”
- Bill Berg
Jerry Parker
"Vista has been a consultant to our firm for almost 2 years. One of the best business decisions I made was to retain Vista. They know plaintiff personal injury firms A-Z. And that's how they analyze your firm, its efficiencies (or lack thereof or worse), office design/flow, reception procedures, telephone procedures, equipment of all types, etc. If you think your office is running at the top of its game and you don't need them, you're probably wrong. I can't imagine Vista not being able to improve even the best run firms. The payback from what they do is likely to be realized within the 1st 3-6 months."
- Jerry Parker