IntakeAudit.
Every lead accounted for, from the
first ring to case opening.
What Is a Better Sign Rate Worth?
Most firms buy more leads before they fix the ones they already have. Move your sign rate a few points and the same marketing spend produces materially more revenue — with no extra cases at the top of the funnel. See what the lift is worth.
Directional estimate for planning purposes only. It assumes lead volume and case mix hold steady while conversion improves — in practice a better intake process tends to improve case quality too, which this does not attempt to price.
Intake is where marketing spend becomes cases — or quietly stops being anything at all. The Intake Audit is a scored readiness check on how your firm captures and handles new matters: who answers, what gets recorded, what happens after hours, and whether the technology in front of a distressed caller actually lets them reach you.
It is the first of three sequenced diagnostics, and the one everything else depends on. Marketing cannot be measured against intake data that was never captured.
Who Answers, And Whether They Are Trained
We verify that new calls reach a dedicated, trained intake team — or, in a smaller firm, a clear and mandatory staff rotation — rather than whoever happens to be free. Ad-hoc coverage is the most common finding and the least visible one, because the calls that were handled badly rarely come back to tell you.
Speed To Lead
The interval between a prospect’s first contact and a human voice reaching them back is the most predictive number in intake, and it is the one most often reported inaccurately — measured from assignment rather than from arrival, which flatters the figure and conceals the gap. We measure it the way the prospect experiences it, across every hour of the week, and separate the delay the firm controls from the delay it has simply inherited from the way the phones are set up.
The Three Disciplines That Make Everything Measurable
Three data-capture habits decide whether any downstream metric can be trusted. Every lead is created as a record in the case-management system regardless of outcome, so declined and lost matters remain countable. Referral source is a required field, not an optional one. And after-hours intakes preserve the true date and time of receipt rather than the moment someone got to them — without which response-time reporting measures your staffing, not your speed.
Escalation For The Cases You Cannot Afford To Lose
We review whether an escalation protocol exists for complex or high-value matters — for example, a weekly rotational schedule putting an attorney within reach of a live intake call. Difficult cases are decided at first contact more often than firms expect, and a good intake specialist reaching the edge of their authority is a moment worth designing for.
Website Intake Readiness
The audit scores the technology a prospect actually meets: a chat widget for immediate questions, a phone number visible above the fold without scrolling or hunting, and tracking pixels that make inbound channels measurable. Each element is assessed in plain terms and scored, so the result is a checklist you can act on rather than an impression.
Documentation And The Case Lifecycle
Finally we review intake-process documentation and the case-lifecycle workflow, confirming the technology stack supports clearly defined, efficient steps from first contact through to case opening. Firms that move from a general case-management tool to a purpose-built intake platform with automation and richer reporting have reported materially better sign-up conversion — a directional signal from client experience, not a promise, and we do not quote a figure for it.
Each One Hands Off To The Next
They follow a lead from first contact through resolution. Run alone, each answers a narrow question well. Run in sequence, the narrow audits roll up into a full assessment of the firm — and each one is more reliable for the discipline the one before it established.
Lead capture, from first ring to case opening
Digital presence, instrumentation and attributable spend
Systems, workflows and the principals’ debrief
Account for every lead you already pay for.
Let’s Talk.
30 minutes. No pitch. Just a clear look at what’s getting in your way.
30 min · No pitch · Just clarity
