A Case Study for a Mass Tort Law Firm
Streamlining Legal Intake & Lead Management
Client Overview
Our client is a mass tort law firm with whom we have a trusted 15-year-long relationship. They sought the help of Westpark Communications to optimize their lead intake process. With a high volume of cases being handled, our client needed to implement a system to ensure that every potential client inquiry was processed and directed to the appropriate attorney.
The Challenge:
Lack of Lead Management and Intake Efficiency
Before working with Westpark Communications, the firm faced challenges in the following areas.
- Their lead intake process lacked structure, with staff balancing intake alongside other administrative tasks, causing potential leads to be lost.
- They needed CRM/API integration to streamline workflows and ensure smooth data transfer.
- They faced challenges in tracking which of their marketing efforts were generating incoming calls, limiting their ability to assess campaign performance.
- They required a solution that could route different case types to the appropriate attorneys in real-time.
When the firm first approached Westpark Communications, they had a checklist of what they needed. We became their trusted partner, integrating into their existing operations to streamline workflows and enhance efficiency.
Limited Customer Service Availability
The client used an in-house team to handle all communications, from customer interaction to technical support. This limited their availability to business hours, causing delays and missed leads.
Lack of Experienced Support
Our client needed more experienced manpower for their communications. With the nature of their business being so technical, they needed a team of professionals who have expertise in handling industrial-size machinery.
A Need for Specialized Programs
this need.
The Solution:
A Custom Process for Lead Management and Legal Intake
Westpark Communications implemented a customized solution that addressed these challenges. Below are some highlights.
Comprehensive Legal Intake
Ensuring all leads were properly captured and documented.
CRM/API Integration
Seamlessly integrating intake data into their system for easy access and tracking.
Call Routing
Automatically directing different case types to the appropriate attorneys in real time.
Lead Source Monitoring & Reporting
Providing detailed analytics about which marketing initiatives generated each incoming call, optimizing ad spend.
The Results:
Major Operational Improvements
Partnering with Westpark Communications led to significant changes, including:
Optimized Lead Intake Process
Every lead was captured and processed efficiently, eliminating lost opportunities.
Immediate Call Transfers
Leads were instantly routed to the right individuals, boosting conversion rates.
Better Data Analytics
The firm gained deeper insight into which marketing campaigns were driving results.
Reduced Workload for Staff
Intake was no longer a secondary task, ensuring dedicated attention to client inquiries.
In 2024 alone, Westpark handled:
672 new client calls transferred directly to the appropriate legal professional.
Conclusion: A 15-Year Partnership With Proven Results
Previously, the firm relied on one person juggling multiple responsibilities to handle their legal intake, often resulting in missed leads. With Westpark Communications, every inquiry was handled professionally and patched through to the correct recipient, increasing efficiency and enhancing client acquisition. We’re proud to continue our long-term relationship and help drive their success.
If your law firm is struggling with lead intake and tracking, Westpark Communications can help you optimize your process and ensure no lead is lost.