Using automation technology to manage workflow lifecycles has long been proven to be both effective and profitable in a number of fields—the practice of law is no exception. A vast amount of valuable time is dedicated to the client intake process and streamlining this process via automation results in reducing wasted time and duplicative efforts, improving the service experience for both lawyers and clients.
For small firms and solo practitioners, an automated client intake process creates uniformity and reinforces a positive firm impression, ensuring client information is complete and consistent. An automated method for processing client intake allows attorneys and support staff to spend less time on arduous, tedious data capture and data transfer tasks, and significantly reduces the risk of error during the manual data entry process.
Additionally, automating the client intake process allows the client to enter relevant information into a form such as: client contact details, a summary of the client’s concerns, important parties to the litigation, significant dates, the client’s ideal resolution to their case. With this information coming directly from the client, attorneys can review the answers to the intake questionnaire and better prepare for any future meetings with the client.
Firms implementing automated client intake save time and become more profitable
An automated client intake process drastically increases efficiency when information from client intake forms can be uploaded automatically into existing client database software. For example, in family law cases where custody matters are at stake, client intake forms can hold vital information, such as a child’s date of birth, that can quickly and easily be accessed for use in future legal documents such as child support worksheets.
In addition to uploading information to client database systems, automated client intake forms can also be used to generate boilerplate letters such as acknowledgement letters and client engagement agreements. Using technology to execute drafting of standardized forms simplifies the client intake process, saves time and money on both sides of the transaction, and enhances communication between the firm and the client.
Automated client intake helps avoid professional ethics violations
Integrating use of an automatic client intake form into a firm’s business model can make conflicts discoverable in record time. Information from the client intake forms can be cross referenced against existing client records in the firm’s database and flag any clients that may raise potential ethical concerns.
While some people criticize automated client intake for its transactional characteristics, an automated client intake process allows attorneys to be better prepared for future meetings with clients and to dedicate valuable time to client outcomes instead of administrative tasks. Just because a firm utilizes an automated client intake experience doesn’t mean it has to sacrifice a good attorney-client relationship in the name of efficiency.
Critics of automated intake processes may be overestimating the impact of individualized client intake experiences without taking into account how an automated intake process can result in increased client satisfaction. Where time is freed up to be allocated to matter preparation and legal research, a client’s perception of their lawyer’s efforts and skillset carries significant value – especially where positive case outcomes may be attributed to the increased time available for legal work.
Fortunately, automation is something that clients have increasingly come to expect and rely upon, the lack of which may actually harm a firm’s brand.
Spend time fostering positive ongoing relationships with your clients
Instead of asking questions that arise during the client’s first detailed narration of an incident, attorneys can draft issue-specific questions in advance. The benefit of knowing more information upfront keeps meetings on track and gives attorneys the option to provide focused legal answers more quickly—without weeding through handwritten notes and case summaries by support staff during phone calls with clients.
Ultimately, an automated client intake process allows attorneys to focus their time and attention on other areas that are equally, if not more, important to the client relationship and overall successful outcome of a matter or case.
With information readily available through an automated client intake form, attorneys can easily detect conflicts of interests and avoid ethical violations, maintain accurate records, and allocate more time to critical legal tasks instead of administrative paperwork.
Madaleine Gray is a recent J.D. graduate of Belmont University College of Law. Originally from Sydney, Australia, Madaleine now resides in Nashville, Tennessee. During law school, Madaleine interned for the Public Defender’s Office, small firms, the District Attorney’s Office, the State of Tennessee Attorney General’s Office, and the Honorable Judge Angelita Blackshear Dalton. Madaleine was also a member and Managing Editor of the Belmont Criminal Law Journal, where two of her publications can be found. Currently, she is employed as a judicial law clerk for the Honorable Judge Barry R. Tidwell, studying for the October Bar Exam, and pursuing a Master’s in Applied Intelligence at Georgetown University.
