What is Legal Client Intake Software?
Legal client intake software is specifically designed to help law firms organize and better manage the initial stages of bringing on a client. It provides a method for firms to offer initial conversation questions via online forms, and then have that information organized into a prescribed workflow. Client intake forms can either be created from scratch by the firm, or they can be created in response to questions (such as forms offered on websites to gather contact info.) that are later assigned to a legal professional based on predefined criteria. On the law firm side, software for intake functions as a convenient contact manager. Not only does it require less paper, but it also helps to ensure that all scheduling, contact, and documentation are easily accessible and quickly findable. (Or can be audited for improvement opportunities) Legal intake management software typically tracks contacts through this process: When a new potential client comes to the website , their inquiry will usually be assessed through an online contact form that is filled out. This form can gather any number of information points, but the primary purpose is to help the firm determine the best method for evaluating the potential client’s needs and expectations. In the past, this process would require mail or, at best, an email followed up by a phone call. The lack of automation meant that many potential leads were neglected. Legal intake software can immediately qualify a new contact based on specific criteria. They can answer preliminary questions about their case, which will be forwarded onto the firm’s representative. After an appropriate interview, the new potential client will either be classified as having a need related to an area of law practiced at the firm, or not. If they do, they can be moved into an attorney relationship with that individual or one with another firm member.
Top Intake Software Features
When evaluating legal client intake software, there are key features that you should look for to determine if the software will satisfy your needs. While all client intake software helps law firms capture and gather information from potential new clients, here are a few important features to consider: Automated Form Filling: The software should allow potential new clients to fill out an intake questionnaire through a portal. This questionnaire can be tailored for individual practice areas and help attorneys and paralegals gather relevant information before they meet with the prospective client. Document Management: When prospective clients do use the portal to fill out the client intake questionnaire, the software should automatically convert this entered information to client information that is useful to your firm. Forms and documents can be converted to PDF or Word and inserted into your firm’s file management system. Advanced document management technology takes it even further by allowing you to automate document assembly in your procedures. Integrations: Look for client intake software that can integrate with your digital tools. Robust client intake software should support popular customer relationship management (CRM) and accounting software programs commonly used by law firms. It should also integrate with your firm’s marketing automation technologies.
Advantages to Firms
Law firms can significantly benefit from improved client intake and onboarding processes through legal client intake software. The first benefit is greater efficiency, through the reduction of manual tasks required to onboard new clients. With the right legal client intake software you can automate processes that you currently perform manually, from initial intake forms to scheduling appointments. You also can respond to new client requests faster, and request signatures, payment and more electronically.
The second benefit is a better experience for the prospective client. Clients have gotten used to being able to request and receive information anywhere they care to be, and they bring those expectations to their legal needs as well. A modern legal client intake system answers those needs while improving your bottom line.
Third, by making the process more efficient, new client intake software will free up your time and resources so that you can provide better and more services to more clients. As a result, you’ll even be able to increase your rates. While considered a "back office" function, client intake is actually one of the most important activities in your firm, determining which clients you can serve efficiently and effectively.
Selecting the Best Software
When considering what client intake software is right for you, there are several factors that you should think about.
Scalability: The first factor is scalability. As your firm grows, you can add on more licenses to provide access for additional staff and attorneys. Choosing a scalable product now means less hassle later.
Pricing Structure: Another consideration is the pricing structure of the software. For a monthly subscription fee you may be able to unlock additional features. Some software providers will also allow you to pay for a year or two of service all at once and receive a significant discount.
Support: Customer support is yet another consideration. Many of these providers offer robust 24/7 telephone support and others require emails or that you open a support ticket online. The latter support methods may be fine for small firms, but larger firms who have sophisticated networks and multiple users require the confidence of phone support when a problem arises.
User Friendly: Finally, is the product easy to use? Sometimes, less expensive products make you sacrifice functionality, and vice versa. The trick is to determine which elements are really essential to your practice without overpaying for features you do not need.
Client intake software has become an essential element for many law firms. By keeping these factors in mind when shopping for the best solution for your firm, you may avoid technological angst now and in the future.
Maximizing Intake Software Implementation
Implementing a new legal client intake process is not without risk, after the investment made to design and implement a solution, it is crucial to take the steps in a manner that reduces the risk of failure. Legal client intake software is your first line to your potential clients. This system should be set up in such a way that it is intuitive for your employees to handle the process with ease. It should also either pre-fill as much information as possible or be very easy to fill in the fields needed without mistakes. If possible , this process should be automated so that you can save man hours while also gaining empirical data that will help your law firm make the best decisions based on statistical evidence of your law practice. When implementing the new legal client intake software, begin training just a few employees on the process. From there, have them become the trainers for the employees who will not be directly involved, but still need to understand the process. They will need to understand how this new process will benefit them as well, so that they will embrace it as well.
Common Problems and Solutions
Common Challenges and Solutions with Legal Client Intake Software
While legal client intake software offers a wealth of benefits, that doesn’t mean it’s all smooth sailing for law firms. Many firms struggle with data migration. Luckily, the right legal client intake software will guide you every step of the way and provide assistance so you can be successful.
Many firms don’t know to plan for data migration when making the switch. Data migration is an integral part of the implementation plan, as much as everything else that is included in the implementation plan.
Making sure you have the data you need is important, but so is getting rid of the data you don’t need. Without the right legal client intake software, you could be stuck keeping everything you’ve ever collected. But with the right legal client intake software, you can weed out outdated information and only convert what you need.
The process can be long and tedious, but it’s often worthwhile. Once you know that your new legal client intake software is efficient and can keep the data you want while also Weeding Out the rest, there’s no reason not to go through the process.
According to a survey conducted by Microsoft, 70% of employees resist change even if it offers a benefit they can’t pass up. When it comes to switching legal client intake software, you may run into some hurdles from your employees. They’re used to going through a certain process, so you’ll need to show them that this new way of doing things will make their personal lives easier as well. You can implement small incentives for them to try out the new way of doing things.
Although you can use certain things, like multi-factor authorization to protect your clients and business, security will always be a challenge. To be licensed, legal client intake software vendors must be compliant and secure. You must trust that your vendor has done their due diligence. However, you need to trust that your employees will follow the rules and use your legal client intake software the way it’s intended to be used.
You can add any necessary documents to prove that you’ve established clear protocols for your firm.
Future of Client Intake Solutions
A salient trend in legal client intake software is the gradual incorporation of artificial intelligence. While AI is often spoken about in grandiose terms, its application can be as simple as a chatbot that provides preliminary information when no staff is available. Instead of having to leave a voice mail or fill out an online form to receive a callback, these AI systems can deliver valuable initial guidance which could even equip a prospective client to become a regular, self-service user of the system. From a firm perspective, these tools can relieve the existing staff of evergreen tasks, leaving them freer to provide their professional services.
Further iterations include more sophisticated data analytics, in which the machine learning capabilities of the AI are put to use , analyzing patterns in how information is provided or what decisions are made. The benefit for law firms is that they will have better data on how they serve prospects, and can apply that data to adjust their intake practices in accordance with that knowledge. One example is when statistics show that prospective clients who contact the firm via a mobile app tend to be wealthier than those who call a toll-free number. That information enables the firm to take steps such as limiting more rudimentary options to the newbie mobile app users or altering their marketing efforts to reach mobile users with more frequency. Although these statistics may not be surprising, the ability to analyze the data systematically is.