Case / 04 · Legal
Regional law firm — 60% less intake admin
AI intake qualification and CRM integration for a four-office practice. Fee earners stopped triaging their own enquiries.
- 60%
- Admin time saved
- 4 min
- Avg first response
- 2.1x
- Qualified enquiry rate
Client
Regional Law Firm
Sector
Legal
Scope
AI automation + CRM
Engagement
Four-office regional practice
The challenge
Where they
started.
Four offices, five practice areas and a single shared enquiry inbox. Fee earners were spending roughly a day a week reading enquiries that were never going to become instructions — wrong jurisdiction, wrong matter type, or no realistic budget. Response times averaged just over nine hours, and the firm had no reliable picture of which marketing produced instructions rather than emails.
The approach
What we
actually did.
01
Qualify before a human reads it
An intake agent reads each enquiry, classifies matter type, checks basic eligibility criteria and scores likely value — then routes to the correct team with a structured summary.
02
Boundaries designed first
The agent never gives legal advice, never creates a retainer and escalates anything outside a defined confidence band. Every conversation is logged and auditable.
03
Conflict checks stay in the system of record
Structured data is pushed into the practice management platform, triggering the firm’s own conflict process automatically rather than bypassing it.
04
Close the loop to marketing
Instruction outcomes flow back to the ad platforms, so spend optimises toward matters that actually convert rather than raw enquiry volume.
The results
What
changed.
Intake administration time fell by approximately 60%. Average first response dropped from just over nine hours to four minutes, and the proportion of enquiries reaching a fee earner that were genuinely qualified rose 2.1x. The firm can now report cost per instruction by practice area and office.
“Our people stopped doing triage. That is the whole story, and it was worth more than the traffic work we thought we needed.”
Services used
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