Stop Losing Cases
You Already Paid
To Generate.

An intake audit is a comprehensive assessment of your firm's lead-to-client conversion process — from the moment a potential client first contacts your firm through the point where they sign a retainer. Most law firms focus heavily on generating leads but pay far less attention to what happens to those leads once they arrive. An intake audit identifies exactly where leads are dropping off, why, and what specific changes will improve conversion rates. For most firms, improving intake performance is the highest-ROI activity available — you're getting more cases from the leads you're already paying for.

Our intake audit begins with a discovery call to understand your current intake process, staffing, and technology. We then conduct a mystery shopper assessment — submitting inquiries through your website, chat, and other channels to evaluate the actual experience a prospective client has. We review your intake scripts, response time data, CRM usage, and follow-up sequences. We deliver a written report with specific findings and a prioritized list of recommendations, followed by a live presentation and Q&A session with your team.

Intake coaching is ongoing support for your intake team — helping them develop the skills, processes, and mindset to convert more leads into signed clients. Coaching sessions are typically conducted monthly via video call and cover topics including call handling techniques, empathy and communication skills, objection handling, follow-up best practices, and CRM utilization. Coaching is most effective when combined with regular mystery shopper testing so we can measure improvement over time.

Intake coaching is most valuable for intake specialists, legal assistants who handle initial client contact, and intake managers or supervisors. We also recommend that firm principals or marketing directors participate in at least the initial sessions to understand the current state and the improvement roadmap. For smaller firms where attorneys handle their own intake, we offer attorney-specific coaching that addresses the unique dynamics of attorney-to-client conversion conversations.

Most firms see measurable improvement in conversion rates within 60–90 days of implementing the recommendations from an intake audit. The speed of improvement depends on how quickly changes are implemented and how consistently coaching practices are applied. Firms that commit to regular coaching and mystery shopper testing typically see the most significant and sustained improvement.

Yes — we work within your existing technology stack rather than requiring you to adopt new tools. We're familiar with the major legal CRM platforms including Clio, Lawmatics, Litify, Filevine, and others. If your current technology is creating friction in the intake process, we'll identify that as part of the audit and provide recommendations — but we don't require any specific tools as a prerequisite for working together.