Tips for creating a smoother, more secure intake process for your firm.
Intake is where a prospective client becomes a matter. A digital process makes it faster for the client and safer for the firm.
Collect only what you need first
The first form should capture contact details, the type of matter, the other parties and how the person heard about you. Detailed facts can wait until after the conflict check.
Run the conflict check early
Check the prospective client and adverse parties against existing clients and matters before anyone discusses the substance of the case.
Use secure channels for documents
Ask clients to share documents through a client portal rather than email attachments, and avoid collecting sensitive information through general website forms.
Respond quickly and consistently
Decide who reviews new enquiries and how fast they reply. A short acknowledgement with next steps keeps the prospective client from moving on.
Turn intake into a matter in one step
When the client is engaged, the information gathered at intake should flow straight into the client record and the new matter — no re-typing.