Build the process before putting it to work.
Start with the matters your firm wants and the decisions your team needs to make.
Agree the scope.
Map matter types, questions, criteria and handover rules. Decide which channels and systems are included, who reviews potential matters and which situations require a person.
Build the workflow.
Configure the conversation around your approved content. Scope any calendar, CRM or practice-system connection, including the information and actions it needs to support.
Test the complete journey.
Use representative matters, incomplete answers, repeat contact and requests outside scope. Review both the prospective client’s experience and the result your team receives.
Launch with ownership.
Agree who handles intake outcomes, who can approve changes and what happens if the agent or a connected system cannot complete an action.
Review against the intended outcome.
Look at intake quality, suitable matters, consultations and the work awaiting review. Refine questions and handovers through your agreed change process.
Start with a focused workflow and an agreed measure of success. Expand after the process has been reviewed with your team.