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Case study · CRM & client intake
Every enquiry handled quickly and consistently.
How we connect enquiries, qualification, booking and follow-up into one reliable client intake process.
Challenge
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Approach
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Deliverables
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Results we measure
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Who this is for
Firms receiving enquiries through several channels, firms where response times vary by who picks up, and firms that cannot see which marketing produces instructions.
The challenge
Enquiries scattered across inboxes, phones and web forms, slow first responses, no clear owner for each enquiry, and no view of where work comes from.
Our approach
Five steps, clearly agreed.
01
Map current intake
We follow how calls, forms, emails and chats are handled today and where enquiries are delayed or lost.
02
Define qualification
Practice-area specific questions that capture what your team needs before the first conversation.
03
Configure the CRM
We work with your existing CRM where possible, or help you choose and set up one that fits your firm.
04
Routing, booking and follow-up
Rules that send each enquiry to the right person, online consultation booking, and automated reminders and follow-up.
05
Reporting and training
Dashboards for partners and managers, and a simple guide so your team uses the system consistently.
Deliverables
What you receive
- Intake journey map
- Qualification questions and forms
- CRM configuration
- Routing rules
- Booking and reminders
- Pipeline dashboards
- Team guide
Results we measure
Success, defined up front.
Response time
How long it takes for a new enquiry to receive a first response.
Enquiry to consultation
The share of enquiries that become consultations.
Consultation to instruction
The share of consultations that become instructions.
Source attribution
Which channels and campaigns produce enquiries and instructions.
Verified results
Client results are published here only with permission.
As projects complete, we add verified outcomes to this page. Your firm could be the first.
Common questions
Before you start.
Do we need a new CRM?
Not necessarily. We start with the systems you already use and recommend changes only where they make a clear difference.
Can this work with our case management system?
Often, through integrations. We check what your systems support during the audit.
How is client data protected?
We design intake with UK GDPR in mind: collecting only what is needed, controlling access, and using providers with appropriate safeguards.
Next step
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