We’ve shared information on handling intakes from a service perspective, which is crucial to converting a lead to a signed case. Each touchpoint in the process must be effectively managed to showcase your firm’s strengths and ability to navigate the case’s journey.
You have an individual who has reached out to the firm, your team has handled each step of the intake process well, and you’re confident that you are going to sign it as a new case. What’s next?
You need to establish a seamless and immediate path to conversion, bypassing any hurdles for the prospective client. Being expeditious is critical, as delays can potentially result in the lead going to a competitor.
Here are some items you want to avoid that can cause delays:
- Requiring the intake to be done in-person.
- Requiring the individual to visit the office to sign paperwork.
- Sending out an investigator or attorney to sign the case.
- Mailing a fee agreement and medical authorization (the least effective conversion method and should only be implemented as a last resort).
The most effective method to expedite conversion is an electronic fee agreement. The vast majority of jurisdictions allow this method; if you aren’t using it, you should be. The agreements can be sent via text or email, though text is preferred because of its immediacy. Within minutes… the agreement can be signed!
If the prospective client is unsure how to navigate e-sign, you or one of your staff can guide the individual while still on the phone. As a result, your firm has quickly converted the lead to a case, and you can start working on it. Of course, you can schedule an in-person follow-up meeting to establish the attorney-client relationship, but in the meantime, you have a new client!
Here are a couple of e-sign platforms used in the legal vertical for consideration:
Clio
https://www.clio.com/features/legal-e-signature-software/
Docusign®