A client intake process in the legal sector refers to the systematic procedure, often involving digital tools or case management software, used by law firms to attract, secure and onboard new clients.

It usually involves gathering client information, conducting conflict checks, and securing fee arrangements to turn projects into paying clients.

Once a project has been secured, the process typically follows an order like this:

• Receive legal request
• Review the submitted case/matter
• Allocate resources
• Review case/matter in detail
• Collaborate with stakeholders

A strong attorney-client relationship can be established from the outset if you have a thorough client intake process. This will help protect the firm from risk and can have a positive impact on conversion rates and client satisfaction.

Here are five things to consider when creating a solid client intake process:

Responsiveness when Securing the Client

It’s important to share timely responses to inquiries as this demonstrates responsiveness and dedication. Don’t be afraid to use automated acknowledgement forms, but be sure to combine them with personalised follow-ups, which are likely to improve conversion rates.

Consider assigning a particular team member (or team) to be responsible for ensuring a smooth and efficient intake process, as this will help make sure no inquiry slips through the cracks.

Standardised Screening of New Clients

Adopting a standardised intake form which captures important information – contact details, other parties involved (for conflict checks), key jurisdictions, noteworthy deadlines, and a summary of the work expected, ensures consistency and compliance, thus reducing exposure to malpractice.

Documentation and following a structured approach will help set you up for success, as later follow-up will be unlikely.

Clear Communications

Be in regular contact with your client and adopt strong and clear communications. Be transparent when discussing timelines, deadlines, fees and scope of work, as this will ensure there is no ambiguity regarding engagement terms or pricing.

Try summarising discussion points in a written format as this can be helpful – in fact, the clearer and more concise you can be, the better.

Utilise Technology Effectively so it Supports You

The potential of technology in supporting your client intake process is enormous, but knowing how to use it effectively is key. Try to automate conflict checks, adopt e-signature engagement letters, and use CRM systems to help the process.

Also, think about what your client would appreciate – simplified forms, connected systems asking only for what is essential, and automation combined with a human touch.

Follow-Up and Measurement Support Growth

It’s great to secure a new client, but what’s even better is tracking the experience to help develop future growth. Assigning a dedicated team to lead regular reviews of the intake process is also worthwhile.

To conclude, a successful intake process should be a balanced mix of efficiency, transparency, and client experience. Once you treat intake as a strategic priority, you will likely achieve stronger client relationships, better risk management, and increased revenue.