Las Vegas personal injury firm saves 40 hours on intake per week with Lawmatics

hours saved per week

days cut from intake

new staff hired

Shawna Goldman serves as the supervisor for legal intake at Bourassa Law Group, a personal injury firm based in Las Vegas. As someone who’s worked in both the legal and medical fields, Shawna understands that great client experiences begin with great operations. Her role at Bourassa is to offer the highest possible quality service to clients while also streamlining workflows in order to help the firm grow. As a manager, Shawna applies years of experience in contact center operations to orchestrate a small team of dedicated intake agents who qualify and contact potential clients for the law firm.

As a personal injury firm in a dynamic market, Bourassa Law Group has a lot of moving parts. Different marketing campaigns, communication channels, and practice areas — it was all too much for the staff to manage manually. With the intake team spread thin, the firm struggled in promptly responding to anxious prospects. Dissatisfied leads ended up hiring other law firms that responded faster. In order to improve responsiveness — and ultimately to win more clients — Bourassa Law Group needed an efficient central system to organize marketing and intake.

By implementing a legal CRM and digitizing their intake forms, Bourassa Law Group has simplified both the client and staff experience. After new leads in Lawmatics are triaged by Shawna’s team, they fill out pre-intake forms to prepare the attorney with as much information as possible for the consultation. “Instead of spending a super long time on a call, we can just streamline it and take more calls,” says Shawna.

Automated reminders and follow-ups keep potential clients engaged. Lawmatics tailors these interactions for Bourassa with personal and case details, making each prospect feel seen and heard. According to Shawna, “Lawmatics has helped us to be on point with our response time.” This attentiveness minimizes the chance of dropoff during intake, fostering strong relationships from the get-go.

Lawmatics’ analytics dashboards give Bourassa insight into marketing performance and staff productivity. The firm generates reports to identify effective client engagement strategies, high-value cases, and areas for improvement in their intake pipeline. Shawna adds that by keeping the team focused on data-backed performance targets, “We’re able to actually use our employees to their highest capacity.”

Lawmatics organizes chaos into clarity, offering the Bourassa Law Group an overview of their operations while detailing individual responsibilities and tasks. Shawna and the intake team stay productive by organizing staff action items as tasks in Lawmatics, which the team tracks on a kanban view. Shawna explains, “It’s like an individual pipeline for each of our team members.”

Bourassa integrates Lawmatics with RingCentral and Clio Manage to create a simple tech stack for staff to manage. Lawmatics combines with RingCentral to engage and win clients, after which the firm transitions to Clio for case management.“It's great to be able to click on the phone button and then make a call without having to pull up our cloud phone and then put the numbers in.”

With Lawmatics powering Bourassa’s engine, adding staff and offices has become more attainable. To Shawna, at the end of the day, hiring more attorneys is about helping more people. “We just want to make sure that our clients get the treatment that they need to heal and also get the maximum compensation that they deserve for what they're going through.”

Any client information captured through a Lawmatics form seamlessly carries over throughout the client’s entire journey. From generating engagement letters to automating tasks, this feature helps the staff at Bourassa save time, reduce manual effort, and enhance the client experience. Documents are delivered quickly and accurately, minimizing the risk of typos or data-entry mistakes. Shawna shares “It's great to be able to just click, add a document to a matter, and send an engagement.”

Bourassa Law Group markets to prospects through a range of channels, from blogs to Instagram posts to YouTube videos. Shawna uses Lawmatics to track KPIs across campaigns, gaining insights into the effectiveness of each initiative and the demand in different practice areas, markets, and even other geographic regions such as Colorado and California. Bourassa can then reinvest in the efforts providing the greatest ROI, while cutting the campaigns that don’t work.

One thing Shawna made clear: She loves tasks. “Game changer,” she remarks. “I see it as almost like a GPS tracker for that potential new client.” The kanban task board provides Shawna a birds-eye view of each case, ensuring no prospect gets stuck or falls through the cracks. The result? Bourassa makes the most out of their leads by giving potential clients prompt and personal attention, winning more business while minimizing attrition.