Law firms historically have overlooked what might be the most important part of the lawyer-client relationship — the sales and client intake process. Many law firms stumble in this crucial first step of retaining new clients and initiating new matters. While many firms have greatly improved their case management procedures the intake process has been ignored almost entirely. Modern client intake has advanced beyond simply taking notes on a legal pad. Firms now need to be able to document their clients’ case using tools accessible from anywhere and integrated throughout their systems. Clio and Lexicata together have built the most powerful and comprehensive intake and case management platform in the world. Join Clio’s Lawyer in Residence, Joshua Lenon, along with Michael Chasin, founder of Lexicata, as they teach you how to build your own perfect intake system for your law firm. In this one-hour webinar, learn how you can use Clio and Lexicata to: Streamline, speed up, and better organize your client intake Ethically handle contact information and conflict checks for prospective clients Use modern intake tools to eliminate data entry for your firm Manage your CRM cycle to anticipate future clients’ legal needs

1. Advanced Client Intake for
Modern Law Firms
Presented by
Joshua Lenon, J.D. – Lawyer in Residence (Clio)
Michael Chasin, J.D./M.B.A. – CEO (Lexicata)

2. Instructor
Joshua Lenon
• Lawyer in Residence at Clio
• Attorney Admitted in New
York
• @JoshuaLenon
Michael Chasin
• CEO at Lexicata
• JD / MBA from Loyola
• @Lexicata

3. Agenda
• Organize your client intake (10 minutes)
• Ethical conflict checks (15 minutes)
• Modern intake tools eliminate errors (15 minutes)
• CRM anticipates clients’ future legal needs (15 minutes)
• Questions (5 minutes)

4. ORGANIZE YOUR CLIENT INTAKE

5. The CurrentClient Intake Landscape
1.All Focus on Case Management, Why No Intake
Management?
2.Limited Use of Technology for Sales/Intake
• Very Cumbersome & Slow Approach (For Both Law
Firm & Client)
• No Repeatable/Systematic/Scalable Processes
3.Systems Not Integrated (duplication of efforts)

6. Pitfalls of the CurrentIntake Landscape
1.Poor Client Experience:
• Inefficient
• Frustrating
2.Bad Communication
• Response Time/Type
• Misinformed
• Miscommunication
1.Disorganized:
• Wasted Time
• Lost Revenue
• Likelihood of Malpractice
2.Lower Retention Rate
• Lost Revenue
• Poor ROI on Marketing $
FRONT END (Client-facing) BACK END (Law Firm Operations)

7. Creating Your Intake Funnel

8. 1.Speed, Organization, Needed Information
2.How/Where to Market
• ABA Rule 7.2 (Advertising) & ABA Rule 7.3 (Direct Contact with ProspectiveClients)
3.Ethical Rules/Conflicts Checks
• ABA Rule 1.7 - Need to Maintain a Current Conflicts Check System
4.Assigning Roles/Responsibilities
5.Criteria for Evaluating Cases
What to Consider When Building Your Funnel

9. Have a Vantage Point

11. 1.“The Rule of 7”
2.According to a Recent Harvard
Business Study:
• 35%-50% of leads are retained by
first responder
• 100x better chance if answered
within 5 minutes vs 30 minutes
Speed Matters

12. Make Sure to Capture Your Leads Into Your Funnel
1.Speed, Organization, Needed Information
2.How/Where to Market
• ABA Rule 7.2 (Advertising) & ABA Rule 7.3 (Direct Contact with ProspectiveClients)
3.Ethical Rules/Conflicts Checks
• ABA Rule 1.7 - Need to Maintain a Current Conflicts Check System
4.Assigning Roles/Responsibilities
5.Criteria for Evaluating Cases

13. Your Firm Needs:
1. A Systematic Way for Tracking Potential
Clients
2. To Track the Status and Type of Matter
3. A Way to Track Each “Touch Point”
4. Streamlined Communication within the
Firm
5. A Workflow Established for Each Type of
Matter
1
2
3
4
5

14. x
• Knowing More About Your Leads Will Increase Your
Conversion Rates
• Make Sure to Segment Contacts with Tags/Labels
• Ability to Filter/Search is Invaluable

15. ETHICAL CONFLICT CHECKS

16. 4.3% of all malpractice claims arise
from a conflict of interest
Profiles of Legal Malpractice Claims: 2008-2011, ABA
2012

17. Rule 1.7 Conflict Of Interest:
Current Clients
(a) Except as provided in paragraph (b), a lawyer shall not
represent a client if the representation involves a concurrent
conflict of interest. A concurrent conflict of interest exists if:
(1) the representation of one client will be directly adverse to another
client; or
(2) there is a significant risk that the representation of one or more
clients will be materially limited by the lawyer's responsibilities to
another client, a former client or a third person or by a personal
interest of the lawyer.

18. Rule 1.9 Duties to Former Clients
(a) A lawyer who has formerly represented a client in a matter
shall not thereafter represent another person in the same or a
substantially related matter in which that person's interests
are materially adverse to the interests of the former client
unless the former client gives informed consent, confirmed in
writing.

19. Rule 1.10 Imputation Of
Conflicts Of Interest
(a) While lawyers are associated in a firm, none of them shall
knowingly represent a client when any one of them
practicing alone would be prohibited from doing so by
Rules 1.7 or 1.9…
(b) [.]
(2) [.]
(i) the disqualified lawyer is timely screened from any participation in
the matter and is apportioned no part of the fee therefrom;

20. Centralizing Contacts to Avoid Errors
• Do not let contact information to reside in individual
accounts or devices
• Sync contact information to central accounts
- Including closed file information
• Store information in searchable formats
• Document conflict checks searches

22. Conflict Checks in Clio

23. Conflict Checks in Clio

24. Ethical Walls in Clio

25. MODERN INTAKE TOOLS
ELIMINATE ERRORS

29. Information Collection
1.“The 1:100 Rule”
2.Think Through Who You Want Handling This Step
3.Strong Need to Collect Extensive & Accurate Information:
• Avoid Malpractice
• Avoid Bad Clients/Bad Cases
4.Finding a Balance – Information vs Inconvenience
• Law Firm & Client Time
• Unnecessary back-and-forth
• Disrupts the Building of Rapport
5.Develop a Repeatable/Scalable Process (think like a startup)

34. Retention Process
Time to Seal the Deal
• Remove All Barriers
• Get It Done Quickly
• Make It as EASY as Humanly Possible
• Clearly Communicate Next Steps (Manage
Expectations)

44. CRM ANTICIPATES CLIENTS’
FUTURE LEGAL NEEDS

45. CRM & Future Legal Needs
• Only 30% of people with legal issues seek lawyers’ help
- Primary means of selection was ‘prior direct experience.’
• Most cases include information identifying future legal
issues
- Ex. Dissolution of Marriage
• Wills and estates concerns
• SMB structures
• Real estate
• Tax planning

46. Legal Checkups
ABA Commission for Legal Services: Issues Paper Concerning
Legal Checkups:
• Identify legal issues, not to solve them
• Direct the user to appropriate resources

49. Planning Future Outreach
1. Have something important to tell them
2. Get in touch
3. Make it about the client
4. Provide value, then seamlessly mine for data
5. Follow-up
‘Business Development Lessons from Hannibal
Lector,’ BTI Consulting, September 24, 2014

50. Using Lexicata to Nurturing Your Relationships
1.Drip Marketing Campaigns
• Set up a series of automated emails to keep in touch with contacts
2.Managing Your Referral Network
• Thank You Notes
• Track Incoming/Outgoing Referrals
3.Your Previous Clients
• Your Previous Clients Can Be Your Best Resource for Referrals
• Mailing Lists

54. Conclusion
1.Track Your Clients
2.Convert Them Into Clients With Ease
3.Don’t Forget About Them Afterwards

55. “Don’t look at how Googlecan help you do
whatyou are alreadydoing, just better.
Look how Googlecan open your eyes to
thingsthat you never thought
were possible”
Google NPR Interview Quote

56. QUESTIONS?

57. Thank You
Joshua Lenon
• joshua@clio.com
• @JoshuaLenon
• Linkedin.com/in/joshualenon
• 1-888-858-2546
Michael Chasin