How One of America’s Busiest Family Law Firms Transformed Case Assignment with Automated Workflows
A successful law firm with multiple offices in the Midwest struggled with inefficient case distribution due to complex assignment criteria and underutilized assets.
The Problem
An Archaic and Time-Consuming Process for Complex Case Assignment
The law firm had an archaic, time-consuming process for distributing cases to lawyers, which involved manual form submissions, multiple receptionists, lengthy spreadsheets, and a complex timer system for lawyer responses. The process was further complicated by multiple ongoing requests and communication with lawyers.
Initially looking to record contacts in HubSpot and follow a specific process to reduce manual data entry, the firm didn't realize that automation of its entire workflow through HubSpot was possible. During discussions, the firm described its current manual process, and the SmartBug team quickly recognized the potential for full automation in HubSpot.
Our Solution
Leveraging HubSpot to Update and Automate Workflows
- HubSpot Implementation
- Playbook for Lead Qualification
- Automated Deal Creation
- Process Optimization
- Contact Creation and Management
With the old process, customers would submit a form, and receptionists would manually handle the distribution to lawyers via spreadsheets and timers. Because the law firm was already using HubSpot, the SmartBug team was able to leverage its functionalities to create automated workflows, developing a new, more efficient system for case qualification and distribution. The new solution optimized responsibilities, allowing legal assistants to focus more on supporting lawyers with cases and other strategic initiatives.
The HubSpot solution we implemented included automatic contact creation, lead qualification, deal creation, and a streamlined lawyer assignment process with built-in criteria checks and a rotation system. The updated workflow looks roughly like this:
- A customer submits the request form. ↓
- A contact is created and the case criteria are checked. ↵
- A single gatekeeper reviews the case details using the updated company playbook. ↵
- A deal is created depending on qualifications. ↵
- Qualified cases are assigned to lawyers. ⇔
- Lawyers receive the request with the ability to accept or reject it via action buttons. ✅
The screenshot above shows the workflow that assigns cases based on a rotating queue of lawyers, factoring in their availability and willingness to take new cases. If a lawyer declines an opportunity, they're moved to the back of the line until all others have had a chance—it's not a fixed four-person rotation, but a dynamic order of priority.
The solution successfully optimized the operational processes involved with converting a lead into an active case and bringing it into the hands of the lawyer. Ongoing updates are also in effect, such as a submission timer that considers business hours when dispersing cases.
As it stands, the HubSpot solution is pending release after discussions with senior partners and the CRM manager. Although the system is not yet live, it's estimated to be at least three times faster than the previous process, with a reduction in lead assignment time from 24-36 hours to less than five hours. Additionally, the number of people required to manage case distribution has been reduced from three to one, allowing others to focus on more valuable tasks.
The firm can spend a lot more time now helping lawyers with their cases [and] accelerating everything for the lawyers so the lawyers can work through cases faster, finish cases faster, [and] take on more cases.”
