Client

Intake
Best Practices
with Lexicata
and Clio
Joshua Lenon – Lawyer in Residence
• Attorney Admitted in
New York
• @JoshuaLenon
Michael Chasin – CEO
• Graduate of Loyola Law
School
• @Lexicata
Agenda
• Client development
• Lexicata
• Automating client intake
• Reducing data entry with new clients
• Increasing business development using technology
• Questions
Client Development
Market Transparency
in Legal Services - 2017
It’s Hard to Find a Lawyer

24% of clients say they

do not have a wide range
of choice when choosing
a law firm
It’s Hard to Find a Lawyer

Only 27% of clients reach

out to more than one
potential law firm.
 2,002
Consumers Surveyed
 Consumer Research
How do you find on a lawyer?

62% Get a referral from friend/family

37% Use an online search engine
31% Get referral from another lawyer
28% Look in a lawyer directory or listing
16% Look in the yellow pages
13% Contact a lawyer seen in a TV ad
13% Contact a lawyer seen in an ad online
7% Contact a lawyer heard in a radio ad
6% Contact a lawyer seen on a billboard
 Consumer Research
How do you choose a lawyer?
Responds to first
call/email right away Offers free initial consults
Offers fixed fees
Lets clients pay
by credit card

Exchanges
texts with you

Great-looking
web site

67 % 64% 47% 28% 27% 19%

 Total hours in the workday

2.3 Hours 8 hours Missing 6 hours

Where does the time go?
Additional Info
• 69% agreed: not enough time
in the day;
• 59% report that they struggle
to keep track of tasks and
deadlines;
• Interruptions:
• 25% are interrupted more
than 10 times per day;
• 30% are interrupted 6 - 10
times per day.
Big Law Gaining Most Market Share
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Smaller Firms Mid-Sized Firms Big Law
Growing Market Share

Source: BTI MARKET OUTLOOK AND CLIENT SERVICE REVIEW 2017

Big Law Spends 1/3 More
on Client Development

Source: BTI MARKET OUTLOOK AND CLIENT SERVICE REVIEW 2017

Big Law’s Secret: Invest More
in Fewer Activities

Source: BTI MARKET OUTLOOK AND CLIENT SERVICE REVIEW 2017

Client Feedback → Superior Client
Service → Financial Benefits

Source: BTI MARKET OUTLOOK AND CLIENT SERVICE REVIEW 2017

 How do I get my 6 hours back?
Respond to your client inquiries, fast

Minimize interruptions from existing customers

Streamline and automate administrative tasks where you can

Invest in managing your reputation and client satisfaction levels

Every Client Interaction is a
Marketing Moment
Client Interactions
• Website
• Third Party Services
• Social Media
• Client Intake
• Updates
• Interruptions
• Billing
• Feedback
Online Promotion

Over 80% of buyers of professional services go

to your website to evaluate your capabilities,
regardless of how they may have heard of you.

Source: ICXLegal.com
Client Intake
 FRONT-END BACK-END
Ø Poor Client Experience Ø Poor Processes
ü Inefficient ü Wasted Time
ü Frustrating ü Lost Revenue
ü Duplicate ü Increased Malpractice
Conversations ü Scalability Problems
Ø Bad Communication Ø Lower Retention Rate
ü Response Time/Type ü Lost Revenue
ü Misinformed ü Poor ROI on Marketing $
ü Miscommunication ü Slow Growth
Questions?
Thank You
Joshua Lenon Support@clio.com

joshua@clio.com Support.clio.com

@JoshuaLenon www.youtube.com/user/ClioVideo

Linkedin.com/in/joshualenon

1-888-858-2546