The Challenge:
A highly specialized personal injury law firm in MD has expensive advertising that gets responses 24/7. A qualified birth injury case can be worth over $1M, so they never want to lose even a single lead. However, they cannot expect employees to continue to handle calls in the middle of the night or on weekends. They also have peak times of day when they have more calls than their personnel can handle.
Our Strategy:
24-Hour Coverage
- SUITE 1000 answers their calls after-hours, weekends, and holidays the same way the firm would. We even handle roll-over calls during business hours when all their own staff are tied up. Callers never know they are speaking with an outside service. We ensure they NEVER lose a potential client.
Trained & Experienced Intake Specialists
- We provide experienced intake specialist to answer their calls and get full intakes.
Customized Intakes
- Every case type has its own customized intake form based on the qualifying criteria of the firm. Even unqualified cases are fully documented.
Intake Delivery
- Our client has different delivery instructions based on office hours, time-of-day, case type and if an intake met their qualifying criteria.
- They have the option of having intakes emailed or texted to an individual or a group and/or uploaded into their case management system.
- During office hours, qualified callers can be transferred to the office. After-hours they can be transferred to an on-call staff members.
Measurable Results:
- The firm has stopped losing ANY leads or wasting their advertising dollars.
- 30% more intakes are being collected each month without increasing their advertising spend or their labor costs.
- Their close percentage has increased significantly because every caller gets immediate attention. They no longer chase prospects for days or lose them altogether because they called another firm.
Why It matters:
Personal injury law is extremely competitive and advertising is very expensive. Providing true 24-hour service has allowed the firm to capture more cases and make more money without increase the firm’s advertising spend or labor costs!
