Summary
Stop Managing Intake. Start Designing It!
A 60-Minute Session on Re-Designing Client Intake with Intention
Most intake systems were never designed. They evolved.
Someone needed a form, so they built one. Someone needed a way to track leads, so they made a spreadsheet. Someone left, someone new arrived, and they did it their own way. Step by step, workaround by workaround, handoff from one to another, your intake process became a living record of every problem nobody had time to solve.
The result is a system that works — mostly — until it doesn't. Leads that go quiet. Handoffs that break down. Attorneys rotating through triage between client work. Potential clients waiting too long for an answer that should take 24 hours. A mental load so heavy that the people carrying it may have stopped asking if there is a better way.
There is!
Intake is not an administrative function. It is a revenue intelligence system. It’s a core business process - lots of things flow from and connect to it. It's the front door of your firm. It is where your best data lives, where your client experience begins, and where every downstream problem is either created or prevented. And right now, most firms are managing it on instinct, goodwill, and the heroic effort of a few people holding it together.
This session is about what happens when you stop managing intake and start rethinking and redesigning it.
You will leave with a clear picture of what intentional intake looks like in practice — the stages, the roles, the data, the experience. You will have language for the problems you have been feeling but could not name. And you will have a place to start.
You will leave this session with:
A framework for diagnosing what is broken and why
A clear picture of what great intake looks like across people, process, technology, and data
Language for the problems you have been carrying without words
A place to start — no matter the size or focus of your firm
This session is for anyone who:
Works inside a law firm/office or legal department and intake is a priority
Wants people to work even better together
Knows the process is broken, but sees no clear path forward
Is tired of solving the same downstream problems over and over again
Cares about CX, EX, and BX
Is ready to move with new frameworks - and intention
WATCH HERE! https://us02web.zoom.us/rec/share/-2wHo-BJ4OLobXwZ-VZhpEliS4SA9xPDJhFQb9TGC3TV8FOoY9sV3LRw1QhV9PkS.jS1tXVWWmue9_R7l?startTime=1779984047000
Passcode: S+d.A=3N
Presented by Amy Hrehovcik, Intake Amy and Catherine Alman MacDonagh, JD, Legal Lean Sigma Institute