Case Study - Optimizing Client Intake and Matter Management Workflow
Sterling Chambers, a boutique advisory firm, struggled with an inefficient and fragmented client intake process. Contour designed and implemented a centralized system, automating data collection and streamlining matter creation, improving both client experience and internal efficiency.
- Client
- Sterling Chambers
- Year
- Service
- Workflow Automation & Bespoke Solution Engineering
The Challenge: First Impressions Matter
For a boutique firm like Sterling Chambers, the client intake process is a critical first touchpoint. Their existing manual process, involving email chains, PDF forms, and manual entry into practice management and billing systems, was becoming unsustainable. It created administrative overhead, increased the risk of data entry errors, and sometimes led to delays in formally opening new matters, impacting the client experience.
Our Approach: Engineering a Seamless Onboarding
Contour's engagement focused on understanding the end-to-end client and matter inception workflow. Through process mapping and stakeholder interviews, we pinpointed key areas for improvement:
- Fragmented Data Collection: Information gathered piecemeal via email and phone calls.
- Duplicate Data Entry: Client and matter details entered manually into multiple systems (CRM, Practice Management, Billing).
- Lack of Process Visibility: Difficulty tracking the status of new client inquiries and matter setup.
- Manual Task Assignment: Ad-hoc communication for assigning conflict checks, engagement letters, and initial tasks.
Our solution was a custom-engineered platform designed for seamless integration:
- Secure Intake Portal: A branded, secure web portal for clients to submit initial information and upload necessary documents.
- Data Validation & Enrichment: Automated checks for data completeness and consistency, potentially enriching data from external sources where applicable.
- Practice Management Integration: Direct API integration to automatically create client and matter records in Sterling's existing practice management system.
- Automated Task Generation: Rule-based creation and assignment of initial tasks (conflict checks, engagement letter drafting) within the practice management system.
The Outcome: Efficiency and Enhanced Client Experience
The new centralized system dramatically streamlined Sterling Chambers' intake process. The 30% improvement in speed was significant, but the qualitative benefits were equally important. Reducing manual data entry minimized errors and freed up valuable administrative and paralegal time. Attorneys could engage with clients more quickly, confident that the necessary administrative setup was handled efficiently and consistently. The improved process reinforced the firm's image of professionalism and efficiency from the very first interaction, enhancing the overall client experience.