A Firm Focused on the Client
Giving Clients Peace of Mind while Driving Great Legal Outcomes
The Situation
Mark Thomas Injury Lawyer has always been focused on people and is passionate about making sure people don’t get taken advantage of. This passion pulled the founder, Mark Thomas, from serving as a defense attorney for insurance companies to starting a practice representing injured victims. This knowledge and experience eases client fears and eliminates uncertainty. The firm also is focused on case outcomes, creating a plan to help clients get better and get their lives back on track. Since 1998 the firm has been growing on this core philosophy. But with growth came challenges in communications. The question was how to scale this client-first approach as more clients came to the firm for help. Phone, email and text were not getting the job done. Mark Thomas Injury Lawyer found the right technology partner in Case Status to consolidate and automate client communications via a single channel allowing the firm to scale world-class engagement.
The Result
The Case Status 5-star app engages clients where they expect: on their smartphones. It offers easy access with a secure login, leading to continued usage due to its utility. Clients can self-serve information that they would typically call or email about, reducing inbound calls and allowing the team to respond to important messages within an average of 4.2 hours, compared to the industry average of 48-72 hours. This self-service capability has saved the firm 366 hours in just nine months, allowing them to focus on legal case work. Case Status eliminates unnecessary calls while maintaining essential engagement, consolidating nearly 3600 outgoing and 2000 incoming messages in one place. This efficient communication has helped the firm achieve more than double the industry average for client satisfaction. With streamlined communications and happier clients, the firm is now leveraging automation to measure satisfaction at every stage and is ready to ask for reviews and referrals.
The Situation
Mark Thomas Injury Lawyer has always been focused on people and is passionate about making sure people don’t get taken advantage of. This passion pulled the founder, Mark Thomas, from serving as a defense attorney for insurance companies to starting a practice representing injured victims. This knowledge and experience eases client fears and eliminates uncertainty. The firm also is focused on case outcomes, creating a plan to help clients get better and get their lives back on track. Since 1998 the firm has been growing on this core philosophy. But with growth came challenges in communications. The question was how to scale this client-first approach as more clients came to the firm for help. Phone, email and text were not getting the job done. Mark Thomas Injury Lawyer found the right technology partner in Case Status to consolidate and automate client communications via a single channel allowing the firm to scale world-class engagement.
The Result
The Case Status 5-star app engages clients where they expect: on their smartphones. It offers easy access with a secure login, leading to continued usage due to its utility. Clients can self-serve information that they would typically call or email about, reducing inbound calls and allowing the team to respond to important messages within an average of 4.2 hours, compared to the industry average of 48-72 hours. This self-service capability has saved the firm 366 hours in just nine months, allowing them to focus on legal case work. Case Status eliminates unnecessary calls while maintaining essential engagement, consolidating nearly 3600 outgoing and 2000 incoming messages in one place. This efficient communication has helped the firm achieve more than double the industry average for client satisfaction. With streamlined communications and happier clients, the firm is now leveraging automation to measure satisfaction at every stage and is ready to ask for reviews and referrals.
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“The Case Status Platform is a game changer. It is the technology for our front office that pairs perfectly with CASEpeer, that does all the hard work in our back office. We are already seeing a first wave of improvement with a decrease in inbound calls. But the platform gives us all the insights we need so we know the clients are happily engaged!”