Case study
How Carbone Lawyers made client intake 200% faster
A growing Melbourne personal injury firm set out to make its client experience as fast and consistent as its reputation, so every enquiry reaches the right person quickly and the team spends its time on clients rather than admin.
Key results
- 200%
Faster first response
- 100%
Enquiries captured & routed
- 15hrs
Intake admin saved per week
The opportunity
The opportunity
In personal injury, the firm that responds first, in a helpful and human way, is usually the firm that earns the client's trust. Speed and follow-through aren't nice-to-haves; they shape the whole client relationship.
Carbone Lawyers has built a strong reputation and a steady flow of enquiries arriving around the clock, across phone, web forms and referrals. Like most growing firms, that volume was spread across several channels at once. The firm wanted one clear view of every enquiry, so the standard clients experienced stayed just as high as the practice grew.
With each signed PI matter critical to the firm, getting that first response right carried real, measurable value.
For Carbone Lawyers, real lawyer input and senior lawyer input are just as important as speed and trust. With the new system developed in consultation with WorkflowPower and monday.com, two or three senior lawyers can often review an enquiry within minutes, giving each potential client the benefit of prompt attention and experienced judgment from the outset.
Enquiries arrive 24/7
- CapturedLogged the moment it arrives, nothing slips through.
- Triaged & routedSent to the right person, with clear ownership.
- Senior reviewSeen by a senior lawyer within minutes.
The approach
The approach
Working with WorkflowPower, Carbone brought every enquiry into a single intake process. New enquiries (from the website, phone and referrals) are captured the moment they arrive, triaged, and routed straight to the right team member, with clear ownership and follow-up built in.
The technology runs quietly in the background. What the team notices is simpler: every enquiry is accounted for, and everyone can see exactly where each one stands.
The results
The results
First response times are now 200% faster, so clients get the best experience possible.
100% of enquiries are now captured and routed automatically, including after-hours and weekend enquiries that arrive outside business hours.
The team has 15 hours a week back, instead of juggling lead routing and management. That time can now be spent doing what they do best: servicing their valued clients and preparing legal matters in the most robust and effective way possible.
We've always backed ourselves on looking after clients. Clients have always been our number one priority, and our foremost concern is servicing them in their time of need, quickly and efficiently. This system gives us a way to do that consistently, at any hour, as we grow. Every enquiry reaches the right person fast, everyone can see exactly who's handling what, and the team has hours back each week to spend on clients rather than admin. With the new system in place, two or three senior lawyers are often looking at the leads that come into the firm and providing real-time feedback, so every matter we sign on has senior eyes involved from the very first touchpoint.
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