How Automation Enhances Client Experience in Mass Tort Cases

The success of a mass tort case, both for your firm and for your clients, depends on the number of people who join the lawsuit. The more people that participate, the greater the sense of justice for those injured, and the more income for your firm. Yet managing the intake and funneling of thousands of clients takes a tremendous toll on your firm without generating billable actions. In addition, clients feel frustrated when they spend time engaging with your firm, only to be rejected by an intake professional or to find that you do not follow up efficiently. 

What is the key to enhancing the client experience when managing thousands of clients simultaneously? The key is automation. In mass tort cases, automation improves your client’s overall experience from initial contact to successful settlement, while also helping your firm stay profitable.

Automation Leads to More Effective and Accurate Screening 

When a client responds to an advertisement about your mass tort case, without an automated system, their information gets fed to an intaker or screener. That individual must decide if the client fits the parameters of your case. The potential client spends time answering questions, taking phone calls, or responding to emails, depending on your system. Then, they may or may not be accepted to move to the next step. 

This process is costly for your law firm and can frustrate your potential clients. In one case study, Tabak Law, a Social Security and disability law firm, had 800 leads rejected by their intakers. Each of those leads was priced at $30, even though they were rejected. That was $24,000 in costs without a single billable hour from a qualified lead. In addition, 800 people had a negative experience with the firm after spending time on the first step of intake, only to be rejected. 

Automation on the intake level eliminates this process. Your firm determines the qualifying questions to ask potential clients, and the system screens them automatically. You get a higher number of qualified leads moving past the intake step, without the high cost of an intaker or screener. This automation also eliminates the risk of rejecting clients you could help due to human error, so the clients you do move into your lawsuit are those you can and should be helping. 

Automation from the Client’s Perspective 

Once a screener approves the potential client, they get fed into your client intake funnel. This often requires them to respond to emails or mailed letters to sign documents and become part of the case. While the client may have a strong desire to be part of the case, they can easily forget to respond promptly, leaving them frustrated when they miss a deadline or the opportunity to participate. In addition, this paperwork takes more time. Finally, they must rely on your team to remember to call them or email them when it’s time to take the next step. While this might seem easy, when you have hundreds of people to email, it’s easy to miss a few. 

When you implement an automated intake and client management system, like Law Ruler, designed for mass tort and high-volume cases, many of the human steps in this process are automated. The intake process no longer requires a human screener. When they need to sign a document to proceed to the next step, the system sends it and then sends reminders automatically. This ensures the client does not forget to take those crucial next steps, increasing the chances that they can participate in the lawsuit and get the compensation they deserve. 

Throughout this process, even though the system is automated on the law firm’s end, the client receives a highly personal experience, improving customer service. Emails, text messages, and even automated phone calls are personalized to that client, and that makes them feel connected to your firm, even while you are managing thousands of leads. 

Reach More Qualified Leads with Automated Intake Processes 

One of the drawbacks of the traditional mass tort process is the need to rely on screeners or intakers to screen clients. Potential clients become frustrated when they are rejected after spending time with the intake professional, and your firm wastes money every time a lead gets rejected. Automation can fix both of these concerns. 

After switching to Law Ruler and their automated lead management solution, Tabak Law saw a 40% increase in qualified lead responses. The automated emails, texts, and phone calls, combined with eSignature collection, increased the likelihood that leads would take the next step and move toward becoming clients. As a result, the firm went from handling just a few thousand SSD clients to over 20,000 in a very short period of time, and without sacrificing the quality of their customer service experience. 

Automated Workflows Mean No Missing Steps 

When a law firm forgets to send a crucial document or make a necessary follow-up contact, the client relationship suffers. Yet, when managing thousands of cases, your firm can easily miss a few. That’s where automated workflows come into play. 

With Law Ruler, you enter a client into the system, and it automatically takes them from one step to the next. You do not have to spend physical time managing the clients, but rather can focus on billable tasks and client-facing interactions. By giving you this time freedom, these automated workflows allow you to reach even more people with the legal services you provide. 

These automated workflows were a key to Tabak Law’s explosive growth. They indicated, “We have automations set when a certain status is triggered. It used to be a nightmare—get the person on the phone, mail them something, and get it back in the mail 55% of the time. Now, we get about 95% of our reconsiderations back. That saves us thousands of hours a year.” 

Reach More People While Maintaining a Positive Customer Experience with Help from Law Ruler 

Today’s mass tort and high-volume law firms cannot sustain a healthy volume of clients without automation. Law Ruler is a legal CRM designed with large law firms and cases in mind, offering automation that makes it simple to find, onboard, and track clients while providing an exceptional client experience.  

Law Ruler’s integrated system, which has all of the features you need to successfully intake, onboard, and nurture thousands of leads at the same time, was created to meet this need. Whether your firm needs to streamline its intake process, automate its follow-up and client document workflows, or find a comprehensive solution that manages all of your CRM tasks on one platform, you will find it with Law Ruler. Reach out to schedule a demo today, and see the difference that a legal CRM designed for high-volume law firms can make in your firm’s customer service and overall defectiveness.