Overview
The firm needed a workflow-native system, not a generic CRM. We redesigned intake, follow-up, case assignment, and internal visibility around how the team already worked.
19%
Faster Client Intake
13
Advocates Supported
0
Unified Matter Pipeline
Challenge
•New enquiries were being tracked across spreadsheets, WhatsApp, and individual inboxes.
•Senior advocates had limited visibility into intake velocity and follow-up quality.
•Admin effort was being spent on repetitive coordination instead of client service.
Solution
•Built a custom CRM with lead capture, matter intake, task routing, and role-based dashboards.
•Added workflow states for consultation, onboarding, document collection, and ongoing case progress.
•Centralised communication history so the team could see what happened before every follow-up.
Impact
•Client intake time dropped substantially because the first-call process became structured.
•Matter visibility improved across partners, associates, and support staff.
•The firm moved from reactive admin work to a predictable intake pipeline.
Technology Stack
ReactTypeScriptNode.jsPostgreSQLRole-Based Access Control