Why an Intake Audit?
In larger law firms, intake has usually grown organically, not planned. Emails, forms, phone, referrals - everything lands somewhere. That works until it doesn't: Inquiries get lost, response times fluctuate, and nobody knows exactly how many leads are actually open.
An intake audit shows in 30 minutes where the biggest bottlenecks are - without external tools, without IT project.
The 5 Audit Questions
1) What Channels Actually Exist?
List all ways inquiries come in:
- Website form
- Email (general, personal)
- Phone (switchboard, direct dial)
- Referrals/network
- Social media / messenger
Red Flag: More than 4 channels without central capture = high risk of lost inquiries.
2) Who Responds - and When?
For each channel: Who is responsible? Is there a target response time?
Typical finding: "Whoever has time" is not a responsibility. Without a clear owner, response time fluctuates between 2 hours and 2 days.
3) How is Priority Determined?
Are there criteria for which inquiries take precedence?
- Practice area
- Urgency/deadline
- Existing client vs. new inquiry
Red Flag: All inquiries are treated equally = good cases wait next to spam.
4) Is There a Status?
Can you say right now how many inquiries are open?
- New (not yet reviewed)
- In clarification (questions ongoing)
- Meeting scheduled
- Completed (accepted/rejected)
Red Flag: No central status = nobody knows what's where.
5) What Happens with No Response?
Is there follow-up logic? Do you follow up when the prospect doesn't respond?
Typical finding: Follow-up happens "when you think of it" - so usually not at all.