Add consistency to your intake process and make it easy for potential clients to hire your firm.

1. 5 Things Your Intake
Strategy Needs to Take
on More Clients With Ease
Presenters: Joshua Lenon and Michael Chasin

2. Housekeeping
● Session length: 60 minutes
● Recording & slides emailed tomorrow (*CLE is only available for the live webinar/ the
recording is NOT eligible for CLE)
● Use to engage with fellow webinar attendees
and select “Everyone” in the dropdown
● Use to ask questions directly to panellists
● Please fill out the survey at the end of the session

3. CLE / CPD Information
To qualify for credit, you must:
1. Be logged in on your own device under the email/name you registered with (cannot
share logins).
2. Attend the entire live webinar.
3. Participate in the polls during the live session.
*If you have met the participation requirements, you will receive a personalized CLE/CPD
affidavit from mcle-clio@americanbar.org for the webinar you attended to completion.
Please check your spam or junk folders as these emails often end up there. Please note you
have to fill out an affidavit for each individual webinar. Once you complete the affidavit, you
will be able to download your certificate(s) of attendance and they will be emailed to you as
well from mcle-clio@americanbar.org.

4. 5 Things Your Intake
Strategy Needs to Take
on More Clients With Ease
Presenters: Joshua Lenon and Michael Chasin

5. Lawyer in Residence, Clio
● Attorney admitted into New York
● Certified Privacy Professional
● @JoshuaLenon
5
Joshua Lenon
TODAY’S SPEAKER

6. Strategic Advisor
● J.D./M.B.A. from Loyola Marymount University
● CEO @ Lexicata, Acquired by Clio
● Strategic Advisor @ Clio
6
Michael Chasin
TODAY’S SPEAKER

7. 7
Agenda
● 5 things your intake process needs
○ Scalability
○ Ethics
○ Client Success
○ Flexibility
○ Technology
● Q&A
● CLE / CPD Info
● OPTIONAL: Clio Grow Demo

8. Poll: Describe your client intake process
a. What process?
b. Paper-based
c. Transcription by a law firm member
d. Client-led, electronic client intake
e. Other, share in chat
8

9. Scalability

11. Creating a Scalable
Intake Process Using
Automation
The Funnel

12. Creating a Scalable
Intake Process Using
Automation
Building your Intake Process
SPEED
ORGANISATION
SCALABILITY
CONVERSION
RATE
EFFICIENCY

13. Creating a Scalable
Intake Process Using
Automation
● Work like a lawyer, do business like a business
● Ethics & KYC Provisions
● Train your staff
● Matter type vs Personnel vs Types of clients
● Conditional logic
● Internal checklist(s) - standardised process(es)
● Build for both front-end and back-end
How to Build your Funnel

14. 14
70% of solo lawyers do their own client intake
70% of law firms with 20-49 lawyers do not.

15. BigLaw is Serious About Intake
3/4 of firms with more than
200 attorneys have implemented customer
relationship management (CRM) software
and business intelligence systems.

16. Ethics

17. 4.3% of all malpractice claims arise
from a conflict of interest
Profiles of Legal Malpractice Claims: 2008-2011, ABA
2012

18. Rule 1.7 Conflict Of Interest:
Current Clients
(a) Except as provided in paragraph (b), a lawyer shall not represent a
client if the representation involves a concurrent conflict of interest. A
concurrent conflict of interest exists if:
(1) the representation of one client will be directly adverse to another client; or
(2) there is a significant risk that the representation of one or more clients will
be materially limited by the lawyer's responsibilities to another client, a former
client or a third person or by a personal interest of the lawyer.

19. Rule 1.9 Duties to Former Clients
(a) A lawyer who has formerly represented a client in a matter shall
not thereafter represent another person in the same or a substantially
related matter in which that person's interests are materially adverse
to the interests of the former client unless the former client gives
informed consent, confirmed in writing.

20. MRPC Rule 1.18 : Duties to Prospective
Client
(a) A person who consults with a lawyer about the possibility of forming a
client-lawyer relationship with respect to a matter is a prospective client.
Comment [2] Whether communications....constitute a consultation depends on
the circumstances. For example, a consultation is likely to have occurred if a
lawyer, either in person or through the lawyerʼs advertising...specifically requests
or invites the submission of information about a potential representation without
clear and reasonably understandable warnings and cautionary statements that
limit the lawyerʼs obligations, and a person provides information in response. In
contrast, a consultation does not occur if a person provides information to a
lawyer in response to advertising that merely describes the lawyerʼs education,
experience, areas of practice, and contact information, or provides legal
information of general interest.

21. Don’t Contact Us
Restatement of the Law Governing
Lawyers §14. Formation of a
Client-Lawyer Relationship
A relationship of client and lawyer arises when:
1. a person manifests to a lawyer the personʼs
intent that the lawyer provide legal services for the
person; and either
(a) the lawyer manifests to the person consent to do
so; or
(b) the lawyer fails to manifest lack of consent to do
so, and the lawyer knows or reasonably should know
that the person reasonably relies on the lawyer to
provide the services;

22. Rule 1.15: Safekeeping Property
(e) When in the course of representation a lawyer is in
possession of property in which two or more persons (one of
whom may be the lawyer) claim interests, the property shall
be kept separate by the lawyer until the dispute is resolved.
The lawyer shall promptly distribute all portions of the
property as to which the interests are not in dispute.

23. Lawyers scammed by “clients.”
Divorce
Settlement
Fraud
Employee
Injury /
Dismissal Fraud
Intellectual
Property rights
Fraud
Equipment
Purchase Fraud
Real Estate
Fraud
Debt Collection
Fraud
Business Loan
Fraud

24. Rule 1.10 Imputation Of
Conflicts Of Interest
(a) While lawyers are associated in a firm, none of them shall
knowingly represent a client when any one of them practicing
alone would be prohibited from doing so by Rules 1.7 or 1.9…
(b) [.]
(2) [.]
(i) the disqualified lawyer is timely screened from any participation in the
matter and is apportioned no part of the fee therefrom;

25. MRPC 1.6 Confidentiality
(c) A lawyer shall make reasonable efforts to prevent
the inadvertent or unauthorized disclosure of, or
unauthorized access to, information relating to the
representation of a client.

26. ABA Formal Opinion 477

27. ABA Formal Opinion 477
1. Understand the Nature of the Threat.
2. Understand How Client Confidential
Information is Transmitted and
Where It Is Stored.
3. Understand and Use Reasonable
Electronic Security Measures.
4. Determine How Electronic
Communications About Clients
Matters Should Be Protected.
5. Label Client Confidential
Information.
6. Train Lawyers and Nonlawyer
Assistants in Technology and
Information Security.
7. Conduct Due Diligence on Vendors
Providing Communication
Technology.

28. Public & Private Online Intake Forms
Clio Growʼs public intake form option replaces paper/PDF forms
and in-person intake processes with automated, online intake
forms

29. Client Success

30. Create a Sustainable,
Repeatable Client
Intake Process
Client-Centered Process: Create a great client experience by meeting
expectations
Consider questions like:
● When in the intake process should we talk about fees? After or
before prescreening?
● When should I send invoices?
● What channels will I offer communication through? Just email
and/or phone?
● What about social media or live chat?
● Will I charge for consultations?
● How will clients book meetings with my firm?
*Tip: Be receptive to feedback
30

31. New Client
Expectations
Tech-enabled forms of communication have become a standard expectation among consumers of legal
services—including video conferencing in particular, as well as text messaging, secure portals, mobile apps, and
most notably, online payments.
31

32. The Pitfalls of the
Current Intake System
FRONT END (Client Facing) BACK END (Law Firm Ops)
Poor Client Experience:
● Inefficient
● Frustrating
Disorganised:
● Wasted time
● Lost Revenue
● Professional Negligence
Bad Communication:
● Response time/Type
● Misinformation
● Miscommunication
Lower Retention Rate:
● Lost Revenue
● Poor ROI on Ad Spend

33. 69% of firms find it harder to
generate new leads than 5 years
ago. Meanwhile 65% are often too
busy to handle new clients.
Source: Moneypenny survey 2021

34. The Pitfalls of the
Current Intake System
Poor Client Experience
Source: 2019 Legal Trends Reports
How quickly do
potential clients expect
firms to respond when
leaving a phone
message or email?

35. The Pitfalls of the
Current Intake System
Poor Client Experience
Source: 2019 Legal Trends Reports
39% of our calls went to
voicemail—of which
57% didn’t return our
call within 72 hours.

36. Flexibility

37. 37
The more a lawyer
can introduce a
client to the legal
process and the
options available
to them, the more
likely they are to
find more efficient
solutions that will
benefit both the
client and the
firm.

38. ABA Formal Opinion 482

39. 39
CLE Participation Poll
*Required for CLE Credit
You must click “Yes” to verify
your attendance during this
program for CLE purposes

40. Technology

41. Client Intake &
CRM Software
Makes tracking potential clients easier and helps streamline the intake process.
Growing firms are 46% more likely to use client intake and CRM solutions.
41

42. The Pitfalls of the
Current Intake System
Better Client Experience = Law Firm Growth
Growing firms are 46% more likely to use client intake and CRM solutions
Source: 2021 Legal Trends Report

43. 43
Helps keep documents, sensitive communications, and invoices more secure and confidential.
● Growing firms are 41% more likely to use client portals
● Client portal adoption has fluctuated over time
Secure
Client
Portals

44. ● Find tools that meets your workflow needs
● Search for an all-in-one platforms
● Vet for security and encryption
● Evaluate cost compared to ROI
● Ensure tools are cloud-based
Select the Right Legal Software
44

45. Clio Grow Conversion and Referral Reporting

46. Tools for Improving Analysis

47. More Key Tech for Running a Firm
47
1. The basics (ex. Internet, laptop, monitor, headphones, webcam, portable printer/scanner, e-filing, VPN, company
website w/ contact form)
2. Email (ex. Gmail, Office 365)
3. Internal communication software (ex. Email, Slack, Microsoft Teams)
4. Video conferencing software (ex. Zoom, GoToMeeting, Google Hangouts)
5. VoIP phone provider (ex. Vonage, Corvum, Nextiva, Jive)
6. Virtual receptionist services (ex. Ruby Receptionist, Smith.ai, Answer1, and others)
7. Document management & E-Signatures, cloud-based (ex. Lawyaw Netdocs, WealthCounsel, DropBox, Docusign,
HelloSign)
8. Case management software, cloud-based (ex. Clio Manage)
9. CRM & client Intake software, cloud-based (ex. Clio Grow)
10. Secure client portal (ex. Clio Connect in Clio Manage)
11. Online payment services (ex. Clio Payments)
12. Accounting software (ex. Quickbooks, Xero)
13. Legal research software (ex. Fastcase, Practical Law, Westlaw)

48. 48
Additional Resources &
Questions

49. Clio EasyStart
Track your time and get paid
Everything you need to track your time, bill your clients, and get paid—plus some extras!
Clio Essentials
Optimize firm operations
Includes critical law practice management tools that allow you to work smarter, customize
how your firm gets organized, and communicate with clients and co-counsel.
Clio Advance
Scale your impact
Introduces unlimited access to new productivity tools and more business and financial
oversight. Priority on-call support ensures you get the most out of Clio.
Clio Complete
Grow your business
Scale your business by adding Clio Grow to improve and automate your client intake with
online forms, online appointment bookings, automated emails follow-ups, and more.
Lawyaw
New software for solo, small- and mid-sized legal practices that can help streamline
information gathering and document assembly, along with built-in e-sign and other features.
Visit clio.com/pricing to learn more.
Clio’s Offerings

50. Clio Payments
Clio Manageʼs new online payments platform makes it easy for
your clients to pay online using a credit card, debit card, or
eCheck—without the need for a third-party payment processor.
Clio Drive
Securely create, access, edit, store, and collaborate on
documents without ever leaving your desktop.
Clio for Clients
Clio for Clients, Clioʼs new secure client portal allows you to
streamline communication with your clients.
Text Notifications and Reminders
Use text notifications and reminders to avoid the costly
no-shows and unnecessary administrative overhead that comes
with organizing client meetings.
Visit clio.com/features/whats-new to learn more.
What’s New In Clio

51. Polls for Non-Clio and Clio Customers
Poll 1: For Non-Clio Customers
Would you like to learn more about Clio?
a. Yes, I would like to learn more
about Clioʼs products
b. Clio Cloud Conference
c. No, Iʼm not interested
d. No, Iʼm already a Clio Customer
51
Poll 2: For Clio Customers
Would you like to learn more about:
a. Adding Clio Grow to streamline client intake
b. Adding Clio Payments
c. Clio Cloud Conference
d. No, Iʼm not interested or I already use Clio
Grow

52. Upcoming Events
52
● Webinar, May 12: Get To Know Clioʼs New Payment Platform
● CLE-Eligible Webinar, June 7: Cultural Competence for Law Firms
● Meetup Series, June - August: Legal Marketing Master Class Series
● Cloud Cloud Conference: Oct. 10 - 11, 2022 in Nashville, TN
● All Upcoming Webinars & Content:
Clio.com Resources Page

53. 53
Questions

54. Linkedin.com/in/joshualenon
@JoshuaLenon
joshua.lenon@clio.com
888-858-2546
www.clio.com
54
Joshua Lenon
CONTACT INFORMATION
Lawyer in Residence

55. CLE / CPD Information
To qualify for credit, you must:
1. Be logged in on your own device under the email/name you registered with (cannot
share logins).
2. Attend the entire live webinar.
3. Participate in the polls during the live session.
*If you have met the participation requirements, you will receive a personalized CLE/CPD
affidavit from mcle-clio@americanbar.org for the webinar you attended to completion.
Please check your spam or junk folders as these emails often end up there. Please note you
have to fill out an affidavit for each individual webinar. Once you complete the affidavit, you
will be able to download your certificate(s) of attendance and they will be emailed to you as
well from mcle-clio@americanbar.org.

56. Optional: Clio Grow Demo

57. Poll: Would you like to learn more about
Clio Grow?
a. (Clio users) I would like to learn about Clio Grow
b. (Non Clio users) I would like to learn about Clio Grow
57