How To Optimize Case Processes At Your Law Firm

Ineffective processes at your law firm are wasting your time and money.

But if you’re doing it yourself, what can you do? Meet Randa Prendergast, the Attorney Whisperer® of Mrs. June Legal. She’s helped law firms for over 15 years on how to “trim the fat” and save you the most money in your case processes.

You’ll learn:

✅ The #1 mistake that is hurting your workflow

✅ How to simplify your intake process

✅ The BIG money-sucker in your case process (and how to fix it)

Get more tips from Randa by signing up for her free newsletter here.

Episode Summary

We’re speaking with industry expert Randa Prendergast who has spent over 15 years helping law firms optimize their workflows to save time and money. The insights shared are invaluable for any law firm looking to improve efficiency and client satisfaction.

Standardize Workflows

Contrary to the belief that every case requires a unique approach, our guest emphasizes the benefits of a standardized workflow. While each case has its distinct elements, a consistent methodology allows for greater efficiency.

Actionable Tip: Develop a comprehensive, documented workflow for each type of case you handle. Flexibility can be built in, but a uniform approach is key.

Client Communication

One common pitfall in law firms is overly customized client communication systems. While well-intentioned, this practice often complicates case management and increases operational costs.

Actionable Tip: Implement a firm-wide standard communication policy to streamline both internal and external interactions.

Intake Process

The initial stages of client engagement, especially the intake process, are critical. Collecting comprehensive information at the onset can save significant time and effort down the line.

Actionable Tip: Make the intake process thorough. Provide clients with clear timelines and expectations to manage their own responsibilities effectively.

Regular Client Updates

Periodic touchpoints with clients are crucial for maintaining good relations and efficient case management. Keeping clients informed reduces unnecessary queries and builds trust.

Actionable Tip: Incorporate scheduled client updates into your workflow. A monthly check-in can go a long way in client satisfaction.

Automation and Tools

Leveraging automation can free up time. Tools like legal management software can help law firms keep track of workflows, communication, and documentation.

Actionable Tip: Evaluate automation tools that fit the specific needs of your law firm, such as legal management software.

Budget-Friendly Alternatives for Case Management

For those who cannot afford premium case management services, our guest recommends DIY solutions with software like Practice Panther and Clio, which offer training resources to help you set up your case management systems.

Actionable Tip: Create a step-by-step workflow, even if it’s a simple bullet-point checklist, to guide each case from start to finish within the case management system.

Billing Process and Cash Flow

Our guest emphasizes the importance of structured billing and collection processes. By optimizing billing, firms can experience a significant increase in cash flow within 30 to 60 days.

Actionable Tip: Develop a billing cycle and consider employing a billing clerk to remove the emotion from the billing process. 

Client Intake and Qualification

Understanding who your ideal client is can save a significant amount of time and ensure a better fit between the firm and the client.

Actionable Tip: Create a list of qualifying questions that align with your ideal client profile. Use these during initial communications to determine if a potential client fits your criteria.

Handling Open Cases

Keeping track of hundreds of open cases in a system can become an organizational nightmare, affecting both efficiency and billable hours.

Actionable Tip: Dedicate a block of time each week to go through your list of open cases, determining which ones need to be closed and which are active. Regularly clean up your case management system to improve efficiency.

Know Your Ideal Client

Before even starting the intake process, know who your ideal client is in terms of demographics, needs, and other characteristics.

Actionable Tip: Identify your ideal client or ‘avatar.’ Use this profile to guide your intake process and ensure that you’re working with clients who are a good fit for your firm.

Addressing Issues at the End of the Case

Many firms face the issue of keeping inactive cases open in their system, making it hard to focus on active cases and affecting the quality of service.

Actionable Tip: Implement a case-closing procedure or task list. Allocate a specific time block monthly to close inactive cases and update the system.

Additional Resources

The guest also offers various resources through her website, from affiliate links to recommended software to free discovery calls aimed at diagnosing your firm’s unique challenges and opportunities.


This episode is a must-listen for any law firm looking to streamline operations and improve cash flow. From defining your ideal client to optimizing billing and collections, the guest provides actionable steps that can have an immediate impact on your firm’s efficiency and bottom line.

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