The challenge
A growing litigation firm in Gilbert, Arizona ran intake on a legacy PBX where every new-client call rang one front-desk line. When the receptionist was already on a call or out, prospects hit a busy signal or a voicemail box nobody emptied until morning.
In personal-injury and family law, the first firm to call back usually wins the case, so every unanswered intake call was a signed matter quietly walking to a competitor, and the partners had no way to see how many they were losing.
The solution
Voipcom ported the firm’s main and fax numbers with no downtime, then rebuilt the front door: an auto attendant greets and routes callers, a call queue holds intake overflow and distributes it across paralegals instead of one busy line, and after-hours calls flow to voicemail-to-email plus an instant TextBack so no prospect leaves without a response.
On the back end, the AI Note Taker transcribes and summarizes every recorded intake call and syncs the summary and next steps straight into Clio, while eFax retired the machine in the corner for audit-logged document exchange and HIPAA-compliant email locked down sensitive client records.
The results
- Cut missed intake calls to near zero — overflow now waits in a queue or gets an instant TextBack instead of a busy signal
- Captured after-hours and weekend prospects without hiring an answering service, with voicemails transcribed to the right inbox before the office opened
- Intake notes write themselves into Clio, so an attorney picks up a matter already knowing what was promised on the first call
- Retired the fax machine and analog line for paperless eFax with a full audit trail on every page
“We used to find out about a missed call when the prospect signed with another firm. Now overflow waits in a queue, after-hours callers get a text back the second they hang up, and the intake notes are already in Clio before I open the file. We stopped guessing how many cases we were losing — because we stopped losing them.”
Services used
Representative composite based on real Voipcom deployments; figures are illustrative.