Insights for Modern Law

As a personal injury law firm, Jeffcoat handles sensitive cases. Clients are often in pain, under stress, and trying to navigate the aftermath of life-changing injuries. Understandably, they want regular updates and to feel heard throughout the process.

They needed a smarter way to stay personal without being buried in admin.

What they came up with didn’t just save time… it reshaped how they worked.

The Challenge

Clients in the treatment phase wanted regular updates. The Jeffcoat team wanted to provide them. In addition to regular check-ins, the Jeffcoat team held weekly calls (sometimes up to an hour and a half) to understand the personal impact of each case. These conversations helped shape the demand letters personalization section but weekly phone calls were taking a toll on case managers' time, productivity, and bandwidth.

It wasn’t just about saving time. It was about finding a way to keep communication strong without sacrificing the quality of client experience.

The Solution: Smarter, Not Less Personal

Jeffcoat didn’t just adopt Hona’s client portal, they made it their own.

Like many firms, they used it to automate the basics:

• Case status updates
• Secure messaging
• Document sharing and signing 

But Jessica Lockhart, the Director of Operations, and her team went further.

They used one of Hona’s smallest features, custom forms, in a big way. Each week, clients received a short, open-ended form that served as a journal. It asked questions like:

How are you feeling? What’s changed this week? What’s something you’ve struggled with due to your injury?

Why It Made a Difference

‍Clients weren’t being asked to recall everything at once during a call. If they had a hard moment (like not being able to lift their child) they could jot it down in real time.

“We’re getting better, more personal details because clients don’t feel put on the spot. They get to tell their story in their own time, and it really shows in the personal impact sections of our demands.”

— Jessica Lockhart, Director of Operations, The Jeffcoat Firm

The Impact

• 100+ hours saved per week
  The firm saved over 100 hours a week on admin calls.
• 50% increased caseload capacity
  Case managers were able to increase their monthly caseload from 100 to 150, without compromising the client experience.
• Better demand letters
  Client form responses and case details were automatically passed from Hona to EvenUp, helping generate more personalized and effective demand letters.
• Happier clients
  The Jeffcoat client feedback: “Thank you, this is SO much easier.”
  
  

Lessons Learned

For the Jeffcoat Firm, using a client portal wasn’t just about automation. It was about empathy at scale.

By leaning into small features with big potential, like open-ended forms, they preserved what mattered most: connection, care, and stories that truly reflect the impact of an injury. And they did it while giving their team time to do the work that moves cases forward.

Want results like this? Streamline your process, free up your team, and make your clients even happier, just like Jeffcoat did.

Big Law has big bucks. Giant teams. Glossy offices. But guess what? None of that matters when you’ve got tech on your side. In a world where clients care more about responsiveness and results than marble lobbies, small firms can absolutely win. If they play it smart.

Here’s how boutique and solo law warriors can leverage technology to level the playing field: (without the Big Law budget).

1. Move Case Management To The Cloud 

Big firms have IT departments. You don’t need one. Cloud-based case management tools give small firms access to the kind of secure, organized infrastructure that used to be out of reach.

• Skip the costly infrastructure: No servers, in-house tech support.
• Access files from anywhere: Remote-ready access for your team and clients.
• Stay organized: Centralized files, real-time updates, and easy collaboration.

2. Client Portals = Your New Secret Weapon

A secure client portal offers big-firm polish without extra admin.

• Real-time transparency: Secure client portals like Hona, allow real-time case updates and document access for your clients.
• Reduce back-and-forth: Clients stay informed without having to call or email about administrative updates. 

3. Automate What Doesn’t Need a Human Touch

You don’t need a large support staff to stay efficient. Automation gives you the same edge, minus the payroll.

• Automate routine tasks: Think document generation, client onboarding, billing, and reminders.
• Reduce risk of error: Consistency and compliance, built into the process.
• Refocus your team: Free up time for high-value legal work and client interaction.

4. Adopt Tools That Power Virtual and Hybrid Work 

Tools like video conferencing, e-signature software, and cloud storage help small firms match the flexibility and reach of larger competitors.

• Improve employee retention and your talent pool by offering flexible work arrangements that support work-life balance.
• Reduce overhead on office space, utilities, and commuting-related expenses.

5. Let Data Do the Talking

Gut feelings won’t cut it against Big Law’s analytic teams. Here’s how smart firms are letting data drive:

• Identify what’s working:: Track case timelines, team performance, marketing results, and more. See what’s moving the needle (and what’s just noise).
• Surface trends you’d miss otherwise: Use analytics to see patterns across cases, spot risks early, and plan better outcomes.
• Plug into powerful tools: Legal AI tools, like Lexis+, Co-Counsel (formerly Casetext), help you turn raw information into real decisions.

Real-Life Impact

Small firms that adopt these strategies are seeing measurable impact: fewer hours lost to admin, smoother client experiences, and room to grow without burning out their team. It’s not about catching up to Big Law, it’s about building a firm that runs lean, delivers better, and stands out for all the right reasons.

Artificial Intelligence (AI) isn’t just for tech startups, it’s quietly (and quickly) changing the way law firms attract, engage, and convert new clients. Here’s how smart firms are putting AI to work on the front lines of client acquisition: 

1. Automating Your Client Intake 

• Forget missed inquiries or slow responses. AI-powered chatbots handle first-touch conversations 24/7. They capture leads, answer basic questions, and keep the conversation going, even when your team’s offline.
• Automated follow-ups keep prospects warm without dropping the ball, helping firms convert leads faster and more consistently.

2. Predictive Analytics

• AI doesn’t just look at data, it learns from it. Predictive tools help firms spot patterns in client behavior and figure out which leads are most likely to convert.

3. Personalized Marketing at Scale

• AI makes personalization easy (and automatic). From email campaigns to ad targeting, AI tools create messaging that hits the right tone, with the right offer, at the right time. 
• This personalization leads to higher engagement, stronger early connections, and more conversions from first click to signed retainer.

4. Spend Smarter, Not More

• AI-driven insights break down what’s performing and what’s not. Enabling your firm  to invest in strategies that maximize return on investment.
• Real-time data allows firms to adjust strategies swiftly, staying ahead of market trends and competition.

Real-Life Success

Law firms already using AI in their client acquisition strategies are seeing the impact:

•  Higher conversion rates
•  Faster intake
• Smarter targeting

It’s not just more efficient, it’s how modern firms will grow smarter, stay competitive, and show up better for clients.

Choosing the right case management system isn’t just a tech decision, it’s a strategic one. The right platform helps your firm run more efficiently, scale with confidence, and deliver a better client experience.

Clio, Filevine, and MyCase are three of the most popular tools in the legal world, each with its own strengths (and tradeoffs). Here’s a straight-to-the-point comparison to help you choose the one that fits your firm best.

Clio: Scalable and Feature-Packed

Clio is the heavyweight in the space, for good reason. It's built for flexibility, integrations, and growth.

Strengths:

• Highly scalable and feature-rich, ideal for firms of all sizes.
• Offers hundreds of integrations with third-party applications.
• Excellent billing and invoicing features

Weaknesses:

• Client portal features are only available in higher-tier plans.
• Can become costly with add-ons and integrations.

Best fit for: Firms looking for a comprehensive system that can grow and evolve with them.

Filevine: Collaborative and Customizable

Filevine is purpose-built for teams, especially those working in litigation-heavy environments.

Strengths:

• Exceptional team collaboration tools, especially for larger teams.
• Built-in texting capabilities for easy client communication.
• Highly customizable workflows, great for litigation-heavy practices.

Weaknesses:

• Steeper learning curve due to complex customization options.
• Client portal features are limited.

Best fit: Firms with high case volumes that need tailored workflows and team visibility.

MyCase: Simple and Affordable 

MyCase is a great entry point for firms that want functionality without complexity.

Strengths:

• Simple, user-friendly interface ideal for smaller firms.
• Built-in client portal with secure messaging and file sharing.
• Transparent, competitive pricing.

Weaknesses:

• Fewer advanced features and integrations compared Filevine and MyCase.
• Lacks advanced features to scale as smoothly with fast-growing firms.

Best fit: Solo and small firms prioritizing ease of use and client communication on a budget.

Enhancing Your Choice with Hona

Choosing a case management platform is a smart move. Adding Hona? That’s the power play. It plugs into any system, Clio, Filevine, MyCase, and instantly upgrades how you communicate with clients. Hona complements any case management platform by providing seamless client updates, secure messaging, and automation. 

Ultimately, the best platform is the one that supports how your firm works. Consider your size, case volume, workflow preferences, and growth plans. Then choose the solution that aligns with your goals, and supercharge it with tools like Hona to ensure nothing slips through the cracks.

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Positive reviews and client referrals are among the most powerful tools in your law firm’s growth strategy. Why? Because people trust people. In fact, 82% of legal clients read online reviews before ever reaching out to an attorney, according to a FindLaw survey. Reviews build credibility, boost trust, and bring in more business than any cold ad ever could. If you want to turn satisfied clients into your firm’s loudest cheerleaders, here are actionable strategies to make it happen.

1. Perfect Timing

• The best time to ask for a review? Right after the case wraps. Your client’s happy, relieved, and emotionally connected to your firm. 
• Clients are more likely to provide positive reviews when their experience is fresh. 

2. Make It Stupid Easy

• Don’t make clients dig through inboxes or navigate confusing websites.
• Send them a direct link to your preferred review platform, and include a quick how-to if needed.
  The easier it is, the more likely they are to actually do it.

SEO Tip: Include keywords like “how to leave a Google review for a law firm” in anchor text or FAQs.

3. Use Automation to Do the Heavy Lifting

• Stop chasing reviews manually. Utilize automation tools to consistently request feedback from clients without manual follow-up.
• Tools like Hona plug directly into your case-closure process, firing off review requests at exactly the right moment. 

4. Personal Touch = Power Move

• A little effort goes a long way. Address your client by name, and if possible, mention a detail from their case.
• It makes the request feel genuine, not transactional. This increases the chances of getting a thoughtful, specific review.

Pro Tip: Personalized messages perform significantly better than generic ones in client feedback campaigns.

5. Don’t Just Read Reviews. Talk Back. 

• Actively respond to reviews, both positive and negative. Thank clients who leave glowing feedback, and address less-than-perfect reviews with professionalism and care.
• This builds trust with potential clients and shows that your firm listens, learns, and values transparency.

6. Leveraging: Turn Praise Into Proof

• Showcase standout testimonials front and center on your website, landing pages, and social channels.
• Build compelling case studies that spotlight wins and satisfied clients. Nothing builds trust like real results.

Building a strong reputation doesn’t happen overnight,  but it does happen consistently. And in today’s digital-first world, online reviews are often the first impression your firm makes. When you make it easy for clients to share their experiences, and you’re intentional about when and how you ask, you turn everyday moments into long-term impact.

By weaving these strategies into your client experience, your firm will consistently generate positive reviews, encourage referrals, and build a strong, authentic reputation in the legal community.

The legal industry isn’t exactly known for moving fast, but client expectations sure are. As we continue into a more digitized world, people are no longer satisfied with traditional, one-way communication. They’re used to tracking packages, getting banking alerts, and managing their lives from their phones.

And guess what? Legal clients are no exception.

According to the latest Clio Legal Trends Report, 60% of clients now say they prefer to get their case updates through secure online portals. Marking a significant shift away from traditional phone calls and email exchanges. 

What’s Driving the Shift?

1. Convenience and Accessibility:
   
   • Clients want access on their terms. Online portals make that possible. They allow clients to access updates anytime and from anywhere.
2. Transparency and Trust:
   
   • When clients can see what’s happening in real time, they stop wondering and start trusting. It builds confidence, and keeps the “What’s going on with my case?” calls and emails to a minimum.
3. No More Communication Potholes
   
   • Missed calls, confusing email threads, forgotten updates... it all adds up to frustration. A secure online portal clears the air. Everyone knows where things stand, without needing to ask.
     

What Law Firms Should Be Doing

‍Modern clients aren’t comparing you to other firms. They’re comparing you to every digital experience in their lives. And if you don’t measure up, they’ll find someone who does.

1. Roll Out a Client Portal:
   
   • Platforms like Hona that integrate with your case management software make it easy to provide real-time updates, document sharing, and secure messaging in one centralized place. It’s a straightforward way to upgrade your communication without adding more to your plate.
2. Automate Routine Updates:
   
   • Not every update needs a personal touch. Automating case progress notifications, deadline reminders, or document uploads ensures clients are always in the loop without pulling your team away from more important work.
3. Set Clear Expectations:
   
   • Digital doesn’t mean impersonal. Make sure clients understand how the portal works, what kinds of updates they’ll receive, and how frequently they’ll hear from you. A little clarity goes a long way in avoiding confusion later.
     

The Bottom Line

Clear, reliable communication. It’s one of the first things clients judge you on, and one of the biggest factors in whether they stick around. Firms that embrace secure, digital-first tools aren’t just checking a box, they’re showing up in a way that builds trust and sets them apart.

The legal world is shifting fast. Hanging on to old habits (like relying on calls or scattered emails) will only slow your team and firm down.