How Adam Smallow Injury Lawyers Took on 3x More Cases Without Doubling Staff
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At Adam Smallow Injury Lawyers, case volume grew and grew. A great thing! But so did the calls. The relationship managers of the firm constantly felt tied up on the phone, slowing down operations.
The Smallow team needed a way to continue taking on cases without sacrificing responsiveness, client care, or firm efficiency.
Prioritizing Proactive Outreach
Since 2023, the Smallow team has used Hona to:
- Automate updates at every milestone and in between
- Text back and forth instead of playing phone tag or relying on email
- Answer FAQs in the portal and through texting with message templates
- Educate clients about the legal process when clients enter and leave new phases
- Give clients access to their case 24/7 with a clear, organized case tracker that's always updated
By prioritizing proactive communication, the Smallow team prevents clients from feeling lost or confused about the status of their case. Relationship managers focus on complex issues related to cases. Routine communication runs in the background instead.
Every client ultimately receives more attention and care, even though the firm handles way more cases overall.
“When you’ve got high call volume, you might need 10 relationship managers. With Hona, you only need 3.”
– Adam Smallow, Owner & Founding Attorney of Adam Smallow Injury Lawyers
Taking On 3x the Cases
Instead of doubling staff to fill in the gaps, the Smallow team scaled more efficiently with Hona in their tech stack. By eliminating the most time consuming day-to-day communication issues, relationship managers have been able to handle 3 times more cases than before.
With Hona in place, Adam Smallow Injury Lawyers has seen:
- "More client referrals and returning clients”
- A 99.3% client satisfaction rate
- 149% increase in case volume for the firm
Smallow and Hona By the Numbers
3x case load capacity by replacing daily client calls with automated texts and other updates
$171,000 saved annually by reducing the need for additional staff
149% increase in case volume since implementing Hona in 2023
At Adam Smallow Injury Lawyers, case volume grew and grew. A great thing! But so did the calls. The relationship managers of the firm constantly felt tied up on the phone, slowing down operations.
The Smallow team needed a way to continue taking on cases without sacrificing responsiveness, client care, or firm efficiency.
Prioritizing Proactive Outreach
Since 2023, the Smallow team has used Hona to:
- Automate updates at every milestone and in between
- Text back and forth instead of playing phone tag or relying on email
- Answer FAQs in the portal and through texting with message templates
- Educate clients about the legal process when clients enter and leave new phases
- Give clients access to their case 24/7 with a clear, organized case tracker that's always updated
By prioritizing proactive communication, the Smallow team prevents clients from feeling lost or confused about the status of their case. Relationship managers focus on complex issues related to cases. Routine communication runs in the background instead.
Every client ultimately receives more attention and care, even though the firm handles way more cases overall.
“When you’ve got high call volume, you might need 10 relationship managers. With Hona, you only need 3.”
– Adam Smallow, Owner & Founding Attorney of Adam Smallow Injury Lawyers
Taking On 3x the Cases
Instead of doubling staff to fill in the gaps, the Smallow team scaled more efficiently with Hona in their tech stack. By eliminating the most time consuming day-to-day communication issues, relationship managers have been able to handle 3 times more cases than before.
With Hona in place, Adam Smallow Injury Lawyers has seen:
- "More client referrals and returning clients”
- A 99.3% client satisfaction rate
- 149% increase in case volume for the firm
Smallow and Hona By the Numbers
3x case load capacity by replacing daily client calls with automated texts and other updates
$171,000 saved annually by reducing the need for additional staff
149% increase in case volume since implementing Hona in 2023
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