How the Jeffcoat Firm Saved 100+ Hours a Week and and Made Clients Even Happier
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.
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.
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