Law Firm Bottleneck Diagnostic | XPRTS

Pillar 1 of 5: Intake & Marketing

1 / 5

How do leads come into your firm, and do you track the source?

We have multiple channels with attribution tracking — we know exactly where each client came from Primarily referrals and some web/social — we track roughly but not formally We don't track lead sources — we're not sure where clients come from

What is your speed-to-lead? (Time from inquiry to first human or automated contact)

Under 5 minutes — automated response goes out immediately regardless of time of day Same business day — someone responds manually during business hours Next day or longer — or we're not sure how long it takes

Do you know your intake conversion rate (inquiry to retained client)?

Yes — we track it in our CRM and review it regularly Roughly — we have a general sense but it's not formally measured No — we don't track this

Pillar 2 of 5: Systems & Automation

2 / 5

Is your Clio or Lawmatics fully configured with task templates, automations, and dashboards?

Fully configured — automations fire, dashboards exist, task templates are in use Partially — we use it but many features aren't set up correctly We own it but it's barely configured / we don't have these tools

Are your tools integrated? (CRM, billing, calendar, phone system)

Yes — all connected, data syncs automatically, minimal manual entry Some are — but there's still significant manual data entry between systems No — each tool is completely siloed

Can you see firm-wide KPIs in real time — revenue, AR, caseload, lead volume?

Yes — dashboard exists showing all key metrics updated in real time Partially — we can pull some reports but there's no unified view No — we look at things reactively when a problem surfaces

Pillar 3 of 5: Billing & Collections

3 / 5

What is your current collection rate?

95%+ — we collect nearly everything we bill 85–95% — some leakage but generally manageable Below 85% — or we don't know our collection rate

Do you have automated billing reminders and a defined collections process?

Yes — automated reminders, escalation sequences, dedicated collections process Partially — we follow up but it's mostly manual and inconsistent No — we chase invoices reactively when clients are overdue

How quickly do invoices go out after work is completed?

Same week — billing is automated or near-real-time 1–2 weeks — we batch invoices monthly or bi-monthly Longer than 2 weeks — or it's inconsistent

Pillar 4 of 5: Staffing & Operations

4 / 5

Do documented SOPs exist for recurring workflows — intake, drafting, billing, QA?

Yes — documented, trained, and consistently followed by the team Some exist but they're informal or not consistently followed No — everything is tribal knowledge in people's heads

The 48-hour test: What happens if you're completely unreachable for 2 days?

The firm runs normally — systems and staff handle everything without me Mostly fine but some things pile up and need my attention when I return Things would stop or go wrong — the firm needs me present to function

Does a structured onboarding process exist for new hires?

Yes — 30/60/90-day plan, training materials, clear performance milestones Informal — we figure it out as we go with each new hire No formal onboarding — new hires learn by watching and asking

Pillar 5 of 5: Growth Readiness

5 / 5

Could your firm handle a 25% increase in caseload starting next month?

Yes — we have capacity and infrastructure to absorb significant growth Maybe — it would be stressful and we'd need to scramble No — we're already at capacity or would break under that volume

Have you identified your next 1–2 hires and what they need to succeed?

Yes — roles defined, SOPs ready, infrastructure in place for their success I know I need to hire but haven't planned the role or infrastructure Hiring feels overwhelming — I'm not sure what I need or where to start

Do you conduct quarterly operational reviews with documented findings and action items?

Yes — structured reviews with KPIs, action items, and accountability Informally — we check in but without structure or documentation No — we react to problems as they arise rather than reviewing proactively

Your Score: – / 30

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