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Bourassa Law Group

Las Vegas Personal Injury Firm Saves 40 Hours on Intake per Week with Lawmatics

Shawna Goldman

Legal Intake Supervisor

Bourassa Law Group

The results

40

hours saved per week

5

average increase per retainer

2

new staff hired

Firm Facts

Practice Area

Personal Injury

Business Size

25 Staff

Location

Las Vegas, NV

Switched From

Needles, Pen and paper

Meet

Shawna Goldman

Shawna Goldman serves as the supervisor for legal intake at Bourassa Law Group, a personal injury firm based in Las Vegas. As someone who’s worked in both the legal and medical fields, Shawna understands that great client experiences begin with great operations. Her role at Bourassa is to offer the highest possible quality service to clients while also streamlining workflows in order to help the firm grow. As a manager, Shawna applies years of experience in contact center operations to orchestrate a small team of dedicated intake agents who qualify and contact potential clients for the law firm.

What our customer have to say

“We saved a full work week just by implementing this CRM software."

Shawna Goldman
Legal Intake Supervisor
, 
Bourassa Law Group

The mission

As a personal injury firm in a dynamic market, Bourassa Law Group has a lot of moving parts. Different marketing campaigns, communication channels, and practice areas — it was all too much for the staff to manage manually. With the intake team spread thin, the firm struggled in promptly responding to anxious prospects. Dissatisfied leads ended up hiring other law firms that responded faster. In order to improve responsiveness — and ultimately to win more clients — Bourassa Law Group needed an efficient central system to organize marketing and intake.

Challenges

Lost leads and missed opportunities

Before Lawmatics, managing new leads felt like sorting through scattered puzzle pieces. The team at Bourassa often found themselves losing track of who called when or which potential client needed a follow-up. These mix-ups were more than just numbers on a spreadsheet — they were missed opportunities to help real people who were reaching out for legal assistance. “If you don't respond to them within the day or even within three hours, the likelihood of them signing on is much less,” reports Shawna.

Navigating without data

Without modern reporting tools, the team often felt like they were feeling around in the dark. They wanted to understand how well they were meeting client needs, but had little more than gut instinct to go on. It was tough to nail down what worked, what didn’t, and what would meaningfully improve their client interactions and relationships. It’s hard to justify a new marketing or engagement strategy without having data to back it up.

Paper chase dragging down productivity

Pen and paper processes meant scrambling to keep stacks of documents in order, slowing down responsiveness and productivity. This antiquated process didn’t just cause inefficiency; it increased unnecessary stress for staff and clients. It also made errors from manual and duplicate work more likely. Bourassa knew their clients’ cases were too important for the process to be slow, inaccurate, or cumbersome.

What our customer have to say

“Because of Lawmatics, we’ve been able to take more calls, and it’s really helped us grow as a firm."

Shawna Goldman
Legal Intake Supervisor
, 
Bourassa Law Group

Benefit highlights

Streamlined lead management

By implementing a legal CRM and digitizing their intake forms, Bourassa Law Group has simplified both the client and staff experience. After new leads in Lawmatics are triaged by Shawna’s team, they fill out pre-intake forms to prepare the attorney with as much information as possible for the consultation. “Instead of spending a super long time on a call, we can just streamline it and take more calls,” says Shawna.

Reduced lead attrition

Automated reminders and follow-ups keep potential clients engaged. Lawmatics tailors these interactions for Bourassa with personal and case details, making each prospect feel seen and heard. According to Shawna, “Lawmatics has helped us to be on point with our response time.” This attentiveness minimizes the chance of dropoff during intake, fostering strong relationships from the get-go.

Data-informed client strategy

Lawmatics’ analytics dashboards give Bourassa insight into marketing performance and staff productivity. The firm generates reports to identify effective client engagement strategies, high-value cases, and areas for improvement in their intake pipeline. Shawna adds that by keeping the team focused on data-backed performance targets, “We’re able to actually use our employees to their highest capacity.”

Clear team organization

Lawmatics organizes chaos into clarity, offering the Bourassa Law Group an overview of their operations while detailing individual responsibilities and tasks. Shawna and the intake team stay productive by organizing staff action items as tasks in Lawmatics, which the team tracks on a kanban view. Shawna explains, “It’s like an individual pipeline for each of our team members.”

Seamless software integrations

Bourassa integrates Lawmatics with RingCentral and Clio Manage to create a simple tech stack for staff to manage. Lawmatics combines with RingCentral to engage and win clients, after which the firm transitions to Clio for case management.“It's great to be able to click on the phone button and then make a call without having to pull up our cloud phone and then put the numbers in.”

Proactive growth strategies

With Lawmatics powering Bourassa’s engine, adding staff and offices has become more attainable. To Shawna, at the end of the day, hiring more attorneys is about helping more people. “We just want to make sure that our clients get the treatment that they need to heal and also get the maximum compensation that they deserve for what they're going through.”

Power features

Custom forms

Any client information captured through a Lawmatics form seamlessly carries over throughout the client’s entire journey. From generating engagement letters to automating tasks, this feature helps the staff at Bourassa save time, reduce manual effort, and enhance the client experience. Documents are delivered quickly and accurately, minimizing the risk of typos or data-entry mistakes. Shawna shares “It's great to be able to just click, add a document to a matter, and send an engagement.”

Custom dashboards and reports

Bourassa Law Group markets to prospects through a range of channels, from blogs to Instagram posts to YouTube videos. Shawna uses Lawmatics to track KPIs across campaigns, gaining insights into the effectiveness of each initiative and the demand in different practice areas, markets, and even other geographic regions such as Colorado and California. Bourassa can then reinvest in the efforts providing the greatest ROI, while cutting the campaigns that don’t work.

Tasks

One thing Shawna made clear: She loves tasks. “Game changer,” she remarks. “I see it as almost like a GPS tracker for that potential new client.” The kanban task board provides Shawna a birds-eye view of each case, ensuring no prospect gets stuck or falls through the cracks. The result? Bourassa makes the most out of their leads by giving potential clients prompt and personal attention, winning more business while minimizing attrition.

What our customer have to say

“Having a streamlined process enables us to represent our firm to the best of our ability."

Shawna Goldman
Legal Intake Supervisor
, 
Bourassa Law Group

Future business goals

Bourassa Law Group is fully embracing every new efficiency and process to scale the firm even further. Some of the future goals they shared include:

  • Hire more attorneys and staff across the firm
  • Expand client outreach for all stages of the journey for new, former, and current clients
  • Establish a drip marketing team to make more outbound calls and follow up emails

What our customer have to say

“Without Lawmatics, we would be drowning in emails and a lot of paper and a lot of duplicate work."

Shawna Goldman
Legal Intake Supervisor
, 
Bourassa Law Group

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