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Sawyer & Associates

How Sawyer & Associates Tripled Conversions and Scaled to 6 States with Lawmatics

Glenn Gilmour

Director of Operations

Sawyer & Associates

The results

68
%

conversion rate, up from 23%

72

hours intake time, down from 5 days

33
%

faster invoice payments & signatures

Firm Facts

Practice Area

Probate, Estate Planning, Guardianship & Medicaid

Business Size

50+ staff

Location

6 states

Switched from

Google Drive and disconnected systems

Meet

Glenn Gilmour

Glenn Gilmour is the director of operations at Sawyer & Associates, LLC, a fast-growing probate, estate planning, guardianship, and Medicaid firm. With a doctorate in business administration and operations, Glenn specializes in scaling businesses sustainably — from intake processes to staffing and technology. He is also constantly evaluating what's next for the practice. Since joining full time, Glenn has helped grow Sawyer & Associates from roughly 10 staff operating in two states to more than 50 staff across six, with a bold mission to become a national name in probate law.

What our customer have to say

“Lawmatics has allowed us to really take the intake process from 5 days to 72 hours.”

Glenn Gilmour

Director of Operations

Sawyer & Associates

The mission

Sawyer & Associates is chasing a bold vision: to become the Morgan & Morgan of probate law. Getting there means handling serious volume — roughly 5,583 calls and more than 1,500 appointments every month. At that scale, every lead and every 30-minute appointment slot counts. To sustain its trajectory across six states, the firm needed a platform that could track marketing to the dollar, automate repetitive tasks that used to eat into the staff’s time, and fuel their growth.

Challenges

Outgrowing a messy setup

Before Lawmatics, the firm ran intake on Google Drive and a case management system with no reliable way to track marketing dollars. That held up fine at first but growth exposed the cracks fast. "As you grow and as you scale, you realize you need a solid system to be able to manage your leads and the volume that you bring in." Without a centralized platform, data lived in silos and decisions were made on guesswork rather than insight.

Disconnected tools slowing down clients

The old process forced staff to bounce between systems: send an engagement agreement in one place, generate an invoice through another, then manually match the two when they came back. Documents fell out of sync, and a potential new client's time from first phone call to meeting an attorney stretched to five days — far too long for families in the middle of a probate or Medicaid crisis.

A CRM search full of dead ends

Glenn spent months demoing CRM after CRM, and every one fell short. "I would demo a system, and it couldn't do what we wanted it to actually do. Then I would cancel it, then I would go to the next system." That cycle ran from March through May before he came across Lawmatics almost by accident. "I had a look at it, I had a demo on it, and I thought, this is too good to be true."

What our customer have to say

“Our conversion ratio was around about 23% prior to Lawmatics. When we brought Lawmatics on, our closing rate shot up to about 68%."

Glenn Gilmour

Director of Operations

Sawyer & Associates

Benefit highlights

Intake built for volume

The call center creates every new matter in Lawmatics using qualifying criteria on a custom form, then books consultations round-robin by practice area. Automated confirmations and reminders take over from there, keeping prospects engaged without a manual touch. Lawmatics now powers an intake process that takes 72 hours at most, down from five days.

Four clicks to a signed client

When an intake advisor and a prospect agree it's a good fit, sending the invoice and engagement agreement takes exactly four clicks, no matter the case type or circumstances. Lawmatics' automations account for every scenario behind the scenes, so the process for staff never changes. The moment a client pays or signs, Lawmatics automatically converts them and triggers the next step, no manual hand-holding required.

Seamless case handoff

The firm's biggest bottleneck used to be manually retyping data from intake into its case management system. With the Lawmatics integration, data now pushes automatically. The intake manager verifies documents, and once the matter is into the case management system, the workflow loops back to Lawmatics to send the client a meeting request. "There's very little human interaction required."

Less repetitive data entry

Automation freed team members from data entry, and the firm redeployed them into accounts receivable, marketing, and bookkeeping. The impact was immediate: the redeployed team cut an out-of-control accounts receivable balance by 50% within 60 days. "Now it's really under control, down to the last dollar." Growth without waste — exactly the kind of scaling Glenn was brought in to build.

Faster payment and signing

Dual-channel reminders — by both email and text — nudge clients to sign engagement letters and pay invoices, driving a roughly 33% increase in efficiency on getting documents executed. Client feedback has been phenomenal. The firm realized early on that some clients prefer a text over an email, and meeting them on their preferred channel has meaningfully sped up the process end to end.

Marketing tracked to the cent

With website leads making up about 45% of volume and campaigns running across five Google Ads accounts, Lawmatics is a key source of data in the firm's consolidated marketing dashboard. From there, Glenn's team can get granular — tracking leads by state, channel, and campaign — to make confident decisions about where every marketing dollar goes next.

Power Features

Merlin Qualify

At 1,500 appointments a month, a wasted consultation is a 30-minute slot the team can't get back. Merlin Qualify evaluates every lead before the intake team engages, so advisors start each day knowing which leads are worth keeping, which need more information, and which should be canceled or referred out. "What Merlin Qualify has done is it has allowed us to determine if it's a good, bad, or ugly lead prior to us actually needing to engage with them. That has really made the team a lot more efficient." When a lead isn't a fit, a referral automation routes it to a partner firm, complete with a Google review request — helping the firm grow its reputation even from leads it can't serve.

Automations

Automation runs through everything the firm does in Lawmatics — from appointment reminders and Google review requests (sent just 30 minutes after an intake meeting) to the 128-branch retainer workflow that Glenn monitors every day. Every form submission automatically pings the intake manager, and constant dual-channel reminders keep clients moving forward. "It sends out constant reminders to say, hey, your engagement letter needs to be signed. A lot of clients tend to forget about it." By reaching clients on their preferred channel, the firm keeps its 72-hour intake promise at scale, across every state it operates in.

Merlin Engage

Sawyer & Associates runs three Merlin Engage agents, each named for a practice area: Paula for probate, Eric for estate planning, and Grace for guardianship. The agents converse with leads, asking the same questions the call center asks, plus ones a busy human might miss. "The system also asks very unique questions. Sometimes something that a human cannot pick up. And that has been something that has been very special for us." In a matter of weeks, the firm closed multiple new matters based on information the agents gathered, including a $12,000 case signed over a weekend, and its closing rate is now closing in on 70%.

What our customer have to say

“From the moment our phone rings, three days later, at max, you are in front of a paralegal or an attorney. That is unheard of in our industry.”

Glenn Gilmour

Director of Operations

Sawyer & Associates

Future Business Goals

What's next for Sawyer & Associates? Glenn and the team have their sights set high. Their goals for the near future include:

  • Reaching $200 million in annual revenue and becoming the national name in probate law
  • Expanding into personal injury, starting with new marketing channels in South Carolina
  • Continuing to implement AI-powered tools and automations that make the firm faster at scale

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