How intake is going
Last 4 weeks (Sep 2 – Sep 30), compared with the 4 weeks before. All seven systems joined by phone number. Updated every 15 minutes. 2 wk4 wk8 wk
Are the ads working? (callers → leads → signed clients, last 4 weeks)
| Channel | Calls | People | Answered live | Leads | Clients | Close rate | Est. fees | Spend | Cost / client |
|---|---|---|---|---|---|---|---|---|---|
| Google Ads | 574 | 429 | 92% | 288 | 43 | 10% | $346,900 | n/a | — |
| Warmish Leads | 324 | 225 | 93% | 178 | 10 | 4% | $19,100 | n/a | — |
| Billboard rings old front-desk phone | 258 | 192 | 31% | 78 | 3 | 2% | $3,500 | n/a | — |
| Website | 204 | 147 | 93% | 80 | 13 | 9% | $92,600 | n/a | — |
| Google Local Services | 109 | 87 | 94% | 64 | 5 | 6% | $25,500 | n/a | — |
| Lawport | 93 | 69 | 90% | 49 | 3 | 4% | $8,100 | n/a | — |
Attribution: a caller is credited to the tracking number they dialled (Ringsnitch). Est. fees are Docketmonster's estimated fee on the signed matter. Web-form leads (225 in the period, 13 signed) come through the website and aren't in this table. Spend is only shown where invoices have been entered.
What's wrong, and what to change first
Nobody owns callbacks: 522 people (35%) since Aug 5 were never spoken to; the typical callback takes 15 h
Of 1501 people who left a voicemail, an answering-service message, a web form or a missed call, 754 were called back and reached (50%). Callback speed is the same for all four intake staff (median 14–19 h each), so it's the process, not a person: messages arrive in five places (two voicemail boxes, the answering-service file, Lawllama, the form) and nobody works one list. Lawllama itself records 353 of its 1402 lost leads (est. value $2,009,200) with reasons like "went with the firm that called back first", "never reached", "LVM x2, no call back".
Fix first: one callback queue. Every missed call, voicemail, answering-service message and web form lands as a Lawllama lead within minutes (the sync below already does the join), and one named person per shift owns it with a 1-hour clock. Expected value: moving the 747 never-called-back people to even the "1–24 h" close rate (9% vs 2%) is roughly 48 more signed clients over 8 weeks — about $235,200 in estimated fees at the firm's median matter ($4,900), or $1,528,800 a year.
The billboard number rings a phone nobody answers after 1pm: 60 of 192 billboard callers reached a person; 98 got nothing at all
The I-90 billboard tracking number forwards to the old TalkEgg front-desk phone, not the intake line. It is answered only weekday mornings (9am–1pm); every other call rings out or goes to voicemail box 100, which has 206 messages sitting unheard. 98 callers were never called back and never entered in Lawllama. Billboard close rate 3% vs 7–14% on every other phone channel.
Fix: in Ringsnitch, point tracker TRK103 at the main intake number (+1 312 555 0100) — a one-minute change, no phone rewiring. At the other channels' close rates that is ~10 more clients per 4 weeks. Decide the billboard renewal on the numbers after that, not before.
Lunch hour: the intake line rolls to the answering service every weekday at noon
123 calls came in during the 12–1pm hour on weekdays in the period; only 30 were answered by intake, 66 went to Mostlyanswered and 19 rang out. Across the day 765 of 1255 weekday calls were answered live. Noon is the firm's busiest hour for missed calls; the answering service then takes a message that waits a median 15 h for a callback. 103 of the answering service's 418 messages in the period were taken during office hours.
Fix: stagger lunch so two of the four are always on the queue 12–1, and turn on "accept queue calls" for whoever is covering. Cheap, immediate, and it removes ~85 messages per 4 weeks from the callback pile.
After hours: 145 of 273 new-matter callers to the answering service were called back; 63 gave up waiting and called again
Mostlyanswered posts a CSV every morning at 7am that someone has to remember to download. Messages from a Saturday morning wait until Monday. The answering service itself is fine (100% of its messages match a real call); the gap is on the firm's side.
Fix: the sync now reads the file automatically; make "answering-service messages from last night" the first thing the 8am person works, before the phones get busy.
Weekday calls to the main line by hour (last 4 weeks; red = not answered by intake)
Hours are Chicago time. Every call to the main line in the period arrived through a tracking number, so this covers all inbound intake calls.
Who to call today (reached out in the last 14 days, nobody has spoken to them yet)
| When | Who | How they reached us | About | |
|---|---|---|---|---|
| Sep 29, 7:30 PM | Victor Gallagher +12165550189 | Website form Website form | Personal injury — It's about a fall through a rotten deck. Not sure if I need a lawyer but would like to talk. | no attempt |
| Sep 29, 6:15 PM | Unknown +16085550175 | Missed call, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 29, 5:07 PM | HERNANDEZ, JASPER +18475550194 | Voicemail, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 29, 4:46 PM | Unknown +15025550181 | Voicemail, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 29, 2:24 PM | James Davis +15745550153 | Website form Website form | Personal injury — Looking for help with a fall through a rotten deck. Evenings are best. | tried Sep 29 |
| Sep 29, 2:23 PM | Carmen Balogun +16515550183 | Missed call, main line Google Ads | tried Sep 29 | |
| Sep 29, 1:56 PM | Beatriz Delgado +12695550166 | Missed call, main line Warmish Leads | no attempt | |
| Sep 29, 1:19 PM | Tanya Pulaski +15865550150 | Missed call, main line Lawport | no attempt | |
| Sep 29, 12:43 PM | IBARRA, WEI +14145550119 | Missed call, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 29, 10:54 AM | Pearl Kaminski +13095550167 | Missed call, main line Google Local Services | tried Sep 29 | |
| Sep 29, 8:17 AM | DUFFY, TREVOR +12605550173 | Missed call, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 29, 7:28 AM | Rashida Shah +15865550118 | Website form Website form | Estate planning — Hi, I have a question about a living trust. Please call. | no attempt |
| Sep 29, 1:37 AM | Priya Martinez +18725550185 | Website form Website form | Personal injury — owl bite!!! please call asap | tried Sep 29 |
| Sep 28, 11:26 PM | Nico Haddad +16145550189 | Website form Website form | Estate planning — Looking for help with a quick question about a parking ticket. Evenings are best. | tried Sep 29 |
| Sep 28, 10:21 PM | Valentina Rasmussen +12625550196 | Answering service message | New matter (criminal defense): suspended license ticket. Wants a callback. | tried Sep 29 |
| Sep 28, 9:31 PM | Valentina Haddad +15125550191 | Website form Website form | Landlord-tenant — It's about no heat since November. Not sure if I need a lawyer but would like to talk. | no attempt |
| Sep 28, 3:36 PM | Luis Kowalski +14145550133 | Missed call, main line Google Ads | no attempt | |
| Sep 28, 2:02 PM | Samuel Garcia +12695550185 | Missed call, main line Google Ads | tried Sep 29 | |
| Sep 28, 1:28 PM | Bernadette Novak +19205550140 | Website form Website form | Personal injury — Hi, I have a question about whether small claims needs a lawyer. Please call. | no attempt |
| Sep 28, 1:21 PM | Bernadette Hernandez +13055550184 | Missed call, main line Google Ads | no attempt | |
| Sep 28, 9:27 AM | Colm Nguyen +17085550127 | Website form Website form | Estate planning — Hi, I have a question about a will for a llama farm. Please call. | tried Sep 28 |
| Sep 28, 6:05 AM | ABERNATHY, TREVOR +17735550117 | Missed call, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 28, 5:49 AM | Kenji Murphy +15125550115 | Answering service message Warmish Leads | New matter (landlord-tenant): no heat since November. Wants a callback. | no attempt |
| Sep 27, 10:08 PM | Derek Pulaski +12135550141 | Website form Website form | Criminal defense — A fishing-without-a-license ticket. Need advice. | no attempt |
| Sep 27, 10:02 AM | Unknown +13125550153 | Voicemail, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 27, 4:13 AM | Bernadette Nguyen +13175550101 | Website form Website form | Criminal defense — Looking for help with a disorderly conduct charge from a hockey game. Evenings are best. | tried Sep 28 |
| Sep 26, 4:54 PM | ALI, BERNADETTE +16125550111 | Voicemail, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 26, 3:17 PM | O'ROURKE, TOMASZ +16085550157 | Answering service message Warmish Leads | New matter (landlord-tenant): eviction notice. Wants a callback. | no attempt |
| Sep 26, 12:48 PM | Emily Wojcik +16125550185 | Answering service message | New matter (personal injury): trip on a broken sidewalk. Wants a callback. | tried Sep 28 |
| Sep 26, 12:46 PM | Stanislaw Jackson +14045550134 | Answering service message Google Local Services | New matter (family): who keeps the family parrot. Wants a callback. | no attempt |
| Sep 26, 4:28 AM | Valentina Rasmussen +16305550186 | Website form Website form | Criminal defense — what to say to an insurance adjuster!!! please call asap | no attempt |
| Sep 26, 12:11 AM | Ximena Crenshaw +14645550123 | Answering service message Website | Employment — retaliation after reporting a safety issue | no attempt |
| Sep 25, 11:18 PM | Frank Takahashi +19205550151 | Website form Website form | Estate planning — Power of attorney for mom. Need advice. | tried Sep 28 |
| Sep 25, 6:29 PM | Delphine Bianchi +16365550122 | Answering service message Warmish Leads | Estate planning — updating a will after a lottery win | no attempt |
| Sep 25, 4:54 PM | JOHNSON, THUY +13135550170 | Missed call, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 25, 3:55 PM | ROBINSON, HARRIET +18475550158 | Voicemail, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 25, 3:28 PM | IBARRA, IVAN +16125550150 | Missed call, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 25, 2:58 PM | MBEKI, NICO +18155550120 | Voicemail, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 25, 1:23 PM | MBEKI, HARRIET +19205550156 | Voicemail, billboard line (TalkEgg) Billboard | no attempt | |
| Sep 25, 12:48 PM | Priya Kowalski +18125550126 | Missed call, main line Google Ads | no attempt |
The intake team (last 4 weeks)
| Person | Ring order | Inbound answered | Callbacks made | Callbacks connected | Median time to call back |
|---|---|---|---|---|---|
| Marcus Hill ext 101 | 1 | 267 | 107 | 76 | 14 h (11 of 65 within 1 h) |
| Katherine Doyle ext 102 | 3 | 84 | 135 | 101 | 13 h (16 of 88 within 1 h) |
| Rosa Mendez ext 103 | 4 | 67 | 193 | 121 | 14 h (17 of 111 within 1 h) |
| Devin Trask ext 104 | 2 | 347 | 191 | 128 | 15 h (16 of 105 within 1 h) |
Read with care: the main number rings ext 101 first, then 104, 102, 103, so inbound counts follow the ring order more than effort. Callback speed is nearly identical across the four, which is why the recommendation above is a shared queue with an owner, not a personnel change.
Trend, week by week
| Week of | Tracked calls | Not answered live | Matters signed | Est. fees |
|---|---|---|---|---|
| Aug 2 | 262 | 57 (22%) | 5 | $17,800 |
| Aug 9 | 387 | 72 (19%) | 27 | $140,200 |
| Aug 16 | 403 | 90 (22%) | 42 | $266,400 |
| Aug 23 | 388 | 80 (21%) | 32 | $173,400 |
| Aug 30 | 377 | 89 (24%) | 28 | $276,600 |
| Sep 6 | 393 | 106 (27%) | 33 | $215,500 |
| Sep 13 | 411 | 101 (25%) | 31 | $200,900 |
| Sep 20 | 372 | 80 (22%) | 41 | $339,800 |
| Sep 27 | 137 | 28 (20%) | 5 | $24,700 |
Callback performance, previous 4 weeks → these 4 weeks: on-time 22% → 23%, median wait 16 h → 14 h, never spoken to 227 → 295. The current week is partial.
About the data
| System | What it is | Latest record | Last sync |
|---|---|---|---|
| Ringsnitch | Call tracking: every call to an ad/website/billboard number | Sep 29, 6:34 PM | ok Sep 30, 3:00 AM |
| Jigglewire | Main intake phones: inbound, outbound callbacks, voicemail | Sep 29, 6:34 PM | ok Sep 30, 2:46 AM |
| TalkEgg | Old front-desk PBX where the billboard number lands | Sep 29, 6:15 PM | ok Sep 30, 2:46 AM |
| Lawllama | Intake CRM: leads, status, lost reasons | Sep 29, 7:31 PM | ok Sep 30, 2:46 AM |
| Blankety | Website contact form | Sep 29, 7:30 PM | ok Sep 30, 2:46 AM |
| Docketmonster | Signed matters (the 'became a client' record) | Sep 28, 7:05 PM | ok Sep 30, 2:46 AM |
| Mostlyanswered | After-hours answering service CSV drop | Sep 29, 6:55 AM | ok Sep 30, 2:46 AM |
Data begins 5 Aug 2026 in every system (nothing older is available from any of them). People are matched across systems by phone number; 1501 people owed a callback since then. Ringsnitch and Jigglewire see the same forwarded call, so each call is counted once. Ringsnitch AI summaries are switched off on this account (all empty).