Personal Injury Law Firm
Key Details
A $40M+ personal injury practice was growing in revenue but lacking the operational infrastructure to sustain it. Intake was inefficient, visibility into performance was limited, and decision-making depended too heavily on individuals rather than systems.
- 33% more revenue after beginning of support
- Redesigned and implemented processes, improving intake efficiency, enabling a better client experience
- Delivered fully custom, new legal operations system (Salesforce Litify) with end-to-end training
- Enabled scalable growth through a defined hub-and-spoke model and market expansion logic
- Installed KPI-based management routines that increased visibility and accountability
- Institutionalized strategy and governance through formal planning and quarterly business reviews
Building the operational backbone
Diagnosed and redesigned the full operating model across all core functions
Built and deployed a proprietary legal operations system aligned with workflows
Established the foundation for scalable growth (hub-and-spoke model)
Introduced initial performance management structure (KPIs + cadence)
Drive performance, intelligence, and institutionalization
Shifted to data-driven management with established governance cadence
Institutionalized strategy setting and performance tracking
Optimized growth engines (marketing and referrals) with data and AI tools
Evolved QA into a continuous performance improvement function
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