Law Firm Gains Clients with 20% More Outbound Calls and Eliminating IT Bottlenecks

Many law firms don’t manage their leads effectively. They will call a potential client once or twice, leave a voicemail, and move on, assuming that they're not interested if someone doesn’t answer right away.

But without a structured follow-up process or a focus on speed to lead, valuable cases slip through the cracks.

Heard & Smith, LLP has been helping clients secure Social Security Disability (SSDI and SSI) benefits for more than 30 years. In addition to disability law, the firm handles cases in Probate, Inheritance, Guardianship, and Personal Injury. 

"A lot of law firms don’t get it. They let all their leads pile up…They don’t get it that you need to be calling them instantly as soon as they come in," says Joshua Eyestone, Attorney & COO at Heard & Smith.

Just like high-volume sales teams, legal intake teams need a structured, persistent approach to managing leads. The right strategy, paired with the right technology, can make all the difference. Eyestone knew his team needed to work leads more like a sales team, with fast follow-ups and real-time adjustments. But their AWS Connect system made that nearly impossible. 

Even minor tweaks to their dialing strategy required IT support, slowing everything down. Without the ability to fine-tune their approach on the fly, they couldn’t optimize lead management or maximize conversions.

Determined to take control of his intake process, Eyestone turned to Convoso. 

The result? A 20% increase in outbound call volume and up to 8% more new clients—all without IT bottlenecks.

Structuring lead follow-ups to maximize conversions

Before Convoso, Heard & Smith’s intake team struggled to keep up with full follow-up cadences. They aimed to call each lead seven or eight times, but their outdated system made it impossible to do. Without lead management, automation or flexibility, agents struggled to balance new leads with ongoing follow-ups. This forced them to make tough decisions about which opportunities to prioritize.

"Before, they wouldn’t really get through all the new [leads]. We would have to just let new leads go by to prioritize the even newer ones," Eyestone says.

This approach left valuable opportunities on the table—not because the leads weren’t interested, but because agents simply didn’t have the bandwidth to follow through with outdated, clunky software. 

After switching to Convoso, Heard & Smith’s team was finally able to complete full call cadences and even go back to older leads they previously had to abandon.

"We can dial more. We can know what we're dialing,” he says. “We can essentially get to the bottom of those cadences, meaning we can hit it as many times as we want to in the time frame we want to."

By automating lead prioritization and follow-ups, Convoso allowed the firm to reach more potential clients without adding more staff, resulting in a 20% increase in outbound call volume and a 5-8% increase in new clients.

"We are dialing more, and we're dialing with better organization in what we dial. We're able to kind of keep up with our outbound calls to essentially pull the clients out of those prospects better than before," he says.

Gaining visibility and control over client outreach

With its former dialer software, Heard & Smith had little to no insight into what was actually happening with their intake team’s outreach. 

There was no easy way to track how many times agents reached out to leads, whether they were following the right call cadences, or how many contacts it actually took to convert a lead into a client. Without clear reporting, improving their process felt more like guesswork than a strategy.

Managers now have real-time access to key performance metrics with Convoso’s reporting analytics tools, making it easy to track agent activity, contact rates, and follow-up success. Instead of relying on gut instinct or outdated reports, they can instantly see what's working, spot gaps, and make adjustments on the fly.

The firm also uses Convoso’s Agent Monitor dashboard, which provides a real-time view of the team’s performance throughout the day. "The agent monitor we definitely use a lot," he says. "The team-level manager relies on a lot of the reports they pull out of here to supervise and manage the team."

In addition to monitoring agent activity, Convoso also helps managers train new team members through whisper mode, which allows them to listen in on live calls and provide real-time coaching.

With this level of visibility, Heard & Smith can fine-tune its intake process like never before. They can track exactly how many calls it takes to reach a client, see where agents are struggling, and learn which strategies lead to better conversion rates.

Eliminating IT bottlenecks for a more agile intake team

At Heard & Smith, making even small adjustments to the lead management process used to be slow and frustrating. The old system required IT support for everything from updating call cadences to reordering lead priorities. Because going through IT was "really painful and really slow,” Eyestone’s team couldn’t make changes to optimize their outreach. 

Switching to Convoso removed those roadblocks. 

The intake team can now make changes instantly without relying on IT. “Now we can just do it and see how it works for a day, change it back if we want to, or keep trying new versions,” he says. “It lets us go through changes really fast and find what works best."

"That's what’s helped us on the sales side—getting IT out of the way and letting us test out different cadences or different orders of which leads to call next.”  

Take control of your law firm’s lead management

With the right system, law firms can reach more clients while making intake easier. With Convoso, Heard & Smith transformed its intake process—boosting efficiency, gaining new clients, and eliminating IT roadblocks. 

If your firm is ready to improve lead follow-up, maximize conversions, and take control of your intake process, schedule a demo with Convoso today.