How Baker Law Group improved confidential client support, boosted lead intake, and increased scalability.

PRODUCTS/INTEGRATIONS: Agentforce, Omni-Channel + Digital Engagement, Knowledge, Clio

• More Engagement Options & Faster Client Service
• Reduced Burden on Intake Team
• Decreased Bounce Rate, Increased Conversion Rate
• 24/7 Lead Capture

“The Kicksaw team has been great, one of the best implementation partners I’ve ever worked with. They kept things on track, were respectful of our time, and were pleasant to work with.” - Heather Cooper, Esq. - COO of Baker Law Group

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About Baker Law Group:

Baker Law Group, PLLC, is a full-service law firm committed to delivering comprehensive legal services and exceptional customer service. They empower clients to make informed decisions and connect them to the resources needed to navigate their legal situations successfully.

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Turning Goals to Scale Nationally into Actionable Plans

With a long-term goal of achieving large-scale growth, Baker Law Group shifted to the Salesforce platform as their CRM and has been steadily adding functionality to improve their workflows, process efficiency, and client support. 

They engaged with Kicksaw after identifying inefficiencies around lead qualification and handoff:

• Complex variables made it difficult for a client’s first point of contact to qualify leads 
• The Attorney Intake team had to spend time that could be spent on client intake qualifying these leads 
• Qualification processes involved manual entry and handoff
• Potential clients had limited communication options
• After hours calls had to wait for support verification until the next business day

Baker Law Group partnered with Kicksaw for a clear and actionable plan to incorporate AI and automation into their lead qualification and handoff processes quickly — to take the burden off of their teams, and provide clients with more options for fast and confidential support.

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An Expertly Designed and Delivered AI-Powered Solution 

Kicksaw worked closely with Baker Law Group’s internal IT and Salesforce team to build out the knowledge base for a lead qualification Agentforce Agent and configure the Agent template.

Phase one included telephony Agent support, and phase two included website-based Agent support, with Omni-Channel and Digital Engagement supplying the necessary functionality for those interactions.

• The Agent securely gathers key client details (e.g., type of inquiry, timing, location)
• Confidential information is automatically logs qualified/unqualified status into their Salesforce CRM and Clio solution to centralize info for handoff
• Qualified leads are routed for live handoff; unqualified leads get an immediate response
• Clients have the option to speak with a live agent at any time

Agent handoff is completed to a live 3rd-party support provider outside of office hours, so live support is always available and client support is expedited as soon as the Attorney Intake team is available.

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Achieving Immediate Client, Employee, and Organizational Benefits

Partnering with Kicksaw, Baker Law Group achieved a scalable solution designed to handle a variable volume of confidential qualification and intake processes more efficiently — ensuring their teams can focus fully on client support, rather than admin. The partnership resulted in:

• Increase in lead intake 
• Reduced operational burden 
• Expanded engagement channels for clients
• Accelerated time-to-service 
• Increase in accurate, centralized data to fuel growth and improve the client experience
• Better process oversight, visibility, and reporting
• Intricate qualification and conversion process expedited and standardized with automation

“Our Kicksaw team was coming to me versus me having to chase them, which is wildly different to experiences I’ve had with other SIs. They did a good job of holding the line, ensuring we stayed in scope and on time, and got the outcomes we were looking for.”

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Solution Design that Provides Momentum

The way critical and highly detailed processes are handled directly impacts team performance, business outcomes, growth, and client satisfaction rates.

If your organization has processes that are difficult to scale, creating bottlenecks, or slowing down your teams we’re here to help — with a clear plan to streamline workflows and a solution designed to achieve growth, efficiency, and momentum.