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Start with one case type

Choose the case type your firm handles most often or one with a clear, repeatable process. Launching every case type at once creates inconsistent templates, folders, and client instructions. Prove one path first, then duplicate the pattern deliberately.

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Define the operating decisions

Write down the answers before configuring features:
  1. Which lead outcomes does the team use: new, qualified, consultation booked, retained, or closed?
  2. Who can create a client and case?
  3. What information must be collected before a case is ready for review?
  4. Which tasks are mandatory, who owns them, and what counts as complete?
  5. Which files, status updates, and requests can the client see?
  6. Who reviews generated documents before signature or submission?
These decisions become your lead stages, questionnaire fields, case template, workflow, and client messages.

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Build the minimum viable workflow

Configure only the pieces needed to serve the first case type well:

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Run a controlled pilot

Use a non-production case or one appropriate live case with the people who will actually do the work. Walk through the process as both staff and client:
  1. Submit or create the lead.
  2. Convert or create the client and case.
  3. Send the questionnaire invitation.
  4. Upload and organize a document.
  5. Create and complete an internal task.
  6. Generate a document only after checking the source facts.
  7. Review what the client can see.
Capture every handoff that requires a side message, spreadsheet, or memory. Those gaps are the next workflow or documentation improvements to make.

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Make the process durable

After the pilot, publish a short internal standard for the case type: naming rules, required fields, folder structure, task owners, client message templates, and review checkpoints. Then train the team against the standard and make it the default for the next case type.

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Continue building