Case study
A 60-attorney injury firm's first 30 days
A mid-market personal injury firm running Filevine with a five-person case-management team. Their phones were winning arguments and losing cases: status-update calls consumed most of two case managers' days, and a records backlog was stretching case cycles.
1,200+
stalled records chased in month one
9 → 2 days
median records turnaround
-62%
status calls reaching a human
3
after-hours cases signed
<2 rings
average answer speed, all hours
100%
calls logged to Filevine
The month, week by week
Week 0 · Baseline
Two case managers fielding ~480 calls/week. 31% of calls rang out. Records turnaround averaged 9 days.
Week 1 · Integration & training
Filevine connected, scripts approved by the managing partner, agents rehearsed on real scenarios.
Week 2 · Go live
Emma answered every inbound call; Mark began chasing the 90-day records backlog.
Week 3 · Backlog cleared
Stalled provider invoices surfaced and paid; 214 of the backlog requests closed.
Week 4 · Results review
Status calls reaching humans down 62%. Three contingency cases signed from after-hours intake.
“The backlog was the surprise. We thought Zostly was buying us phone coverage — it turned out it was buying us a case cycle that moves.”