Professional services firm: intake and routing

Situation

New matters arrived through personal inboxes, shared mailboxes, and web forms in parallel. Partners lacked a clear view of pipeline health, and juniors spent time chasing context that should have arrived with the enquiry.

What we focused on

• Single intake surface: Normalized metadata from forms and tagged email so work landed in one system of record.
• Routing rules: Practice-area queues with escalation when SLAs slipped, measured, not aspirational.
• Privacy: Retention and access aligned to how the firm already handled confidential material.

Outcome

Shorter time-to-first-response and fewer “who owns this?” threads, without over-promising full hands-off automation.