Judge intake by what moves forward.
Agree the outcome your firm wants to improve before choosing the measures.
Look beyond contact volume.
A busy intake process is useful when it produces information your team can trust and suitable matters with a next step.
- Intake completion and the fields captured accurately.
- Matters meeting your initial criteria, with supporting detail.
- Time to the agreed review or handover.
- Consultations booked from suitable prospects.
- Accepted matters, where your firm supplies the outcome.
Use a consistent comparison.
Agree the starting position, review period and definitions with your team. Keep unique prospective clients separate from repeat contacts, and record which outcomes depend on the firm’s own follow-up.
Use the results to improve the process.
Review unanswered questions, incomplete handovers and matters that stalled before consultation. Choose changes based on the point that needs attention.
Reporting is scoped to the information available from the agreed systems. Results are assessed with your firm rather than promised in advance.