How Morgan & Morgan grew signed cases 3.4x while cutting intake response time to under 4 minutes

A respected firm with a modern volume problem

Morgan & Morgan is a 38-attorney personal injury firm with offices in Austin and San Antonio. Roughly 70% of their matters arrive through referral partners and paid search, and the partnership had spent three years steadily increasing that marketing investment. The spend was working. The intake wasn't. Leads were arriving faster than a four-person intake team could qualify them, and attorneys were absorbing administrative triage that should never have reached their desks. They approached Case Handoff to design the operating layer between marketing and legal work: qualification, response standards, structured handoff and reporting.

Good marketing was being spent on leads nobody answered in time

Intake ran on a shared inbox, three spreadsheets and institutional memory. A new claimant could sit unattended for most of a working day, and after 6pm nobody was responsible at all. In personal injury, that window is the entire competition.

63% of qualified claimants who signed elsewhere had contacted Marsh & Whitlock first.

One intake system, four deliberate decisions

We did not add software on top of the existing process. We rebuilt the path a case takes from first contact to attorney ownership, then instrumented every stage so the firm could see where value was leaking.

Same marketing budget, 3.4x the signed work

Within the first eight weeks response time fell below ten minutes and signed matters rose 61%. By month nine the firm was converting the majority of qualified claimants it had previously lost — without adding a single new lead source.