Where the hours go.
New enquiries slip through
A person ringing a solicitor usually rings more than one. If your line is engaged or the email sits until tomorrow, the matter is signed elsewhere before you've triaged it.
Intake is forms and re-typing
Client details collected on the phone, typed into a form, typed again into the case system. Slow for the firm and tedious for the client, before the engagement letter has even gone out.
Document collection drags for weeks
ID checks, proof of funds, signed authorities, supporting paperwork. Every matter waits on the client sending something, and every wait needs a polite chase someone has to remember to write.
Billing admin eats fee-earner time
Time captured late, bills raised late, payments chased later still. Unbillable hours spent administering the billable ones.
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