10 Common Intake Mistakes That Cost Law Firms Clients—And How to Fix Them

Your law firm’s intake process is the first interaction a potential client has with your business. It’s also a critical factor in determining whether that lead converts into a paying client or signs with a competitor.

Too many firms unknowingly make intake mistakes that cost them valuable cases. Fortunately, Neos case management software and Smith.ai’s virtual receptionist and AI-powered answering services can help you optimize your intake workflows, increase efficiency, and grow your bottom line.

Here are the top 10 intake mistakes that law firms make—and how Neos and Smith.ai can prevent them.

Inconsistent intake processes hurt efficiency

Without a standardized intake process, firms struggle with inefficiencies, miscommunication, and lost revenue. Intake procedures often vary from staff member to staff member, making it difficult to ensure every potential client receives a seamless experience.

How Neos Helps

Neos allows firms to create intake checklist templates, ensuring every lead is processed consistently and efficiently. Firms can automate assignments, track due dates, and standardize workflows firm-wide with ease.

How Smith.ai Helps

Smith.ai’s virtual receptionists ensure consistent and professional call handling by following firm-specific instructions. They gather key intake details, schedule consultations, and integrate seamlessly with Neos for streamlined case management.



Delayed response times cost you clients

Did you know that two-thirds of potential clients base their hiring decision on a law firm’s responsiveness? A slow response—or worse, a missed call—can cost you thousands in lost revenue.

How Neos Helps

Neos integrates with Zapier, ensuring that inquiries from web forms, emails, and other lead sources are automatically entered into Neos 24/7. Automation ensures your team follows up quickly.

How Smith.ai Helps

With 24/7 live answering and AI-powered call handling, Smith.ai ensures every lead receives a prompt response, even outside of business hours. Missed calls and slow follow-ups are a thing of the past.



Pre-screening is essential for efficiency

Not every lead is a good fit, and spending time on unqualified leads drains resources. A structured pre-screening process helps firms filter out cases that aren’t worth pursuing.

How Neos Helps

Neos' custom intake questionnaires allow firms to pre-screen leads based on case type, jurisdiction, and other key factors before moving them further in the intake pipeline.

How Smith.ai Helps

Smith.ai’s virtual receptionists and AI call answering ask custom pre-screening questions before forwarding qualified leads to your firm, saving you valuable time.



Not tracking lead sources

If you’re not tracking where your best clients are coming from, you’re likely wasting marketing dollars. Without clear attribution, it’s impossible to optimize your lead generation efforts.

How Neos Helps

Neos allows firms to track marketing sources for every lead, generating reports that highlight which channels bring in the highest-value cases.

How Smith.ai Helps

Smith.ai integrates with call tracking tools and logs every call in Neos, ensuring your firm captures detailed source data to measure marketing effectiveness.



Technology should be doing the heavy lifting

Many law firms still rely on manual processes for intake, follow-ups, and scheduling—wasting time that could be spent on higher-value work.

How Neos Helps

Neos automates intake workflows, document generation, and task assignments, eliminating repetitive tasks and boosting efficiency.

How Smith.ai Helps

Smith.ai provides AI-powered virtual receptionists, outbound call services, and automated follow-ups, ensuring leads don’t slip through the cracks.



Failure to follow up loses clients

Research shows that most leads require at least five follow-ups before making a hiring decision. Many law firms stop after just one or two attempts, leaving potential revenue on the table.

How Neos Helps

Neos enables firms to set up automated follow-up texts and emails, ensuring that leads don’t go cold.

How Smith.ai Helps

Smith.ai can handle automated follow-ups via call, text, and email, helping firms nurture leads until they’re ready to convert.



Not separating leads into the right stages

If your firm isn’t organizing leads by status and follow-up stage, you’re missing key opportunities to engage potential clients at the right time.

How Neos Helps

Neos offers customizable intake stages, allowing firms to track leads based on where they are in the funnel—whether they need a consultation, are awaiting a retainer, or require additional follow-ups.



Keeping in pricing hidden breaks down trust

Many potential clients hesitate to move forward because they’re unsure about costs. While some firms avoid discussing pricing, clients appreciate clear, upfront communication about fees and billing structures.

How Smith.ai Helps

Smith.ai’s receptionists can answer basic pricing questions, helping potential clients understand your firm’s value before they even speak with an attorney.



Lack of delegation overwhelms law firms

Many lawyers try to do everything themselves, leading to burnout and inefficiency. Smart delegation is key to improving productivity.

How Neos Helps

Neos automates task delegation for each case directly from the Checklist, ensuring that all work is handled by the right team members.

How Smith.ai Helps

Smith.ai’s virtual receptionists take calls, schedule appointments, and complete intake tasks, freeing up your time for higher-value legal work.



Not communicating your firm’s value

Many law firms fail to clearly explain why clients should choose them over competitors. Strong messaging about your firm’s experience, success rates, and client satisfaction can make all the difference.

How Smith.ai Helps

Smith.ai’s receptionists can emphasize your firm’s unique strengths when speaking with potential clients, ensuring they understand why your firm is the best choice.



A smarter intake process for a more profitable firm

Optimizing your intake process doesn’t just improve efficiency—it directly impacts your firm’s profitability. By leveraging Neos and Smith.ai together, law firms can ensure faster response times, higher client conversion rates, and a more seamless intake process.

• Neos keeps your intake organized, automated, and trackable, ensuring no lead slips through the cracks.
• Smith.ai ensures every call is answered, every lead is pre-screened, and follow-ups happen automatically.

Watch the recorded webinar, “The Top 10 Intake Mistakes That are Killing Your Bottom Line” to get the full scoop.

Ready to transform your intake process? Get a Neos consultation today.