Published 23 October 2026
START WITH THE GAPS IN THE BUYING JOURNEY
High enquiry volume, low conversion. Out-of-hours enquiries go to voicemail, unqualified matters eat fee-earner time, and no one can say which marketing spend produced instructed cases.
This guide describes the workflow design published in Xiilio’s industry playbook. It is not a case study or a claim of achieved results. Access, permissions and the connected systems determine what can be deployed.
- Enquiries arrive out of hours and land in voicemail while the claimant instructs whoever answered first
- Fee earners spend chargeable time triaging matters the firm was never going to take
- Limitation and jurisdiction issues are spotted late, after time has already been invested
- Marketing spend cannot be traced to instructed matters, only to enquiry counts
MAP THE HANDOVERS BEFORE ADDING AUTOMATION
Write down the decision at each stage, who owns it and what information the next person needs. Qualification is not a substitute for a regulated or commercial decision.
- Trigger: An event creates a potential claim — dismissal, accident, breach, dispute. Search happens within hours.
- Shortlist: Three to five firms contacted from search, directories or a referral. Response speed decides the shortlist.
- Qualification: Merits, limitation, jurisdiction, funding route and conflict position are established.
- Instruction: CFA, DBA or retainer signed. Delay between consultation and signature is where firms lose matters.
OUT-OF-HOURS INTAKE
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- Enquiry arrives by phone, form or chat outside office hours
- ARIA captures claim type, key dates, jurisdiction, parties and funding position
- Limitation and conflict flags evaluated against your criteria
- Consultation booked into the fee earner diary, or routed to a partner if flagged
- Structured matter record written to case management with the full transcript
SIGNATURE CHASE
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- Consultation held, retainer or CFA issued
- HERALD sequences reminders at intervals you set, stopping instantly on signature
- Unanswered after the final touch, the matter routes to a fee earner with a summary
- Outcome written back so conversion by claim type is measurable
INTRODUCER DEVELOPMENT
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- NOVA identifies introducers acting for your target claimant profile
- Sequence approved by a partner before any send
- Meetings booked with the referral partner, not the client
- Referral source tracked through to instructed matter value
CONNECT THE EXISTING STACK, WITH EXPLICIT BOUNDARIES
No rip-and-replace is the starting point. Confirm API availability, permissions, record mapping and failure handling with the system owner. Product names in the playbook describe systems commonly used in this sector; they do not imply a partnership or a prebuilt connector for every installation.
- Case management (Clio, LEAP, Actionstep, Proclaim)
- Telephony and call recording
- Fee-earner calendars
- Google Ads and GA4
- E-signature platform
KEEP THE APPROVAL GATES VISIBLE
Automation should stop at the boundaries agreed with your team. Record escalations and approval decisions alongside the workflow activity.
- Consultation criteria signed off before go-live
- Any conflict flag routes to a human before booking
- All introducer outbound copy partner-approved
- Fee and funding conversations reserved for fee earners
MEASURE OUTCOMES, NOT ACTIVITY ALONE
Agree the baseline, reporting period and source of each metric before launch. Reconcile CRM outcomes with your own records; do not treat a modelled return or an advertising dashboard as independently audited revenue.
- Speed to first response
- Enquiry to consultation rate
- Consultation to instruction rate
- Cost per instructed matter by claim type
- Out-of-hours enquiries recovered