Case Study: How Bridge City Law Enhances Client Care with LEX Reception.

Client: Bridge City Law
Practice Area: Personal Injury Law
Location: Portland, Oregon
Challenge: Managing after-hours client calls and ensuring empathetic, professional client interactions

About Bridge City Law

Bridge City Law is a personal injury law firm based in downtown Portland, Oregon. Established in 1998, the firm has built a reputation for helping clients navigate the complexities of personal injury cases, particularly those involving motor vehicle accidents. With over 37 years of legal experience, Jim Dwyer, the firm’s Managing Partner, emphasizes the importance of relationships and empathy in their work.

“What I love most about being a lawyer is the relationships I develop with my clients,” he shared. “I get to guide them through a system that’s not designed to help them, and that’s incredibly rewarding.”

The Challenge: Missed Opportunities After Hours

Before partnering with LEX Reception, Bridge City Law faced a significant challenge: managing client calls outside of regular business hours. Potential clients and existing clients with emergencies often encountered voicemail, which felt impersonal and led to missed opportunities.

“People don’t like voicemails anymore,” the attorney explained. “If another firm had an answering service available on weekends or after hours, they’d get the call instead of us. We were missing chances to help people when they needed us most.”

Additionally, the firm needed a way to ensure that every call was handled with professionalism and empathy, especially during moments of crisis.

Passing the “Amanda Test”

When Bridge City Law began searching for a solution to handle after-hours calls, they knew they needed a partner who could meet their high standards for professionalism and empathy.

Enter Amanda, the firm’s business development lead, who played a pivotal role in selecting LEX Reception.

“Amanda is incredibly demanding when it comes to the quality of service we provide,” Jim shared. “She has a very clear vision of how things should be done, and if someone passes the Amanda test, you know they’re going to do a great job!”

LEX Reception not only passed the Amanda test but exceeded expectations.

“Once Amanda gave her approval, we knew we were in good hands,” Jim said. “LEX has been a fantastic partner ever since.”

LEX Reception’s 24/7 Service

Since 2021, LEX Reception has provided the firm with a reliable solution to handle after-hours calls, ensuring that no client or potential client was left waiting.

“Now, when clients call after hours, they don’t get a voicemail – they get a live person who can help them immediately,” Jim said. “That’s a game-changer.”

LEX’s call recording feature also proved invaluable. It allows the firm to review interactions, refine their call scripts, and ensure that every call is handled effectively. “Having recordings lets us evaluate how calls are being handled and make improvements where needed.”

The Results: Improved Client Experience and Peace of Mind

Since implementing LEX Reception, Bridge City Law has seen significant improvements in client satisfaction and operational efficiency. Key results include

24/7 Availability: Clients and potential clients can reach the firm at any time, ensuring no opportunities are missed.
Empathetic Interactions: LEX receptionists handle calls with professionalism and compassion, reflecting the firm’s values.
Streamlined Processes: Call recordings allow the firm to refine scripts and ensure consistent, high-quality service.
Work-Life Balance: The firm’s attorneys and staff can relax, knowing that LEX is handling after-hours calls.

“People feel like they’re going into a black hole when they leave a voicemail. But with LEX Reception, clients get a live person who can help them immediately. That makes all the difference.”