Kohlmeyer Hagen Law Office, a family and criminal law firm in southern Minnesota, faced significant challenges in managing after-hours calls, which resulted in missed leads and dissatisfied clients.
By partnering with LEX Reception, they streamlined their call handling process, reduced missed calls out of hours by 95%, and improved client response time.
This case study highlights how LEX Reception became crucial to their operations, enhancing service quality and capturing revenue opportunities.
A great firm, pushing for better
Kohlmeyer Hagen Law Office has been a trusted name in family and criminal law in southern Minnesota since 2008. With a team of 20 staff, including eight lawyers across two locations, the firm handles high-stakes cases ranging from divorces to criminal defense.
Despite its success, the firm faced operational challenges that hindered its efficiency, especially regarding after-hours call management.
The Problem
The Solution
After-hours calls disrupted staff personal time, while unanswered calls led to lost leads.
- 24/7 call coverage
- Live chat support
- Custom scripts
The After-Hours Law Firm Call Problem
The firm’s previous system required the entire team to rotate late-night and weekend calls from 5 PM to midnight. This approach frustrated staff and their families, with team members awakened by calls that often didn’t convert into clients.
“My wife would always yell at me when I’d get woken up for a call. Then on Monday, those same callers were too embarrassed to hire us because they knew they’d disrupted our personal time.”
Jason Kohlmeyer, Kohlmeyer Hagen Law Office
Additionally, the firm had summer hours, closing at 4 PM, leading to another gap in call coverage. Many calls went unanswered, with potential clients leaving voicemail messages or hanging up entirely. Missed calls mean missed opportunities, and questions about how many high-value leads are lost to competitors.
Legal Call Answering, Made Simple
After meeting the LEX Reception team at an industry event, Kohlmeyer Hagen implemented their reception services. Initially skeptical of outsourcing call management to a third-party service, Jason explained that LEX Reception exceeded expectations and quickly became an essential part of his firm’s infrastructure.
How LEX Reception Helped:
- After-Hours Call Handling: LEX Reception takes over at 5 PM on weekdays, ensuring every call is answered by a professional receptionist.
- Weekend and Holiday Coverage: Weekend callers speak to a receptionist and are assured they’ll receive a call back between 8 AM and 9 AM on Monday, reducing anxiety and ensuring lead retention.
- Flexible Support for Peak Times: LEX handles daily calls during all-staff meetings, allowing the team to focus without disruption.
- Tailored Scripts: Receptionists use customized call scripts to serve family law and criminal defense clients effectively.
- Live Chat Support: LEX also manages website live chat inquiries, expanding the firm’s ability to engage with potential clients across channels.
“LEX does a great job because now we don’t have to answer evening calls ourselves. Their customized scripts make it seamless. Clients think they’re speaking to one of our employees!”
Jason Kohlmeyer, Kohlmeyer Hagen Law Office
The Benefits of a 24-Hour Legal Reception
Since partnering with LEX Reception, Kohlmeyer Hagen has seen measurable improvements in operational efficiency and client acquisition.
How LEX Reception Helped:
- 95% Reduction in Hang-Up Calls: Before LEX, the firm experienced two to three hang-ups per evening. Now, nearly all after-hours callers interact with a receptionist, significantly reducing lost leads.
- Improved Client Experience: Clients feel heard and know the next steps for their inquiries, contributing to an impressive Net Promoter Score (NPS) of 70%.
- Enhanced Team Focus: By eliminating the need for paralegals and attorneys to juggle answering calls during meetings or busy periods, the team can focus on delivering top-tier legal services without distractions.
- Scalable Support: LEX offers seamless support during internal staff transitions, ensuring uninterrupted call handling even when reception roles experience turnover.
“I used to worry about losing $5,000 per evening due to missed calls. With LEX, potential leads receive immediate attention, and our responsiveness has become a selling point. ”
Jason Kohlmeyer, Kohlmeyer Hagen Law Office
Conclusion
By integrating LEX Reception into its daily operations, Kohlmeyer Hagen Law Office has transformed its client communication process, becoming more responsive and capturing more opportunities. The firm no longer struggles with missed calls or overwhelmed staff and can focus on what it does best: delivering exceptional legal services.
LEX Reception proved invaluable in reducing operational friction and driving client satisfaction and loyalty.
“LEX Reception is super easy to implement and even easier to keep going. I’d recommend them without hesitation!”
Jason Kohlmeyer, Kohlmeyer Hagen Law Office
To learn more about how LEX Reception can improve your firm’s operations and client satisfaction, book a demo today.
