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Who this is for
Firms with 5–50 people, limited ops/IT, and a willingness to run one weekly 20-minute huddle. You’ll combine O Data (what happened) with X Data (how clients felt/behaved) to speed cases and improve outcomes. (O vs. X definition and value come straight from the roadmap white paper.)
Outcomes to target (pick 2–3)
- Reduce average Days-to-Resolution by 30–60 days (DM Law’s early cohorts showed a 65-day delta in one analysis; another view showed ~50 days faster and a signal of ~8% higher settlements among highly engaged clients—validate on your own caseload).
- Lift Promoter % / reviews; decrease complaint escalations.
- Improve cash flow via faster turnover.
Minimal roles
- CX Champion (2–3 hrs/wk): runs huddles, surveys, and automations.
- Data Wrangler (1 hr/wk): keeps the sheet clean (or maps fields from CMS/Case Status).
- Sponsor (partner/COO): unblocks, celebrates wins.
Tools you need
- Case Status (for client engagement + surveys) and your CMS (e.g., Neos).
- This workbook for KPIs, simple formulas, and a starter dashboard.
- Spreadsheet: export a CSV monthly from your CMS to refresh the “Cases” tab.
What to capture
- O Data: Open/Close dates, Days in Treatment/Negotiation, Settlement Amount.
- X Data / engagement: Client/Firm messages, app logins, response-time SLA, CSAT at key moments, and NPS at resolution.
- Workbook auto-calculates: Days on Desk, CCR (client/firm message ratio), TPD (touchpoint density), and simple “SV/CV/NE” efficiency metrics introduced in the roadmap (Settlement Velocity, Clinical Value, Negotiation Efficiency).
12-Week execution plan
Sprint 0 (Setup — 5 hours, one-time)
- Wire two automations in Case Status (starter templates in workbook):
- Monthly “no-update update.”
- Post-resolution NPS + review ask (promoters) / detractor save.
- Monthly “no-update update.”
- Turn on five survey moments (in workbook “Survey Moments” tab): Intake, Treatment start, Monthly ease-of-updates, Offer received, Resolution (NPS).
- Set a response-time SLA (e.g., business-day reply ≤ 1 hour; after-hours by 10 a.m. next business day).
- Start the weekly 20-minute CX huddle (agenda at the end).
Weeks 1–2 — Baseline & hygiene
- Enter last 25–50 closed cases on the “Cases” tab (or import).
- Confirm formulas populate Days on Desk, CCR, TPD, SV/CV/NE.
- Publish a tiny “leader dashboard” (5 KPIs—already in workbook):
Days-to-Resolution, Stage Aging (manual count), Response-Time SLA, Promoter %, Avg CCR.
Weeks 3–4 — First correlation → first bottleneck
- Compare CCR/TPD vs Days-to-Resolution. Cases with better engagement usually move faster. (The white paper shows how client engagement connects to shorter timelines.)
- Choose one bottleneck: documents, appointment adherence, or slow replies.
- Launch one automation to attack it (templates provided).
Want to see how this looks with your numbers? Try the calculator below 👇
Weeks 5–6 — Coaching & SLA discipline
- Pull median response time by attorney/paralegal (workbook field).
- In huddle, show 3 examples of clear/fast replies vs. slow/unclear.
- Micro-training: use plain-English, set expectations, “no-update update” cadence. (The roadmap emphasizes coaching communication using X Data tied to journey stages.)
Want to see how this looks with your numbers? Try the calculator below 👇
Weeks 7–8 — Reviews & referrals system
- NPS promoters auto-receive a review ask; track ReviewLeft in sheet.
- For detractors (≤6), create a same-day callback task; log root cause. (Turning great experiences into public proof is a stated benefit.)
Want to see how this looks with your numbers? Try the calculator below 👇
Weeks 9–10 — Simple forecasting
- Use the CSR / SV feel (proxy via Days on Desk + Settlement/Day) to estimate case trajectory for active matters; set expectations with clients. (Roadmap highlights prediction improvements when X meets O.)
- Add “Milestone Explainer” messages by stage (template in workbook).
Weeks 11–12 — Lock in the system
- Keep the weekly CX huddle; iterate on one bottleneck at a time.
- Publish a before/after: average Days-to-Resolution and Promoter %, last 90 days vs prior 90.
Huddle agenda (20 minutes, weekly)
- Metrics pulse (5): DTR trend, SLA, Promoter %, Stage Aging, Engagement.
- Wins (3): one client shout-out; one teammate kudos.
- Bottleneck (7): pick one; decide an experiment for next week.
- Actions (5): owner, due date, done-definition.
Message templates (copy/paste quick wins)
- No-Update Update (monthly)
“We don’t have a new external update yet, but we’re actively working your case at {Stage}. Next milestone: {NextMilestone} by {ETA}. Questions? Reply here—this goes straight to your team.” - Doc Chase (with deadline)
“We still need {DocName} to keep your case moving. Upload here: {Link} by {Date}. Need help? Just reply.” - Treatment Check-in (weekly)
“How did treatment go this week? [Great] [Okay] [Had an issue]” → route “issue” to case manager. - Promoter Review Ask / Detractor Save (automated off NPS).
All of these live in the workbook’s Automation Templates tab.
KPIs you’ll use (plain-English)
- Days-to-Resolution (DTR) – close minus open date.
- Response-Time SLA – median minutes to reply; share weekly.
- CCR – client msgs / firm msgs (healthy ≈ 1.0+).
- TPD – total msgs / days on desk (steady cadence beats silence).
- SV – settlement ÷ days on desk; CV – settlement ÷ treatment days; NE – settlement ÷ negotiation days (adapted from the roadmap’s metric set).
Governance (lightweight)
- Use plain-English in surveys; avoid legalese.
- Send secure portal/app links (no attachments with PII over SMS/email).
- Honor opt-out across channels; restrict access by role.
- Keep your CMS as source of truth; let Case Status write back engagement + surveys.
If you only do three things this quarter
- Turn on two automations (no-update monthly; NPS + review ask).
- Run the weekly CX huddle and enforce a reply-time SLA.
- Track CCR/TPD vs DTR and fix the biggest bottleneck (docs or treatment).
Signs it’s working (in ~8–12 weeks)
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