Personal Injury Law
Syncing intake across four offices in three states
GoSuits runs personal injury intake out of California, Texas, and Illinois. We gave every office the same CRM pipeline and a shared view of every signed client.
The Challenge
Where GoSuits Was Stuck
The operational friction that was costing time, data accuracy, and growth before Zoho.
Four offices, four ways of tracking leads
Los Angeles, Irvine, Carrollton, and Chicago each ran their own spreadsheet or notebook system, so firm-wide reporting meant manually combining four different formats.
No visibility into lead-to-signed-client conversion
Marketing spend drove calls in from three states, but nobody could see which office, campaign, or case type actually converted into a signed, retained client.
Call center handoffs lost context
A 24/7 intake line took the first call, but details got lost or re-asked when the file was handed to the local office attorney, frustrating injured callers.
The Approach
How We Got Them There
Our standard discovery-to-launch methodology, applied to GoSuits's specific workflow.
Cross-Office Discovery
Interviewed intake staff in all four offices to find the one workflow that would actually work for each state's case mix.
CRM Build & State-Specific Fields
Configured a single Zoho CRM pipeline with state-aware fields for California, Texas, and Illinois case requirements.
Call Center Integration
Connected the 24/7 intake line to Zoho CRM and Zoho Desk so context travels with the handoff instead of getting re-asked.
Rollout & Reporting
Launched office by office, then stood up a firm-wide Zoho Analytics dashboard for leadership.
The Solution
What We Built
One Zoho CRM pipeline now covers every office, with state-specific fields where the law actually differs and a single dashboard where it doesn't.
- Single pipeline across Los Angeles, Irvine, Carrollton, and Chicago
- State-aware case fields for CA, TX, and IL requirements
- 24/7 call center intake synced directly into Zoho CRM
- Zoho Sign for retainer agreements across every office
- Firm-wide Zoho Analytics dashboard for conversion by office and campaign
- Zoho Desk ticketing for post-signing client communication
The Results
The Impact
45%
Faster lead-to-signed-client time
4
Offices on one shared pipeline
32%
Fewer leads lost to handoff gaps
100%
Of intake calls logged automatically
Figures are illustrative estimates based on the engagement scope, not independently audited client financials.
“For the first time, firm leadership can see exactly which office and which campaign is actually turning calls into signed clients.”
— GoSuits Team
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