System Design: Client Intake & Onboarding
System Design: Client Intake & Onboarding
Hey guys,
This system covers the critical initial phase of bringing a new client into the firm, from their first qualified contact (after Marketing/BD in Section 30) through to having their file fully opened and ready for legal work. A smooth intake process sets the tone for the entire relationship.
Purpose:
- To design a standardized, efficient, and welcoming process for new clients.
- To ensure we gather all necessary information accurately and consistently.
- To perform required checks (conflict, KYC/AMLA) reliably.
- To manage client expectations effectively from the start (20.4 - Setting-Client-Expectations).
How to Use This Note:
- Map Steps: Outline the key steps involved in the ideal intake/onboarding flow.
- Define Responsibilities: Clarify who does what at each step (Admin/Leon, Lawyer/Claudia/Yi Xie).
- Identify Tools/Templates: Determine what checklists, forms, or software features are needed.
- Discuss & Finalize: Refine the process flow in Discord and document the agreed system here.
Designing Our Intake & Onboarding Workflow
Let's define the ideal steps and considerations:
| Intake Stage | Key Actions / Decisions Needed | Responsibility? | Tools/Templates Needed? |
|---|---|---|---|
| 1. Qualified Lead Received | Lead source identified (Referral, Website etc.). Initial assessment of suitability based on 20.1 - Ideal Client-Profile. | Admin/Leon? | Lead Tracking Method |
| 2. Initial Consultation | Scheduling process. Prep required? Standard consultation structure/agenda? Fee discussion (20.4 - Setting-Client-Expectations). Decision to proceed? | Lawyer | Calendar, Consultation Checklist |
| 3. Conflict Check | Standard procedure for running conflict checks. Tools used? Documentation required. | Admin/Lawyer | Conflict Check Software/Procedure |
| 4. KYC/AMLA Compliance | Standard procedure for ID verification and due diligence. Documentation needed. | Admin/Lawyer | KYC Checklist, ID Storage Protocol |
| 5. Engagement Letter | Standard template (70.1 - Templates-Index). Process for drafting, sending, receiving signed copy. Clear scope & fee confirmation. | Lawyer/Admin | Engagement Letter Template, E-sign? |
| 6. Retainer Payment | Process for requesting and confirming receipt of retainer (if applicable). | Admin/Accounts | Payment Methods, Receipt Process |
| 7. File Opening | Creating physical/digital file according to 40.2 - Knowledge-File-Management standards. Entering client/matter info into systems. Initial task assignment. | Admin/Support | File Opening Checklist, Case Mgmt Sys |
| 8. Welcome & Next Steps | Formal welcome communication? Introduction to primary contacts? Confirmation of next steps in their matter? | Lawyer/Admin | Welcome Email Template? |
➡️ Let's design the detailed Client Intake & Onboarding workflow in Discord: #[Link to Channel #40-1-client-intake-system]
(Placeholder for Final System Design)
Detailed step-by-step Client Intake & Onboarding Process will go here...
(Could include flowcharts, checklists, role assignments)
A seamless intake process makes clients feel confident and sets up the legal team for success.