Case Study
Personal Injury Law
Missoula, MT

A Missoula Law Firm’s
Client Operations, Systematized.

DS
Dwight Schulte
Attorney · Schulte Law Firm P.C.
Personal Injury, Criminal Defense, DUI, Family Law · Missoula, MT
4d → 0
Intake Timeline
0
Leads Lost Post-Consult
40%
Faster Document Collection
2
Integrated Systems Built
The Problem

Legal clients need fast answers. The process was slow.

Schulte Law Firm handles high-stakes cases across personal injury, criminal defense, and family law. When a potential client reaches out, they are often in crisis. Two operational gaps were costing Dwight cases before he even had a chance to take them.

Leads Going Cold

People searching for a personal injury or criminal defense attorney are often contacting multiple firms at once. When a form submission came in after hours or during a busy court day, it sat. No instant acknowledgment. No next step. By the time the office followed up, the potential client had already hired someone else or given up.

0
automated response system in place for new inquiries
The Intake and Document Bottleneck

Once a consultation was booked, the real bottleneck began. Paper intake forms, manual follow-up on missing documents, chasing client signatures one email at a time, and billing reminders tracked on sticky notes. Getting a new client from signed engagement to an organized, workable file took four days on average, and that assumed nothing slipped through the cracks.

4
days average from consult to complete client file
The Solution

Two systems. Every client handled from first contact to file.

Waypoint Systems designed and built two integrated systems: a lead response engine that ensures no inquiry goes unanswered, and a digital intake pipeline that moves clients from signed engagement to organized file in the same day.

System 01
Client Intake Automation
Every inquiry gets an immediate, professional response. Consultations are booked and logged before the team returns the first call.
1
Instant alert the moment a form is submittedDwight and his team receive a text with full lead details, source, and contact information the second a new inquiry comes in.
2
AI response sent within minutesA professional acknowledgment goes to the potential client automatically. It confirms receipt, sets expectations, and offers a direct link to book a consultation.
3
Lead logged in case management with task assignedEvery new inquiry is captured in the CRM, categorized by practice area, and assigned as a follow-up task to the appropriate team member.
4
Escalation fires if no follow-up is loggedIf no activity is recorded within a defined window after the initial inquiry, an escalation alert fires automatically. No inquiry escapes follow-up.
System 02
Document and Billing Follow-Up
Signed engagements, collected documents, and billing reminders handled automatically. No more chasing clients for paperwork.
1
Digital intake packet sent on consultation completionThe moment a consultation is marked complete, a tailored intake packet lands in the client’s inbox, including engagement letter, intake form, and document checklist.
2
E-signature collected automaticallyThe engagement letter routes through DocuSign for digital signature. Signed documents are filed directly to the client record. No printing, scanning, or back-and-forth email.
3
Automated document follow-up sequenceIf required documents are not submitted within 48 hours, the system sends a polite reminder. A second reminder fires at 96 hours. The team only gets involved when the client is unresponsive past the sequence.
4
Billing milestone reminders sent automaticallyInvoice due dates, outstanding balances, and payment confirmations are handled by automated sequences. Dwight’s team stops tracking billing on sticky notes.
Infrastructure

Built to fit. Not forced in.

Custom automation layer hosted on a private server managed by Waypoint Systems, secured with SSL, and connected to every tool Schulte Law Firm was already using. No platform migrations. No new logins to learn.

Waypoint Operations Hub
Automation Layer · Private Server · SSL · Claude AI
Clio
Case management · Client records
Gmail
Inquiry response · Follow-up sequences
Website Forms
Lead capture · Practice area routing
DocuSign
Engagement letters · E-signatures
SMS Alerts
New leads · Escalations · Reminders
Calendly
Consultation booking · Confirmation flow
The Results

A law firm that responds like a larger practice.

New inquiries get an immediate response at any hour. Clients move from consultation to signed engagement to organized file in the same day. Document collection happens automatically. Billing follow-up is a system, not a task.

4d → 0
Intake timeline, same day
What took four days of back-and-forth now completes the same day the consultation ends.
<5 min
Response to every new inquiry
AI drafts and sends a professional first response before the team would have even seen the notification.
0
Leads lost post-consultation
Escalation fires automatically when no follow-up is logged after a consult. No one falls through the cracks.
40%
Faster document collection
Automated follow-up sequences replace manual email chasing. Documents arrive faster with less staff effort.
100%
Billing follow-up automated
Invoice reminders, outstanding balances, and payment confirmations go out on schedule with no manual tracking.
2
Integrated systems running 24/7
Client intake and document follow-up operate automatically around the clock, with no manual intervention required.
“
We were losing potential clients simply because we could not respond fast enough. People dealing with an accident or a legal crisis do not wait around. Now every inquiry gets a professional response within minutes, and my team spends their time on actual legal work instead of chasing paperwork and following up on emails that slipped through.
Dwight Schulte  ·  Attorney, Schulte Law Firm P.C.  ·  Missoula, MT
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