How a New York PI Firm Recovered Nearly $200K in Lost Cases Without Changing How They Practice Law

Firm: Mid-size New York City personal injury firm
Practice: Auto accidents, slip and fall, construction injuries
Average case value: ~$22,000

The Problem

After 5 PM, the phones went quiet.
The ads did not.

Calls were hitting voicemail nights and weekends.
Callbacks on Monday were too late.
Qualified cases were calling competitors who answered first.

These weren’t missed leads.
They were missed cases.

The Risk

The firm was spending heavily to generate demand but had no protection after hours.

• No visibility into lost cases
• No consistent screening
• Intake staff overloaded on callbacks
• Revenue leaking silently every week

The managing partner didn’t want a call center.
He wanted control, quality, and coverage.

The Solution

We installed a 24/7 after-hours intake system built to mirror the firm’s in-house standards.

• Live call answering nights and weekends
• PI-specific screening only
• No retainers signed
• No legal advice given
• Full recordings and transcripts
• Clean handoff to the firm’s intake team

Every call was handled like a real intake conversation, not a voicemail substitute.

The Outcome

In the first 60 days:

• 31 after-hours calls fully screened
• 14 qualified PI cases
• 9 signed cases recovered

~$198,000 in pipeline value that would have otherwise been lost

Why It Works for PI Firms

Injury callers move fast.
They call multiple firms.
They do not wait for callbacks.

Answering first protects revenue.
Answering correctly protects case quality.

Bottom Line

This didn’t change how the firm practices law.
It just made sure real cases didn’t get neglected by voicemail or inefficient answering services