Reducing No-Shows and Increasing Conversions for a Social Security Disability Law Firm
RevOps, marketing automation, and operations program management
The Challenge
A Social Security Disability law firm was relying on spreadsheets for lead tracking and manual reminders for appointments. The process created gaps in handoffs, slow qualification, inconsistent follow-ups, and high no-show rates. Freelancers supported key projects, but communication and status tracking were ad hoc. Leadership wanted cleaner operations, reliable automation, and better show-up and conversion rates.
The Solution
We built a comprehensive and durable RevOps foundation centered on faster qualification and consistent client communication.
Operational platform
Migrated the lead tracker from Google Sheets into a structured ClickUp system with intake fields, pipeline stages, automations, and task SLAs
Stood up project management for freelancers with status views, due-date policies, and weekly check-ins so work moved without stalls
Booking and attendance
Implemented an automated booking flow with immediate confirmation, a 24-hour reminder, and a 2-hour day-of reminder across email and SMS
Personalized all reminders and added clear calls to action to confirm, reschedule, or cancel with one click
Customized Calendly confirmation and reminder pages to set expectations and reduce anxiety about the first call
Pre-appointment engagement
Sent a brief questionnaire to collect case basics and increase commitment
Added a short “what to expect” video from the intake specialist to increase readiness and trust
Incentives and follow-through
Introduced a clear no-show policy and a simple show-up incentive such as a client resource or checklist
Automated second-chance reschedule sequences for no-shows that asked about barriers and offered alternate times
Nurture and demand capture
Built email cadences that educated prospects on timelines and documentation
Launched retargeting to bring back form starters and site visitors who did not book
Improved reporting on show-up, qualification speed, and conversion so the team could measure and iterate
The Impact
The firm moved from a spreadsheet-heavy intake to a predictable operating system that increases show-ups and converts more qualified clients. Intake specialists spend less time chasing confirmations and more time on meaningful conversations. Leadership can see status in real time, coordinate freelancers without bottlenecks, and adjust cadences based on performance data.
57% reduction in no-shows after multi-channel reminders, pre-visit questionnaire, and expectation-setting content
32% increase in conversions from automated nurture, cleaner handoffs, and faster time to first conversation
35% faster lead qualification as booking, intake, and follow-up steps run on a single ClickUp-driven workflow
Clear ownership and fewer stalls across projects due to standardized task SLAs, status views, and weekly reviews
Before this work, our intake lived in spreadsheets and our reminders were inconsistent. Prospects booked, then disappeared. Now our booking and reminders run themselves, clients arrive prepared, and our team moves faster because ClickUp shows exactly what is waiting on whom. We cut no-shows, qualified faster, and finally have a process that supports growth.
— Managing Partner, Social Security Disability Law Firm