Services / Client check-ins
Long cases, clients who still feel remembered.
Disability and injury cases run for years, and a client who hasn't heard from their firm in months starts wondering if anyone remembers them. We automate the check-in: every six months, a short text from their own team's line, with the clients who shouldn't get one filtered out correctly.
The problem
On a multi-year case, the quiet stretches are where clients are lost. Nothing is wrong, so nobody calls them, and from the client's side that silence is indistinguishable from being forgotten. Tracking thousands of case anniversaries by hand isn't something any team actually sustains.
The subtle failure is who gets messaged. A client whose case was already approved, still technically open while backpay processes, should not get a “how are we doing” survey. Before this system, at the firm we built it for, they did.
How we build it
Watch the calendar
A Monday run finds every open case whose six-month anniversary fell in the past week and queues the check-in.
Skip the cases it shouldn't touch
Approved and decided cases get skipped even while Clio still shows them open, and a client who already got a status update recently doesn't get a check-in on top of it.
Send from the team's line
The text comes from the client's own team's number and carries a feedback link, so a client with something to say has somewhere to say it.
No silent skips
Every case the run considers gets a logged decision: eligible, skipped and why, sent, or errored. When someone asks why a client did or didn't get a message, the answer is a lookup, not a shrug.
Where it runs today
Runs every Monday at a Social Security disability firm, replacing a legacy Zapier flow. The main upgrade is the filtering: already-approved clients no longer get satisfaction check-ins about a case they've already won.
Common questions
Is six months the right interval?
It's what runs live, and it fits the rhythm of disability cases, long quiet stretches where a small touch matters. The interval is configuration. What matters more is the filtering, because the wrong message to the wrong client costs more than no message.
What if a client replies to the check-in?
The text comes from the team's real line, so replies land with the people who know the case. The message itself stays short and calm, a check-in and nothing heavier.
How does this fit with milestone status updates?
They're complementary and they know about each other. Status updates fire when something happens on the case. Check-ins cover the stretches when nothing does. The check-in skips anyone who recently got a status update, so clients never feel carpet-bombed.
When did your oldest case last hear from you?
Book a free audit and we’ll walk your setup and tell you what this would look like at your firm, including what it would save.