For attorneys aiming to grow their practices, a streamlined intake process is more than just an administrative necessity – it’s a true engine for sustainable growth. Few exemplify this better than Mark Lyda, an ARAG network attorney and founder of Lyda Law Firm, a firm that evolved from a solo practice into a multi-state team of over 20 attorneys in just over a decade.
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Mark’s journey began in Denver’s “big law” scene, but he soon realized his passion lay in serving moderate-income clients and small businesses. “I left when I was only a few years in to start my own practice, to be able to serve moderate income clients and small businesses. And that was 11 years ago. The rest is history,” Mark recalls.
From the beginning, Mark was guided by a mission to “democratize the law.” This philosophy is evident in every aspect of Lyda Law Firm’s operations because of:
- Transparent, below-market rates
- Flat fees
- A published menu of prices
- A commitment to accepting legal insurance to increase access to quality legal services
“The main thing is just having an ethos of not price gouging and hiring people who care about that as well,” Mark explains.
This commitment to accessibility and fairness not only shapes the firm’s values but also drives its approach to client service. To ensure that every client receives consistent, high-quality support from the outset, Lyda Law Firm has invested in building a better intake system.
Building a Better Intake System
A cornerstone of the firm’s success has been its custom-built practice management software, which has made intake and client onboarding seamless. Every new client speaks with a dedicated intake specialist, ensuring a personal touch from the very beginning. The intake specialist then assigns the case to the appropriate attorney, who can quickly assess the case. Once a case is accepted, the system automates onboarding, engagement letters and claim filing, while a single team member manages all claims to reduce errors and free up attorneys to focus on substantive client work.
But you don’t need your own custom software to increase firm efficiency – there are many affordable tools available to create an intake system. Mark is adamant that preventing “time loss” is critical, especially for firms handling lower-dollar or flat-fee cases. He advises attorneys not to let intake consume too much of their time and to create systems that make intake more efficient – both in screening cases, verifying coverage and signing clients up with engagement letters. Many attorneys, he notes, skip sending engagement letters because it’s time-consuming, but automating this step protects both the attorney and the client. Efficient screening is also essential; spending half an hour on every inquiry simply isn’t profitable. Centralizing claims and administrative tasks, and ensuring accurate time tracking, are other key elements that have helped Lyda Law Firm maintain quality and compliance as they’ve scaled.
ARAG: A Catalyst for Efficiency and Growth
Once Mark realized that he wanted to grow his firm and bring in new clients, he knew he would need to try something new – and that he needed to be efficient about the growth. That’s where ARAG came in.
Mark became a network attorney for ARAG clients after reading about the company in the American Bar Association Journal. Initially skeptical, he soon saw the profit potential of ARAG’s client referrals, which required no marketing investment on his part, so he developed a dedicated intake process for ARAG cases. “The best way to make this profitable is to create a system around it,” he explains. This allowed the firm to handle high volumes efficiently across multiple states, ensure consistent and high-quality client experiences, and reduce administrative overhead and errors.
Mark has found that ARAG clients tend to be more appreciative than clients found through traditional means, and the supplemental stream of cases helps attorneys build their books of business. Nearly all of Lyda Law Firm’s 20 attorneys participate in the ARAG network, a testament to the value they see in the partnership.
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Turning Insights Into Action
Mark encourages attorneys to “get over the hump” of learning a new system or process. The initial investment in time and effort is well worth it, as the right tools and workflows can lead to greater efficiency, profitability and client satisfaction. For firms looking to streamline their intake and grow, Mark’s experience with ARAG and his own practice management innovations offer a compelling blueprint for success.
