A (3:31)

Every time a client wonders what has happened with their case, your team pays for it. When updates are irregular, clients assume the case is stalled and the team is forced into constant catch up. That cycle burns bandwidth and kills momentum. The bigger problem is what you miss. Treatment is where the story of pain, impact and disruption is actually happening. If no one is collecting that information in a structured way, you lose the details that drive non economic damages. Those details are the difference between a basic offer and a strong settlement. When you don't track the client's experience as it unfolds, you leave money on the table.

B (4:02)

During the treatment phase, there's a lot of information that attorneys never collect because a lot of times they're just like, I'll let them get treatment, I'll follow up every few weeks to make sure they're getting treatment. But there's this huge component of non economic damages that really boost settlement values and can like increase immediately what you're demanding for your case that they just never hear about. So something in our tool that is popular is, they're calling it pain journaling. It's essentially a questionnaire that you send and you can set it up recurring. Most of our firms do it once a week. They'll send it on like a Sunday night so all their clients in treatment will get this form. And it's like, hey, how's your pain been this week? What have you missed? Is there something that you haven't been able to do because of your injury? Like do you play piano? And you haven't been able to because your wrist hurts or did you miss a family function? And so they're collecting all this information week after week, call it 20 weeks or however long it is, like 50 weeks where they're doing treatment and now Your firm has 50 pain journals with all this stuff that they've missed. And you can put that directly in your demand letter and just really boost the non economic damages request and so or demand I should say. But like that is huge for firms and it's something that they're just not collecting. So it's cool for two reasons. One, it's engaging your client. They feel like they're involved with the case. And two, they're collecting invaluable information so that they can demand more for their case. So that has been like, is really revolutionizing what's happening with personal injury cases. Foreign.

C (5:46)

So let's talk about hona. Why not just use Clio, grow lead docket, salesforce, whatever. Where are the deficiencies and why don't the CRMs just add more, you know, client relationship components to their CRMs?

B (6:00)

So like the way that we view it is the case management software is like where you and your team are collaborating on the case. It's the internal structure. HONA is like the communication layer that's external facing. So like we're really tight knit with the case management software.

C (6:18)

The other thing that you mentioned that I think is a cool feature is the automated drip campaign perspective. So like you know, you come in and you could set it up however you want. I guess, I guess you have some defaults but like the welcome letter and those, those things that you, that are repeatable that you mentioned. It makes me think of, you know, when you go to the barber and you get a few good haircuts and then you get a bad one, right. You may not go to that barber again. So like some attorneys may be following the checklist manifesto and, and doing this but then some remember and they just don't do it. I think the automation creates that consistency of experience that that's nice too.

B (6:55)

People get anxious like when they haven't heard something and a lot of times as a firm you're kind of like, well, you almost get defensive when someone calls you because you're like, well nothing's happened, like why would I talk to you? But it's like people want to know that something hasn't happened, which is so funny.

C (7:14)

Yeah.

B (7:14)

But like that's how good technology and services are in this day and age that like you know when there isn't anything. So we call it like that's something that our tool does is the non update. Update is you could set up like, hey, if Nothing's happened in 10 business days, let's shoot them this text that says, hey, still working on things. We haven't heard back from this person but we'll be in touch soon. And when a customer gets that text message or a push notification on their phone, it just like eases their anxiety. They're like, oh, okay. And then they're willing to wait another 10 or 14 days. Like so that helps kind of keep people appeased, I guess as they're going through their case.

C (7:54)

Nowadays you've got WhatsApp and Telegram and Slack and text and phone and email. Like what are the mediums that you communicate on with hona.

B (8:05)

Yeah. So our core product, which is like this robust portal that you know, communicates through the case, is actually built on text message based and our theory behind that is that people have become so accustomed to text messages. When a trigger happens, like a task is complete or you change the phase from two to three or whatever it is, they'll get a text message with a link and they click the link and it goes into just a web browser like that. It's so, it's so easy. We also have an app like in the iOS and Android store that someone could get if they want. But we find that people are just so used to texting and so that's a really easy way they save the firm contact. Hey, you're working with, you know, x law firm and they click it and they're back in the portal learning about the case, watching videos, et cetera, on what's happening. So that's kind of the mode that it comes through.

A (9:00)

Clients track everything they buy. They expect the same experience when they reach out to a firm. Intake is where you win or lose the first impression. This is why tools like these matter. They make the process engaging, predictable and transparent. From the very first click.

B (9:16)

We release tools that go into this intake sphere. One of them is a really cool website intake bot that's really engaging. It pulls people in. It uses video and like logic forms to like pull people in and like make sure that they're converting. So like with Rankings IO, you're all about getting people more leads to their website and that's like a great business. Super needed. We want to convert those leads at the highest clip possible. It's essentially a form fill that makes it kind of seem like a chat. If someone fills out the form on the chat, it will text you with a phone number. Now if you sign up with that firm, then they'll start using HONA during the case process. It's going to be from the same phone number. One of the terrible things about client experience in this space is that a client will receive several phone numbers throughout the whole customer journey. So they'll get one at intake, they'll get one at case, then they'll get another text message from a different software tool they use. So like we're trying to consolidate and bring those into one phone number. So it's, you know, consistency throughout the whole process.

C (10:21)

Got it, got it. That's interesting. And yeah, because you got all the call Rails and the different, you know, trackers and swaps and dynamic phone numbers and I think from a client perspective though, it would be better if they had the one they like you said plug it into their phone.

B (10:37)

Absolutely. That's what we're going for is like consistency throughout the whole journey.

A (10:43)

Clients expect visibility, they expect real time updates and, and a clear look at what's happening in their case. And you deserve the same care for your marketing agency. That's where Rankings IO comes in. We're with you every step of the way to the top. I'm Chris Schreier, CEO of Rankings IO. Hit subscribe. So PIM delivers straight to your phone. I'll see you Thursday.