Professional Services · Documents

Client Satisfaction Check-in Mid-Matter

Catch client dissatisfaction with communication or service mid-matter.

Apps this needs

SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup
CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup

How it works

  1. Runs a brief satisfaction check-in at a meaningful point in longer matters, checked against the PMS matter timeline, via voice (Twilio, 3CX, RingCentral, or a carrier-direct SIP trunk).
  2. Asks about communication frequency/clarity and general satisfaction, not the substance of advice given.
  3. Escalates any concern immediately to the responsible professional or practice manager.
  4. Logs positive feedback for the eventual review/testimonial request, written to the CRM.

Data sources

Practice management matter timeline Satisfaction survey

What it targets

  • Mid-matter check-ins completed for eligible matters Target 70%
  • Concerns escalated within 24 hours Target 100%