‍Who this is for

Firms with 5–50 people, limited ops/IT, and a willingness to run one weekly 20-minute huddle. You’ll combine O Data (what happened) with X Data (how clients felt/behaved) to speed cases and improve outcomes. (O vs. X definition and value come straight from the roadmap white paper.)

Outcomes to target (pick 2–3)

• Reduce average Days-to-Resolution by 30–60 days (DM Law’s early cohorts showed a 65-day delta in one analysis; another view showed ~50 days faster and a signal of ~8% higher settlements among highly engaged clients—validate on your own caseload).
  
• Lift Promoter % / reviews; decrease complaint escalations.
• Improve cash flow via faster turnover.

Minimal roles

• CX Champion (2–3 hrs/wk): runs huddles, surveys, and automations.
• Data Wrangler (1 hr/wk): keeps the sheet clean (or maps fields from CMS/Case Status).
• Sponsor (partner/COO): unblocks, celebrates wins.

Tools you need

• Case Status (for client engagement + surveys) and your CMS (e.g., Neos).
• This workbook for KPIs, simple formulas, and a starter dashboard.
• Spreadsheet: export a CSV monthly from your CMS to refresh the “Cases” tab.

What to capture

• O Data: Open/Close dates, Days in Treatment/Negotiation, Settlement Amount.
• X Data / engagement: Client/Firm messages, app logins, response-time SLA, CSAT at key moments, and NPS at resolution.
• Workbook auto-calculates: Days on Desk, CCR (client/firm message ratio), TPD (touchpoint density), and simple “SV/CV/NE” efficiency metrics introduced in the roadmap (Settlement Velocity, Clinical Value, Negotiation Efficiency).

12-Week execution plan

Sprint 0 (Setup — 5 hours, one-time)

1. Wire two automations in Case Status (starter templates in workbook):
   • Monthly “no-update update.”
     
   • Post-resolution NPS + review ask (promoters) / detractor save.
2. Turn on five survey moments (in workbook “Survey Moments” tab): Intake, Treatment start, Monthly ease-of-updates, Offer received, Resolution (NPS).
3. Set a response-time SLA (e.g., business-day reply ≤ 1 hour; after-hours by 10 a.m. next business day).
4. Start the weekly 20-minute CX huddle (agenda at the end).

Weeks 1–2 — Baseline & hygiene

• Enter last 25–50 closed cases on the “Cases” tab (or import).
• Confirm formulas populate Days on Desk, CCR, TPD, SV/CV/NE.
• Publish a tiny “leader dashboard” (5 KPIs—already in workbook):
  Days-to-Resolution, Stage Aging (manual count), Response-Time SLA, Promoter %, Avg CCR.

Weeks 3–4 — First correlation → first bottleneck

• Compare CCR/TPD vs Days-to-Resolution. Cases with better engagement usually move faster. (The white paper shows how client engagement connects to shorter timelines.)
  
• Choose one bottleneck: documents, appointment adherence, or slow replies.
• Launch one automation to attack it (templates provided).

Want to see how this looks with your numbers? Try the calculator below 👇

‍Weeks 5–6 — Coaching & SLA discipline

• Pull median response time by attorney/paralegal (workbook field).
• In huddle, show 3 examples of clear/fast replies vs. slow/unclear.
• Micro-training: use plain-English, set expectations, “no-update update” cadence. (The roadmap emphasizes coaching communication using X Data tied to journey stages.)

Want to see how this looks with your numbers? Try the calculator below 👇

Weeks 7–8 — Reviews & referrals system

• NPS promoters auto-receive a review ask; track ReviewLeft in sheet.
• For detractors (≤6), create a same-day callback task; log root cause. (Turning great experiences into public proof is a stated benefit.)

Want to see how this looks with your numbers? Try the calculator below 👇

‍

Weeks 9–10 — Simple forecasting

• Use the CSR / SV feel (proxy via Days on Desk + Settlement/Day) to estimate case trajectory for active matters; set expectations with clients. (Roadmap highlights prediction improvements when X meets O.)
• Add “Milestone Explainer” messages by stage (template in workbook).

Weeks 11–12 — Lock in the system

• Keep the weekly CX huddle; iterate on one bottleneck at a time.
• Publish a before/after: average Days-to-Resolution and Promoter %, last 90 days vs prior 90.

Huddle agenda (20 minutes, weekly)

1. Metrics pulse (5): DTR trend, SLA, Promoter %, Stage Aging, Engagement.
2. Wins (3): one client shout-out; one teammate kudos.
3. Bottleneck (7): pick one; decide an experiment for next week.
4. Actions (5): owner, due date, done-definition.

Message templates (copy/paste quick wins)

• No-Update Update (monthly)
  “We don’t have a new external update yet, but we’re actively working your case at {Stage}. Next milestone: {NextMilestone} by {ETA}. Questions? Reply here—this goes straight to your team.”
• Doc Chase (with deadline)
  “We still need {DocName} to keep your case moving. Upload here: {Link} by {Date}. Need help? Just reply.”
• Treatment Check-in (weekly)
  “How did treatment go this week? [Great] [Okay] [Had an issue]” → route “issue” to case manager.
• Promoter Review Ask / Detractor Save (automated off NPS).

All of these live in the workbook’s Automation Templates tab.

KPIs you’ll use (plain-English)

• Days-to-Resolution (DTR) – close minus open date.
• Response-Time SLA – median minutes to reply; share weekly.
• CCR – client msgs / firm msgs (healthy ≈ 1.0+).
• TPD – total msgs / days on desk (steady cadence beats silence).
• SV – settlement ÷ days on desk; CV – settlement ÷ treatment days; NE – settlement ÷ negotiation days (adapted from the roadmap’s metric set).

Governance (lightweight)

• Use plain-English in surveys; avoid legalese.
• Send secure portal/app links (no attachments with PII over SMS/email).
• Honor opt-out across channels; restrict access by role.
• Keep your CMS as source of truth; let Case Status write back engagement + surveys.

If you only do three things this quarter

1. Turn on two automations (no-update monthly; NPS + review ask).
2. Run the weekly CX huddle and enforce a reply-time SLA.
3. Track CCR/TPD vs DTR and fix the biggest bottleneck (docs or treatment).

Signs it’s working (in ~8–12 weeks)

• DTR trending down; fewer “where’s my case?” calls.
• Promoter % / reviews nudging up; detractors resolved same day.
• Team adopting clearer, faster communication habits. (This is exactly the culture/coach-loop the roadmap recommends.)