Mike Morse Law boosts productivity 35% with Salesforce AI insights.

Mike Morse Law Firm is one of Michigan’s largest and most recognizable personal injury law firms, with more than $2 billion awarded to victims of auto, truck, and motorcycle accidents.

Reps gathered case data manually across 1,000 daily calls.

Mike Morse Law Firm is focused on providing personalized, high-quality representation to clients with manageable caseloads for more attentive service. To achieve this, they rely on gathering comprehensive case details during each client call — ensuring that nothing is overlooked as cases move forward. However, with over 1,000 calls per day, the manual intake process was slowing the team down, limiting opportunities to act quickly and impacting revenue. Case managers needed to capture detailed information — like the make and model of cars, accident locations, injuries, and even weather conditions — often leading to bottlenecks that delayed next steps.

Siloed data also slowed the case managers’ work. With call recordings stored in one system, call tracking in another, and contract signing in yet another, representatives lacked a unified view of each client’s case. They had to toggle between multiple platforms to gather all the necessary information, which created inefficiencies and delayed the intake process.

Reps and managers manually reviewed hundreds of hours of call recordings for training and coaching. 

Mike Morse Law Firm also uses call recordings to train new reps across a wide range of legal areas and monitor their performance. However, the team’s manager spent up to 40% of her time reviewing calls to ensure accuracy, reaffirm missed details, and provide further coaching, using a single spreadsheet that no one else could access to track notes. 

To speed up this process, the manager often increased the playback speed of the team’s Zoom recordings. This made it difficult to catch important details, ultimately making the process both time-consuming and less effective for coaching. The manager needed a better way to extract insights from these invaluable recordings.

Einstein for Sales accelerates time from intake to client signing by 20% with AI transcripts and insights. 

Mike Morse Law Firm turned to Salesforce consulting partner Mamoon to build an intake and settlement management platform on Salesforce to manage the client journey from first introduction to closed case. This creates a single source of truth that reps and case managers can use to improve how they connect with every client. 

Mamoon also implemented Einstein AI and integrated Sales Cloud with the company’s Zoom Contact Center for more efficient client intake and actionable, AI-powered call insights. Now, Einstein for Sales automates call logging and transcripts for Mike Morse Law Firm intake attorneys, eliminating manual note-taking and reducing intake to signing time by 20%. As intake attorneys ask detailed questions about an accident, they can focus on empathizing with potential clients from the first interaction instead of spending time manually taking notes. This increased focus on customer experience boosts client satisfaction and conversion rates. 

To reduce time spent reviewing call recordings, intake team members can now use Einstein Conversation Insights to generate call summaries, leave feedback, and provide coaching in one screen. This reduces manual admin tasks and spreadsheet tracking, saving managers 15% of review time weekly while boosting productivity 35%. 

Next: Agentforce will accelerate selling with insights and recommended actions.

By integrating Agentforce — Salesforce’s suite of autonomous AI agents, services, and tools — Mike Morse Law Firm will elevate its client engagement and operational efficiency. Agents will autonomously schedule meetings and craft personalized follow-up emails based on real-time customer insights.

Agentforce will soon handle routine inquiries like case status updates, allowing legal professionals to focus on high-value tasks. It will provide real-time updates to clients, assist in gathering necessary documentation by sending reminders for required forms, and seamlessly escalate complex inquiries to the appropriate legal professional when needed.

In addition, Agentforce will optimize the initial intake process by collecting preliminary information from new clients. This ensures that each case is triaged to the right team member, speeding up the onboarding process and allowing the legal team to jump straight into their work without delays. With Agentforce handling the initial data collection, they can focus on what matters most: providing expert legal support. 

“When I look at what Salesforce has built and the investment they have made in AI, it's hard to say no to a partnership like that.” said John Georgatos, Chief Information Officer. “Salesforce is a disruptor and an innovator, and that’s who I want to partner with.” 

Mike Morse Law Firm uses Salesforce as the central platform for intake and settlement management, serving as the single source of truth for all client data. This integration streamlines processes, enhances efficiency, and improves client engagement.

With Salesforce, legal professionals can access real-time case insights, allowing them to focus on high-value tasks rather than routine inquiries.

Agentforce, integrated into the platform, will automatically handle routine tasks and manage communications, enabling reps and case managers to provide personalized support to their clients at every step of their case.