Symptom: Potential clients complete a consultation, but the next retainer or decline step lives in notes or memory.
First fix to test: Use one consultation follow-up status with next date, owner, template, and close/no-close outcome.
Symptom: Client messages arrive through multiple channels and staff spend time deciding who should respond.
First fix to test: Define routing rules for one common message type with owner, response SLA, and escalation note.
Symptom: Partners cannot quickly see stuck intake, document, or follow-up items without asking staff.
First fix to test: Create one weekly exception view for aged follow-ups, missing documents, and ownerless items.