Chandler Conway Law · 4 attorneys · Omaha
Now capturing the leads it pays thousands each month to generate.
Only 10–15% of Chandler Conway's incoming calls were the new-client leads its marketing spend was meant to produce — the rest was noise competing for the same front desk. Lighthouse now screens every after-hours call and escalates qualified leads straight to an attorney.
The Challenge
Before Lighthouse, Chandler Conway ran intake through a front-desk receptionist backed by an inconsistent remote answering service that costed thousands a month. One attorney alone fielded roughly 50 calls a week, and the firm was “paranoid about missing a call or letting the phone ring too long.” Over 20% of what came in was solicitation noise; of the rest, only 10–15% of all incoming calls were the desirable new-client cases the firm actually wanted. Everything else — existing clients, opposing counsel, adjusters, medical providers, lien holders, and family members of criminal clients — competed for the same few people’s attention, even as the firm spent thousands each month on marketing to generate exactly those leads.
The Solution
Chandler Conway brought Lighthouse onsite for a two-day launch, connecting the agent to their phone system and building an escalation workflow: if the receptionist doesn’t pick up within 2.5 rings, the agent answers, identifies itself as an intake agent, and escalates urgent matters directly to a paralegal or attorney. The firm keeps their trusted staff for daytime calls and uses Lighthouse to cover evenings and weekends.
What Changed Along the Way
The firm asked for background-noise denoising and tuned the script over several rounds: fewer repeated apologies, no repeated AI disclosures unless asked, and dog bites and premises liability recognized as personal-injury matters rather than general inquiries. What surprised them: the agent knew to ask for an inmate ID on jail calls, and one caller in her mid-50s said she’d rather speak with it than leave a voicemail.
Why It Matters
A missed or mishandled call didn’t just cost Chandler Conway a conversation — it risked wasting marketing dollars already spent to generate that lead. With hundreds of calls handled each month, 47% were resolved without any attorney time and 11% were routed live to the right person, Lighthouse is absorbing exactly the volume this firm was most afraid of losing.
“One caller in her mid-50s said she'd rather speak with it than leave a voicemail.”
“Your product is better than a lot of what's out there — intuitive platform, natural sounding agent.”