The firm had grown faster than its back office. Requests for new work came in through several channels, and each one passed through several pairs of hands before anyone started on it.
The challenge
Every new request was read by a person, copied into the practice system, matched to an existing client or set up as a new one, and then chased until the right documents arrived. Partners asked for a weekly view of what had come in and what was stuck, and someone built it by hand each Friday.
None of these steps was difficult. Together they took a large share of the team's week, and the quality depended on who happened to be handling the inbox.
What we built
A multi-agent system where each agent has one narrow, testable job:
- Intake. One agent reads every incoming email and form, works out what kind of request it is and extracts the details.
- Matching. Another checks the details against existing client records and flags possible duplicates.
- Drafting. Agents draft acknowledgements, document requests and follow-ups from approved templates, in the firm's own wording.
- Scheduling. One agent proposes and books introductory calls into the right person's calendar.
- Chasing. Agents track outstanding documents and send polite reminders on an agreed schedule.
- Reporting. One agent prepares the weekly summary for the partners.
An orchestrator passes work between the agents and keeps a full record of every step. Anything that commits the firm to something, such as a fee, a deadline or advice, waits in a review queue for a person to approve.
How we delivered
The work started with an X-Ray of the existing process and a written Blueprint that set out each agent's job, the sources it could use and what it could never do alone. We built and released the system in stages: intake and matching first, running alongside the team, then drafting and scheduling, then chasing and reporting. Each stage was tested against real past requests before it went live, with a working demonstration every Friday.
What changed
Requests now arrive in one queue, already classified and matched to a client. The team reviews and approves drafted messages instead of writing them from scratch, and the weekly summary is prepared without anyone building it by hand. Every agent action is logged, so the firm can see exactly what was done, by which agent and why.
