Personal Injury Process Review Case Study


When a prestigious personal injury firm in New York needed a consulting process review and workload balancing initiative, they turned to Integreon. We optimized their case selection, resource allocation and load balancing processes, resulting in reduced case costs, reduced turnaround times and a greater focus on high-value cases.


The client’s caseload, and firm size had grown more than 100% over the past two years, and attorney caseloads varied greatly in volume and complexity. Approximately 80% of the firm’s revenue came from the top 20% of cases, while the lowest 20% of cases accounted for 1% of their revenue. At the same time, the firm’s practice groups lacked a procedural understanding of which cases had priority.

Our first challenge was to understand current state process and performance. We identified opportunities for improvement, as well as key performance indicators. Then we reviewed workload balancing and staffing across personal injury practices before sharing our recommendations with the client.


We proposed a new process that set a minimum threshold and rejected cases with lowest settlement value, protecting the firm from unprofitable cases. Through this process, the firm would put its low-cost resources on cases of middle-tier value, while focusing skilled and experienced resources on cases with the highest potential value.

We also incorporated an equivalent-working-unit methodology to understand attorney caseloads and used key performance indicators to measure attorney performance against targets.


Our seven-week engagement was completed on-time and on-budget.

The new process resulted in an immediate reduction in case costs and improved workload balance across the firm’s attorneys. We also reduced operating costs on middle-tier cases and improved the firm’s focus on highvalue cases.

Overall, the client has seen a 5% reduction in case turnaround times and forecasts a 20% reduction in case costs.