Mass Tort Intake Outsourcing System (Case Study)

Problem

Mass tort intake outsourcing requires criteria-strict qualification under high lead volume. Loose intake floods law firms with non-qualifying claimants and burns marketing spend.

Operational Context

A mass tort marketing firm running multiple active dockets simultaneously. Each docket carried different inclusion and exclusion criteria, and intake staff could not hold all rules consistently.

System Deployed

Multi-docket intake floor: 12 intake specialists trained per active tort, 2 QA reviewers, 1 docket-routing supervisor. Scope: inbound intake, criteria screening, document collection, and qualified-claimant handoff to law firm partners.

Systems & Infrastructure

Docket-specific intake scripts and decision trees in the CRM, document upload portal per claimant, recorded intake with criteria-based QA scoring, and per-docket conversion dashboards.

Execution Flow

1. 1

   Inbound contact routed by docket source.

2. 2

   Tort-specific eligibility screening using gated decision trees.

3. 3

   Medical and product-use document collection through a tracked portal.

4. 4

   Qualified claimant package compiled and delivered to the partner law firm.

5. 5

   Weekly per-docket reporting on intake volume, qualification rate, and rejections.

Result

Partner law firms received only criteria-clean claimants. Internal QA caught misqualification before files were delivered, protecting partnership credibility and downstream marketing spend.

Who This Applies To

• Mass tort marketing firms running multiple dockets.
• Operations with high reject rates from law firm partners.
• Teams with inconsistent application of inclusion criteria.
• Companies scaling into new tort campaigns.