About the Client:

Bentham Locke operates within the legal services industry, specifically focusing on employment law. They assist employees and contractors by providing expert legal advice, representation, and advocacy to ensure fairness in workplace-related matters.

One of the challenges they are currently facing stems from their approach to client intake and technology management. Although they have already developed their own intake questionnaire, it was built outside of their core system, Zoho, which may create integration issues and hinder streamlined operations.

Furthermore, the client prefers to maintain and update the application independently, with minimal reliance on developers. This desire for autonomy suggests a need for low-code platforms like Zoho Creator that are easy to manage without technical expertise

However, this approach can also lead to challenges related to scalability, system reliability, and proper maintenance if the necessary technical knowledge is lacking. The client goal was to build a legally compliant, user-friendly, and automated onboarding experience without sacrificing control or flexibility.

The Challenge

Before partnering with us, Bentham Locke already had a custom-built intake questionnaire outside of Zoho. However, it lacked the scalability and integration capabilities needed for a fully automated and self-managed legal intake process.

The existing process presented several issues:

• • Manual client intake was time-consuming and inefficient.

  • There was no automated way to identify conflicts of interest.

  • Document handling and communication with clients lacked integration.

  • Clients had limited visibility into the status of their legal matters.

These challenges hindered operational efficiency and risked creating inconsistent experiences for clients, particularly at the crucial onboarding stage where first impressions matter most.

That’s when Bentham Locke approached YAALI to build custom app for their needs using Zoho Creator in a cost-effective way.

The Solution:

To meet these challenges head-on, we developed a fully customized legal Client intake questionnaire using Zoho Creator, seamlessly integrated with Zoho Sign for engagement letter signatures, Zoho Desk for client communication management, and Zoho Workdrive for document storage and Stripe for Credit Card Hold.

The solution was built around a custom Zoho Creator application (Legal Intake App) that served as the central hub for all client interactions and case management activities.

Here’s how we transformed their operations:

1. Multi-Step Legal Intake Form Embedded In Client’s Site

The cornerstone of our solution was the development of a comprehensive intake questionnaire that could be easily embedded into the client’s website. This wasn't just a simple form; it was a sophisticated data collection questionnaire that gathered all essential information including personal identification details, complete address information, service type selection, and detailed responses to service-related questions specific to employment law cases.

The form was designed with a user-friendly interface that guided clients through each step of the intake process, using conditional logic to show relevant questions based on previous responses. This intelligent form design reduced completion time while ensuring that all necessary information was collected accurately and completely.

2. Automated Document Signing Process with Zoho Sign

One of the most innovative aspects of our solution was the integration of our custom Zoho app with Zoho Sign for automated document execution. Upon form submission, clients are automatically redirected to Zoho Sign where they can review and electronically sign the engagement letter. This process eliminated the need for manual document preparation and physical signature collection, reducing processing time from days to minutes.

The app also incorporated secure document upload functionality, allowing clients to submit relevant agreements, contracts, or other documents directly through the intake form. These documents are automatically stored in Zoho Workdrive with proper naming conventions and folder structures, ensuring easy retrieval and organization.

3. Integrated Legal Client Intake App with Stripe for Credit Card Hold

Understanding that financial transactions are a critical component of legal services, we developed a custom widget using Zoho Creator, which integrates with Stripe payment processing. This widget allows the app to create secure credit card holds during the intake process, ensuring that payment authorization is obtained upfront while maintaining PCI compliance standards.

The payment integration is designed to be flexible, allowing attorneys to adjust the final charge amount based on the complexity of the case and the services required. This approach provides financial security for the firm while maintaining transparency with clients about potential costs.

4. Case Intake with Intelligent Conflict Checks in the Legal Intake App

Incorporated Intelligent Conflict Checking functionality in Legal Intake App to Take up unique cases

Perhaps the most sophisticated aspect of our solution was the automated conflict checking mechanism. The app conducts real-time conflict analysis by cross-referencing new client information against existing client data, identifying potential conflicts of interest before they become problems.

Perhaps the most sophisticated aspect of our solution was the automated conflict checking mechanism. The app conducts real-time conflict analysis by cross-referencing new client information against existing client data, identifying potential conflicts of interest before they become problems.

The conflict checking process operates on multiple levels:

• • Automated Primary Check: Upon the form & document submission of the client, the app immediately scans for obvious conflicts, such as opposing parties in similar cases or existing client relationships.

  • Manual Review Trigger: When automated checks identify potential issues, the app flags the case for manual review by qualified staff.

  • Disengagement Protocol: If conflicts are confirmed, the app automatically generates and sends disengagement emails to clients, maintaining professional standards while protecting the firm from ethical violations.

5. Attorney Dashboard and Case Management

For the internal team, we created a comprehensive attorney dashboard within the custom Zoho Creator app (Legal Intake App) that provides a centralized view of all queued intake questionnaires. This dashboard allows attorneys to:

• • Review client submissions in order of priority

  • Access all relevant documents and client information in one location

  • Counter-sign engagement letters electronically

  • Set credit card capture amounts based on case complexity

  • Create and manage support tickets in Zoho Desk for ongoing client communication

6. Build Custom Client Portal in Zoho Creator To Track Cases in Real-Time

Recognizing that clients value transparency and regular updates, we developed a customer portal that allows clients to track their case status in real-time. Through this Zoho Creator custom portal, clients can:

• • View the current status of their intake questionnaire

  • Access copies of signed documents

  • Review email conversations synced from Zoho Desk

  • Receive automated updates about case progress

Synchronized Communication: The portal integrates with Zoho Desk to display all email conversations related to their case, ensuring that clients have access to complete communication histories and can easily reference previous interactions with their attorneys.

Results and Impact

• • Faster Onboarding: Clients were able to complete intake steps, including digital signatures and payment authorization, within minutes.

  • Operational Efficiency: The automation of conflict checks and engagement steps removed manual bottlenecks, allowing the team to focus on high-value legal work instead of administrative tasks.

  • Risk Reduction: Automated and manual conflict checks safeguarded the firm against potential legal conflicts, maintaining professional integrity.

  • Maintainability & Flexibility: The app was designed with user autonomy in mind. The client can now make updates to the intake process without developer reliance, ensuring long-term adaptability.

  • Compliance & Security: Using Zoho Sign and Stripe ensured that all legal and financial interactions were secure, traceable, and compliant with industry standards.

The Conclusion

With YAALI’s custom Zoho Creator solution, they’ve turned a cumbersome intake process into a client-centric, attorney-friendly experience. This comprehensive solution was not only efficient but also designed with scalability and user autonomy in mind.

From automated conflict checks to secure digital signatures and seamless collaboration between attorneys and clients, the solution empowered Bentham Locke to deliver high-quality legal services with speed, transparency, and professionalism.

By leveraging YAALI’s deep expertise in Zoho Creator and other Zoho Apps, Bentham Locke transformed its legal intake process into a modern, automated system that meets both client and attorney expectations.The firm is now better equipped to handle growing client demands without sacrificing efficiency or legal integrity.