10,000 people called for legal help. The system tracking them was a spreadsheet.
Civil rights organizations handle inquiries from people in crisis. When intake runs on shared email inboxes and spreadsheets, cases get lost, follow-up does not happen, and the people who need help most are the ones who fall through the cracks.
Does this describe your legal or advocacy organization?
- Intake is handled through a shared email inbox with no case tracking
- Staff in different offices cannot see each other's cases or clients
- Response times vary from same-day to weeks, with no consistency
- Community events are coordinated through spreadsheets and email chains
- Your team cannot tell funders how many people you helped or what happened to them
- Duplicate intake happens when the same client contacts multiple offices
What Armely built for Lambda Legal
Lambda Legal manages more than 10,000 annual helpline inquiries across six regional offices. Before Dynamics 365, intake lived in shared email, cases were tracked in spreadsheets, and regional offices operated independently with no shared visibility.
Armely implemented Dynamics 365 Customer Service for unified intake and case management, integrated with Field Service to coordinate attorneys and advocates across more than 280 annual community events.
Response time dropped 65%. Outreach capacity increased 40%. Follow-up became trackable, consistent, and visible across the organization.
At a glance
| Before | After |
|---|---|
| More than 10,000 annual inquiries managed across spreadsheets and shared email inboxes | All inquiries create cases in Dynamics 365, with a 15-minute automated acknowledgment |
| 72-hour average response time to helpline inquiries | 25-hour average response time, a 65% reduction |
| 30% of inquiries fell through the cracks without follow-up | 95% follow-up rate with automated reminders and escalation workflows |
| Six regional offices operated in silos with no cross-office visibility | Complete visibility across all six offices, enabling national case coordination |
| More than 200 community events coordinated through spreadsheets and email | 280 events managed annually through Field Service scheduling optimization, a 40% increase |
| No demographic or impact data available for funder reporting | Real-time dashboards and automated funder reports from live system data |