The Hona Blog
Explore the Latest Trends, Tips, and Strategies in Legal Tech and Client Communication
PI case managers lose hours chasing clients through treatment, and the gaps show up later in case value. See how Hona's AI Care Coordinator keeps clients in care.
Ask a personal injury case manager where their day goes and you will hear the same answer. Chasing clients through treatment. Confirming appointments. Following up on the ones who went quiet. It is some of the most important work in the case, and it is also some of the most repetitive.
That repetition carries a cost that does not show up until much later. When a client misses appointments or drifts out of treatment, the gap lands in the demand months down the road, when it is too late to fix. Gaps in care become gaps in case value. Most firms already know this. The hard part is staying on top of it across a full caseload without burning out the people doing the follow-up.
Rooney Agramonte, a case manager at Voto & Cavalli, described the before state plainly:
"Following up with clients was one of the most time-consuming things we did. The AI Care Coordinator is easing the pain. I think it's something we want to keep."
The treatment phase is long, and it moves at the client's pace, not the firm's. A single client might see a chiropractor, a pain management specialist, and an orthopedist over several months. Every visit matters to the case. Every missed visit is a small hole in the eventual demand.
The work is hard to keep up with for a few reasons:
Hona's AI Care Coordinator handles the medical touchpoints a case manager would otherwise chase by hand. It works through text, the way clients already prefer to communicate, and it runs in the background across every active case.
The piece that sets it apart is that it is interactive. One-way reminder automations fall over the moment a client replies with a real question or a change in their situation, and a client who is actively treating will do exactly that. The AI Care Coordinator responds, follows up after appointments, and notices when a new provider enters the picture.
Higher appointment attendance and fewer treatment gaps mean a cleaner, more complete picture by the time the case reaches demand. The details that drive value get captured while the case is active, instead of being reconstructed after the fact. Your firm shifts from reactive, finding out about a problem after it happened, to proactive, catching it while there is still time to act.
The human side does not get lost either. The coordinator takes the repetitive work off your case managers so they can spend their attention on the clients who need a real conversation, not another reminder text.
The treatment phase is where personal injury cases quietly gain or lose value. Giving it consistent attention used to mean hiring more people or accepting that some follow-up would slip. That tradeoff is no longer the only option.
Want to see what the treatment phase looks like when the follow-up runs itself? Book a demo.
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Clients call for status updates because they are anxious, not because anything changed. See how Hona's client portal cuts those calls with updates clients use.
Every firm knows the call. A client checks in, not because anything changed, but because they have not heard anything and they are anxious. One call is nothing. Multiply it across a full caseload, every week, and your team loses hours to updates that could have answered themselves.
It helps to name what is actually happening on those calls. The client is not difficult. They are uncertain. They do not know what stage their case is in, what happens next, or whether anyone is still working on it. When the only way to get reassurance is to call the office, they call the office.
Repetitive status calls do more damage than the minutes they take:
This is the idea behind Hona's client portal. Clients track their case the way they track a package, with plain-language updates at each phase, so they always know what is happening and what comes next. The status calls drop because the answer is already in their hand, available any time of day without anyone at the firm lifting a finger.
Mark Nicholson of the Law Office of Mark Nicholson saw the change once his clients could follow along on their own:
"It has drastically reduced people calling, trying to find out what's going on in their case."
This is not a small effect. Across the firms using Hona:
The time your team gets back goes straight into the work that needs a human: the complex questions, the hard conversations, and the cases themselves.
Clients call because they are unsure. Remove the uncertainty and the calls take care of themselves. When clients can see their case clearly and get updates as it moves, they stop needing to ask.
Give your clients the updates and give your team their day back. Book a demo.
A big share of new client calls come in after hours and go unanswered. See how Hona's AI Receptionist answers, qualifies, and routes every call 24/7.
Here is an uncomfortable truth for most firms. A large share of new client calls come in when no one is at the desk to answer them. After hours. Over lunch. During the afternoon rush when every line is busy. Those callers rarely leave a voicemail and wait. They call the next firm on the list, and you never even know the lead existed.
For a personal injury or disability practice, where a single signed case can be worth a great deal, a missed call is not a small thing. It is lost revenue that never shows up in a report, because you cannot measure the clients you never spoke to.
Most firms have tried to plug the gap with a traditional answering service. The results tend to disappoint:
Callers can tell the difference too. A clumsy answering experience is sometimes worse than voicemail.
Hona's AI Receptionist answers every call, 24/7, and handles the parts of the conversation that used to require a person at the front desk.
It earns its keep on the calls that would otherwise go unanswered: after hours, during the lunch rush, or when your lines are already full. It picks up the routine questions that pull staff off higher-value work, and it makes sure a real opportunity always reaches a human.
WIN Disability put Hona's AI Receptionist in front of their inbound calls. Here is what their Chief Operations Officer, Sam Dygert, told us:
"She [Hona's AI receptionist] saved us 111 hours in 30 days. We really are saving a whole body."
"We have effectively absorbed an entire position within our Intake Department."
That is the real return. Not just fewer missed calls, but hours of staff time handed back and a full intake role's worth of capacity absorbed by a tool that never clocks out.
Hona's AI Receptionist is priced per call, not per minute. A long, complicated call costs the same as a short one, so your bill stays predictable even in a busy month. You are not penalized for the exact thing you want more of: callers who want to become clients.
You cannot sign a client you never spoke to. The leads slipping through after hours are often the easiest revenue a firm can recover, because the intent is already there. They are just calling when no one is picking up.
See what your firm stops missing. Claim your trial.
PI case managers lose hours chasing clients through treatment, and the gaps show up later in case value. See how Hona's AI Care Coordinator keeps clients in care.
Ask a personal injury case manager where their day goes and you will hear the same answer. Chasing clients through treatment. Confirming appointments. Following up on the ones who went quiet. It is some of the most important work in the case, and it is also some of the most repetitive.
That repetition carries a cost that does not show up until much later. When a client misses appointments or drifts out of treatment, the gap lands in the demand months down the road, when it is too late to fix. Gaps in care become gaps in case value. Most firms already know this. The hard part is staying on top of it across a full caseload without burning out the people doing the follow-up.
Rooney Agramonte, a case manager at Voto & Cavalli, described the before state plainly:
"Following up with clients was one of the most time-consuming things we did. The AI Care Coordinator is easing the pain. I think it's something we want to keep."
The treatment phase is long, and it moves at the client's pace, not the firm's. A single client might see a chiropractor, a pain management specialist, and an orthopedist over several months. Every visit matters to the case. Every missed visit is a small hole in the eventual demand.
The work is hard to keep up with for a few reasons:
Hona's AI Care Coordinator handles the medical touchpoints a case manager would otherwise chase by hand. It works through text, the way clients already prefer to communicate, and it runs in the background across every active case.
The piece that sets it apart is that it is interactive. One-way reminder automations fall over the moment a client replies with a real question or a change in their situation, and a client who is actively treating will do exactly that. The AI Care Coordinator responds, follows up after appointments, and notices when a new provider enters the picture.
Higher appointment attendance and fewer treatment gaps mean a cleaner, more complete picture by the time the case reaches demand. The details that drive value get captured while the case is active, instead of being reconstructed after the fact. Your firm shifts from reactive, finding out about a problem after it happened, to proactive, catching it while there is still time to act.
The human side does not get lost either. The coordinator takes the repetitive work off your case managers so they can spend their attention on the clients who need a real conversation, not another reminder text.
The treatment phase is where personal injury cases quietly gain or lose value. Giving it consistent attention used to mean hiring more people or accepting that some follow-up would slip. That tradeoff is no longer the only option.
Want to see what the treatment phase looks like when the follow-up runs itself? Book a demo.
Google now shows the new AI-powered “Ask” button in Maps and on Business Profiles. Don't let it give the wrong answers about your law firm.
While Google still shows the Q&A functionality on the backend in your Google Business Profile, it no longer appears for people looking your profile or searching for businesses like yours. Google now shows the new “Ask” button in Maps and on Business Profiles.
According to Google’s product team, “Customers can ask their question directly in Google Maps and get an updated, instant answer based on your answers and relevant reviews.” This Gemini-powered feature has been prioritized in December 2025 and it became more prominent during the summer of 2025.
Google pulls information from:
You can still answer questions about your law firm in your Business Profile. Just know this section is no longer visible to searchers.
According to Google: “Business Profile users can continue to answer existing questions about their business in the Q&A section in their Google Business Profile. Your published questions and answers will continue to power Google’s understanding of the real world and may be shown in Maps.”
Check and update these areas in your Business Profile and on your website to give Google’s AI all of the right information.
Make sure this information in your profile is up-to-date:
Inaccurate information in your profile will mean that Gemini and “Ask Maps” can’t answer correctly.
All of the information on your Business Profile must be the same on your website. Don’t provide Google with conflicting information. In particular, make sure the business name listed on Google is the same one found on your website.
Review your website’s accuracy and clearly label and update pages like:
Remember: AI is only providing the most likely answer to a question, not fact-checking, so you need to give it all the context. Your website is the best place to provide in-depth context about your law firm.
If you maintain a profile on any other review sites, like Yelp, or any directories of law firms, double check that all of your business information is accurate and updated.
Make sure that practice areas, business hours, contact information, staff information, etc. show up the same in every place someone might be searching.
Requesting more reviews! Google pulls information directly from reviews to populate answers in Maps. Legal marketing experts in particular note that Google seems to prioritize the user-generated answers that reviews already provide.
Here’s an example of the impact your reviews have on the answers given by Google’s AI via “Ask Maps.”
Rebecca was in a car accident. A few years ago she had to hire a personal injury lawyer for a slip-and-fall incident. But she remembers that the lawyer she hired then rarely contacted her. She felt isolated and confused, even though the case turned out in her favor. The communication was so bad she never referred that lawyer to anyone and mentioned it in her review.
In searching Google for other personal injury attorneys in her area, Rebecca comes across your firm. She wants to know upfront if your firm has a history of poor communication with clients. She uses the AI-powered “Ask” button to ask about your communication style.
If your firm has hundreds of positive reviews and many former clients mention how great your firm is at staying connected, Google is going to use that information to provide Rebecca’s answer.
So if you don’t have a solid process for requesting reviews, now’s the time to start.
Within its client portal and communication tools, Hona provides automated review requests. Set up these requests to send automatically via text message and the client portal at specific points in your case workflow.
Is Hona really that effective for client communication and managing case updates? Ask the law firms using it every day. All of these stats come self-reported.
Is Hona really that effective for client communication and managing case updates? Don't ask me. Ask the law firms using it every day.
All of these stats come self-reported, straight from attorneys and their teams that use Hona on an everyday basis. Their practice areas include personal injury law, disability law, and family law.
With Hona, law firms eliminate manual communication tasks, provide consistent case updates, and educate clients about the legal process. All in a portal that clients access anytime.
With 1,000+ active cases, Impact Disability Law saw repetitive client communication slowing down other tasks. But Impact no longer spends 1 hour on pre-hearing calls. Here's how.
With nearly 1,000 active cases and growing, Impact Disability Law's attorney and staff saw client communication starting to slow things down. Repetitive tasks like updates, pre-hearing calls, and document follow-ups ate into time that should’ve gone toward case prep.
The Impact team needed a way to get all updates and calls done without sacrificing the client experience or the process of building strong cases.
The Impact team integrated their CMS with Hona, letting Hona take over:
They now keep clients informed and prepared every step of the way — without spending hours on repetitive client communication.
While before communication happened manually and without a system, implementing Hona gave the Impact team peace of mind that every client got the right updates at the right time.
“[Hona] really helps us direct communication. It’s just automatically going and that’s less manual work, less things to worry about.”
– Julie Farrar, Director of Operations at Impact Disability Law
Instead of doubling staff to fill in the gaps, the Smallow team scaled more efficiently with Hona in their tech stack. By eliminating the most time consuming day-to-day communication issues, relationship managers have been able to handle 3 times more cases than before.
With Hona in place, Impact Disability Law has seen:
By relying on Hona to automatically send the reminders and updates that keep clients in the loop, Impact Disability Law provides a better client experience and takes on more cases.
75% shorter pre-hearing calls (15 minutes vs. 60 minutes) because videos and updates in the Hona portal answer client questions ahead of time
1,500 hours saved by the team as a whole
68% increase in case volume in less than 1 year of using Hona