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Case Study

Booking 100 Cases in 90 Days

This has taken off like a rocket and without Scale it would have completely swamped our resources.

GATES, GONTER, GUY

PROUDFOOT & MUENCH LLP

The Challenge

A law firm introduced mediation services as part of its practice. One of its senior attorneys quickly gained traction as a mediator, but the surge in demand created new problems internally. Within weeks, the firm had multiple full-time administrative staff managing scheduling, invoicing, and client communications for his mediation matters. While the practice was growing, the operational overhead was unsustainable — and clients often had to wait for confirmations or updates.

The Scale Mediation Solution

After onboarding with Scale Mediation, the entire intake and scheduling process was centralized on the platform. Clients could book directly into available time slots, invoices were automatically generated, and reminders were sent without staff intervention. What once required multiple admin assistants now required no full-time manual oversight at all.

The Results

Within his first 90 days on Scale Mediation, this mediator booked 100 mediations, without the need for an army of staff coordinating behind the scenes. Not only did this reduce internal costs, but it also freed up the firm’s administrative team to focus on higher-value work.

Client Efficiency Improved

The shift to Scale Mediation didn’t just streamline operations inside the firm — it transformed the experience for clients. Before onboarding, parties often faced delays caused by back-and-forth scheduling emails, missed calls, or waiting days for confirmation from busy staff. For clients already dealing with the stress of a dispute, this added unnecessary friction to the process.

With Scale Mediation, the path to resolution became simpler and faster:

  • Instant booking: Clients could view available times and lock in a mediation slot in minutes, without waiting for manual coordination.
  • Automated reminders: Both sides received timely email and calendar reminders, reducing no-shows and last-minute rescheduling.
  • Transparent payments: Invoices were generated automatically and payments processed securely, removing the uncertainty of billing.
  • Centralized case info: Key documents and case details lived in one place, ensuring clients didn’t have to chase down information from multiple contacts.

The result was a noticeably smoother journey. Instead of struggling through an administrative maze, clients experienced mediation as it should be — straightforward, efficient, and focused on resolution.

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