Transforming Email Chaos to a Unified Client Portal
Streamlining Zhang-Louie PLLC with Airtable & Softr
“Responsive, transparent, and transformative.”
“Now that we have a client portal in place that Swans helped us put together, we can immediately jump on when there are messages coming in. It helps me alleviate some of my pressure.“
Zoe Zhang-Louie
Founder at Zhang-Louie PLLC
Firm Profile
Zhang-Louie PLLC is a specialized immigration law firm based in the United States, focusing on self-petition cases under business immigration. The firm handles a unique niche where clients can qualify for visas without employer sponsorship if they meet specific regulatory requirements. The practice has grown steadily over nine years, currently managing 20-30 active cases with typical durations of 3-6 months.
Prior to working with Swans, the firm was already using Airtable but was not satisfied with its configuration, and was struggling with fragmented communication channels across Microsoft Outlook and WhatsApp. The firm was also using SharePoint for document sharing, Pigeon Documents for document collection, and Docketwise for intake forms and billing.
The Challenge: Managing Growth While Maintaining Service Excellence
As the firm expanded, its success created mounting operational challenges. The increasing volume of cases and communication channels began to strain their existing systems and processes. “It didn’t negatively impact the business per se, but it impacted my mental state, since I was always thinking about all the clients who needed follow-ups on their cases.” explains Zoe.
- Communication was scattered across multiple channels, including email and WhatsApp
- Staff spent excessive time manually forwarding & processing emails
- The existing system couldn't effectively scale with their growth plans
The situation was particularly challenging because:
The timing for a new solution was critical as the firm prepared to bring on an associate attorney. “I needed a solid foundation to support hiring and effectively manage the production side of the cases,” Zoe explains. “Without this system in place, hiring an associate would have led to chaos with the increased workload.”
Zoe Zhang-Louie
Law Firm
Zhang-Louie PLLC
Based in
Massachusetts
Practice Area
Immigration
Firm Size
1-10
The Solution: A Unified Client Portal and Case Management System
Swans fully redefined their Airtable system by connecting all aspects of the firm’s client communications and case management. At its core, the implemented solution is a two-part solution that transformed Zhang-Louie PLLC’s operations through an integrated Airtable and Softr system. The following picture illustrates the landing page for the clients in the Softr Portal:
Prior to working with Swans, the firm was already using Airtable but was not satisfied with its configuration, and was struggling with fragmented communication channels across Microsoft Outlook and WhatsApp. The firm was also using SharePoint for document sharing, Pigeon Documents for document collection, and Docketwise for intake forms and billing.
Enhanced Client Communications Through Softr Portal
The client-facing portal serves as a centralized hub for all client interactions and case visibility.
- Clients gain a unified dashboard to track their case progress, access messages, and complete required tasks
- All client interactions are automatically organized into a ticket-based system, ensuring comprehensive tracking
- Email communications are automatically routed into the system and assigned to appropriate team members, with responses threading back into the original conversation
- WhatsApp integration enables structured automated notifications about new tasks and messages, with secure portal links that maintain data privacy while keeping clients informed
- Clients have a clear, consolidated view of their case status, outstanding tasks, and all communications in one place (See picture below)
Through this system:
Streamlined Project Management via Airtable
Behind the scenes, the Airtable system powers sophisticated project management capabilities that enable the firm to:
- Visualize case progress through a comprehensive timeline spanning four main phases: Document Collection, Intake Forms, Billing, and Drafting
- Automate task creation and assignment based on case type, with built-in tracking of dependencies and deadlines
- Dynamically adjust dependent tasks and deadlines when delays occur, maintaining accurate project timelines
- Provide staff with a powerful Gantt-style interface for easy modification of task dates and visualization of timeline impacts (See picture bellow)
- Enable seamless workflow management and oversight across team members
The implementation of the new system has delivered significant improvements across multiple areas of the practice:
Results: Better Client Service and Scalable Operations
Enhanced Client Service
The client portal has transformed how the firm communicates with clients about their cases. “The Gantt chart helps us show clients exactly where their case stands and why certain delays might occur. It’s much easier to explain the immigration process when they can see all the steps visually laid out,” Zoe explains. This transparency has improved client understanding and satisfaction, particularly for their global clientele who can now access case information regardless of time zones.
Operational Efficiency
The new platform has streamlined communications and workflow management, creating what Zoe describes as a transformative effect on operations. “Now I can see what the associate sees and what the paralegal sees, and how work flows seamlessly between them.” she explains.
Better Workload Management
The system has significantly improved task delegation and oversight. “I can immediately see which tasks are being overlooked and address them directly. For example, I can say, ‘Hey, paralegal, can you take care of this since it hasn’t been attended to?’ Previously, if an email was forwarded, I had no way of knowing whether it was actually received.” notes Zoe.
Future Outlook
The transformation has established a robust foundation for Zhang-Louie PLLC’s continued growth, enabling them to maintain their high standards of client service while scaling their operations efficiently. As they continue to expand their team and services, the new system provides the infrastructure needed to support their evolution while maintaining the personal touch that sets them apart in the immigration law field.
“What impressed me the most was the honesty and transparency—not just about the pricing, but also about what the scope would exactly cover. […] Throughout the whole process, nothing was unexpected.”
Zoe Zhang-Louie
Founder at Zhang-Louie PLLC