Miller & Miller — 90-Day Alignment Plan

Days 1 – 30

May 22 – June 20, 2026

Foundation & Data Integrity

Days 31 – 60

June 21 – July 20, 2026

Workflow Enforcement

Days 61 – 90

July 21 – Aug 19, 2026

Scale & Self-Service

Wendy Stanley

Executive Leadership

Command & Clarity

Deep-dive conversations with every leader — especially Janet
Build throughput baseline: cycle times, workload, capacity
Review core financial & operational reporting
Implement communication rhythms across firm
Execute early wins that build trust immediately
Establish operational alignment with Catie + Christina

Throughput Stabilization

Deliver operational blueprint with measurable outcomes
Documented workflows with clear ownership at every step
Weekly dashboards: throughput, productivity, capacity
KPIs tied directly to roles, outcomes, and firm priorities
Leadership accountability rhythms with expectations
Bi-weekly sync with Operations (Catie) formalized

Structural Reset

Balanced caseloads aligned with true staffing capacity
Shortened cycle times & reduced operational drag
Predictive operational & financial indicators live
Succession identification across departments
Quarterly system review cadence with Jamie
90-day performance report delivered to CEO

Christina P

Sales & Onboarding

Assess & Stabilize

1:1s with all 7 team members (first 15 days)
Review 2-3 weeks of recorded calls
Audit CRM: statuses, dispositions, follow-up tasks
Map lead flow: first contact → retained client
Baseline: Set Rate, Show Rate (~75%), Close Rate (~51%)
Implement 2-attempt follow-up rule + appointment priming
Establish weekly team huddle cadence

Optimize & Standardize

Deploy documented intake call flow + CRM integration
Weekly scorecard reviews: Set/Show/Close by rep
Bi-weekly call coaching sessions
Standardize onboarding agenda + same-day fee signing
No-show recovery sequence + lead aging alerts
Show Rate → 85%+ | Leakage down 20%
Onboarding-to-Ops handoff checklist with Catie

Scale & Lead

Shift team to ownership-based performance
Launch referral program (3+ formal relationships)
Google review request system live at milestones
Cross-sell PI/WC/SSD/SOJ in every intake
Close Rate → 60-65%
Full sales + onboarding playbook delivered
New hire training doc for team scale

Catie Wunsch

Director of Operations

Assess & Stabilize

Learn workflows, systems, team structure
Shadow departments — identify friction
Audit Clio case tracking & consistency
Map bottlenecks & workflow gaps
Establish departmental lead structure
Quick-win operational improvements

Simplify & Structure

Reduce fragmented tracking methods
Elevate strategic operational leadership
Begin SOP development & training
Transition leadership from admin-heavy
Formalize departmental lead roles
Improve onboarding consistency

Implement & Refine

Establish accountability standards
Improve Clio reporting visibility
Strengthen operational training
Launch leadership support structures
Cross-department workflow alignment
Ownership pathways across teams

IRT / Cogent

Technology & Automation

Cogent CRM

Audit pipelines, statuses, disposition codes
Build follow-up cadence as enforced workflows
Configure lead aging alerts (48hr)
Deploy no-show recovery sequence
Build appointment priming (text + email)
Validate lead source tagging

GetDocs.ai

Audit current doc collection workflow
Map intake-to-docs handoff gaps
Build top 3 document templates
Pilot deploy for new retained clients

Automation

Audit AI Voice call routing & transcripts
Build automated weekly scorecard email
Configure Clio-to-CRM sync points
Deploy priming + recovery workflows

NB OS Dashboard

Build Christina's intake dashboard (Set/Show/Close)
Build Catie's ops baseline view
Build Wendy's executive throughput view
Validate single source of truth

Cogent CRM

Build referral source tracking system
Deploy Google review automation
Cross-sell opportunity pipeline
Rep-level funnel reporting

GetDocs.ai

Expand from pilot to full deployment
Measure time-to-complete baseline vs. GetDocs
Automated nudge sequences (Day 3/7/14)
Connect to handoff checklist

Automation

Onboarding-to-ops handoff automation
14-day post-onboard client check-in
Escalation tracking (replace spreadsheet)
Departmental lead weekly summaries

NB OS Dashboard

Add referral + review volume metrics
Case progression & handoff quality
Predictive operational indicators
Team-level views for dept leads

Cogent CRM

New hire onboarding workflow
Optimized lead routing by data
Pipeline revenue forecasting

GetDocs.ai

Impact report: before vs. after metrics
Expand to existing client re-collection
Self-service client document portal

Automation

Full Clio reporting automation
Payment plan monitoring & alerts
Client responsiveness tracking (14-day)
Tech stack documentation for scale

NB OS Dashboard

Executive dashboard for Jamie
Pipeline forecasting + revenue projections
Self-service reporting for Wendy, Christina & Catie
Quarterly review template

IRT Deliverables by Phase

Day 30 Checkpoint

Clean CRM with enforced follow-up workflows live
GetDocs pilot running for new clients
Automated weekly scorecard delivering to Christina, Wendy + Jamie
NB OS dashboards live for both intake and operations
AI Voice routing validated and transcripts syncing
Clio-to-CRM sync points configured

Day 60 Checkpoint

Referral tracking + Google review automation live
GetDocs fully deployed with automated nudges
Onboarding-to-ops handoff fully automated
Escalation tracking in system (not spreadsheet)
NB OS expanded with team-level views
Predictive operational indicators live

Day 90 Checkpoint

Executive dashboard live for Jamie (both tracks)
GetDocs impact report with measured time savings
Pipeline forecasting and revenue projections live
Self-service reporting enabled
Full automation documentation delivered
Stack ready for 180-day scale phase

Alignment Matrix — Their Goals, Our Delivery

Day	Owner	Their Deliverable	IRT Support	Pillar
30	Wendy	Throughput baseline: cycle times, workload, capacity gaps	Executive throughput dashboard with financial + operational indicators	NB OS
30	Christina	Baseline metrics: Set Rate, Show Rate, Close Rate + top 3 gaps	Intake dashboard + automated scorecard email every Monday	NB OSCRM
30	Catie	Workflow audit + Clio visibility assessment	Ops baseline dashboard, Clio sync, data validation	NB OS
60	Wendy	Operational blueprint with documented workflows + KPIs	Weekly dashboards for throughput, productivity, and capacity	NB OS
60	Christina	Documented intake call flow + CRM integration	CRM workflows enforce the cadence — reps cannot bypass	CRM
60	Christina	No-show recovery + lead aging alerts — Show Rate → 85%+	Automated sequences live in CRM, not manual tasks	Auto
60	Catie	Onboarding-to-ops handoff checklist	Automated handoff: GetDocs completion triggers case creation in Clio	GetDocsAuto
60	Catie	Departmental lead structure + accountability	Team-level dashboards and automated weekly reporting per lead	NB OS
90	Wendy	90-day performance report to CEO + quarterly review cadence	Executive dashboard combining intake + ops + financial metrics	NB OS
90	Christina	Referral program + Google reviews + Close Rate → 60-65%	CRM referral tracking + automated review requests at milestones	CRMAuto
90	Christina	Full sales + onboarding playbook	Data to prove what works: conversion by rep, source, process	NB OS
90	Catie	Clio reporting + accountability standards	Automated Clio dashboards, predictive indicators, self-service	NB OSAuto
180	Catie	Tech readiness for scale	Stack documented, stable, API connections ready to extend	All