Stacks Law Case Study

Streamlining Legal Inquiries with Microsoft-Powered Automation

Stacks Law Case Study

Transforming Inquiry Management Through Microsoft Dynamics 365

Stacks Law, a leading Australian law firm, sought to streamline how client inquiries were received, triaged, and assigned across multiple offices. Their existing processes were manual and time-consuming, resulting in delays in client response and reduced visibility for management. To modernise these operations, Stacks Law partnered with ITKnocks to design a Microsoft-powered solution that simplifies inquiry management and enhances collaboration between Receptionists and Lawyers.

Engagement Summary

ITKnocks worked closely with Stacks Law to reimagine how inquiries are handled from submission to resolution. Leveraging Microsoft Dynamics 365, the team delivered a tailored solution combining Model-Driven Apps, Canvas Apps, and Adaptive Cards to create a user-centric, end-to-end workflow.

The system automates inquiry intake, streamlines internal communication, and integrates seamlessly with Practice Evolve — ensuring that all client and matter data remain synchronized and transparent across platforms.

Delivered Projects:

Dynamics 365 CE Implementation

Canvas App Design and Delivery

Adaptive Card Development (Outlook & Teams Integration)

Practice Evolve Integration via API

End-to-End Workflow Automation

Delivered Projects

Phased Delivery & Impact

ITKnocks delivered a comprehensive Microsoft Dynamics 365 solution for Stacks Law, focusing on usability, automation, and seamless integration. The project included the implementation of Dynamics 365 Customer Engagement to establish the core inquiry management framework, automating workflows and ensuring centralised visibility of client interactions. A custom Canvas App was developed to provide a simplified, user-friendly interface for staff, allowing quick access to inquiries without navigating the full CRM. Adaptive Cards were integrated into Outlook and Microsoft Teams, enabling Receptionists and Lawyers to manage triage and assignments directly from their inbox. Through API integration, Dynamics 365 was connected with Practice Evolve, ensuring real-time synchronisation of client and matter data. The end-to-end workflow automation unified the entire inquiry process from intake to resolution, enhancing collaboration, improving response times, and increasing transparency across the firm.

The Challenge

Stacks Law’s legacy inquiry management process relied heavily on manual data entry, email exchanges, and spreadsheet tracking, creating inefficiencies and communication gaps across offices. Each inquiry had to be logged, reviewed, and assigned manually, which often led to delayed responses, duplicate efforts, and missed follow-ups. As inquiries grew in volume, it became increasingly difficult for Receptionists to maintain visibility over pending requests and for Lawyers to manage their assigned matters effectively.

The firm also faced challenges with limited system integration. Key client and matter information was stored separately across Dynamics 365 and Practice Evolve, requiring users to constantly switch between platforms. This not only slowed down daily operations but also increased the risk of inconsistent or outdated data.

Moreover, navigating the full Dynamics 365 interface proved challenging for users who only needed to perform a few simple actions. Many non-technical staff found the system complex and time-consuming, resulting in low adoption rates and incomplete data capture. Management, in turn, lacked real-time insights into inquiry volumes, staff workload, and client response times.

Stacks Law needed a solution that could bring everything together, simplifying user experience, automating routine processes, and integrating seamlessly with existing systems. The new approach had to be:

Intuitive for non-technical staff, reducing training needs and improving adoption.
Integrated with existing systems like Dynamics 365 and Practice Evolve to ensure data consistency.
Capable of automating communication and tracking, minimising manual effort while improving accuracy and visibility across the inquiry lifecycle.

Our Solution

ITKnocks designed a comprehensive Inquiry Management System leveraging the Microsoft Power Platform and Dynamics 365.

Adaptive Cards for Simplified Interaction

To reduce user friction, Adaptive Cards were integrated directly into Outlook and Microsoft Teams, allowing users to take action without opening the CRM.

Receptionists receive triage cards to Assign, Refer, or Decline inquiries.

Lawyers receive actionable cards to Accept or Reject assigned inquiries.

The system automatically updates inquiry statuses and triggers notifications within Dynamics 365.

Model-Driven App (Core CRM Logic)

The Model-Driven App serves as the system’s backbone, automating workflows, managing inquiry lifecycles, and synchronising data with Practice Evolve.

Canvas App (Simplified Internal Interface)

To support staff who prefer a lighter interface, a Canvas App was developed for quick access to inquiry listings, case details, and progress updates, offering a focused and guided experience without exposing the full CRM complexity.

End-to-End Process Flow

The client submits an inquiry via a web form.
The system sends an Adaptive Card to the Receptionist for triage.
The receptionist assigns the inquiry to a Lawyer directly through the card.
Lawyer accepts or rejects with one click.
CRM automatically tracks actions, updates statuses, and syncs with Practice Evolve.

Business Outcomes

Technical Outcomes

Recent Customer Engagements

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