Ben Glass Law

About BenGlassLaw

BenGlassLaw is a personal injury firm based in Fairfax, Virginia, led by Trial Lawyer and Co-Owner Brian Glass. The firm has been around since 1995, when Brian's father, Ben, started it as a solo practice handling medical malpractice and serious injury claims.

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Today, BenGlassLaw has a team of 25 and still very much a family operation. Brian's mother has been the bookkeeper since the firm began, and his wife left an HR role at a software company to become its HR director. A photo of three generations of the family hangs by the firm’s front door.

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That family-first instinct shapes how the firm treats its clients and makes the phone system central to the practice. BenGlassLaw fields up to 20 new intake calls a day, often through a single intake person, which puts a lot of weight on getting every one of those calls right.

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Problem

Before VXT, the BenGlassLaw team used a traditional desk phone setup. As call volume grew, that phone system could no longer keep up. The pressure on the intake team was a real issue.

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Key challenges included:
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• A slow, duplicated workflow: Notes were written out by hand during the call, then re-typed into Filevine or Lead Docket afterwards. Handling the same information twice was inefficient on its own, and buckled as call volume climbed.
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• ‍Too many tasks to manage on a single call: With up to 20 intake calls a day handled by one person, capturing accurate information, following conversion scripts, and showing genuine empathy all at once was demanding. Across a full day of calls it left a heavy mental load.

• Note-taking led to context switching: Every incoming call meant stopping whatever the team was doing, switching to note-taking mode, then back again. Each interruption broke concentration and took time to recover from, so productivity suffered with every call that came in.

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Solution

When Brian described these problems to a colleague, the answer was immediate — go talk to VXT.

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"It was the easiest sale [the VXT] team probably ever made," Brian says.

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"I said, 'Here's the problem I have,' and they said, 'Yeah, we solved that problem.'"

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VXT integrated with Filevine and Lead Docket, the system the firm already ran on, and fit the way a high-volume intake team actually works.

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With VXT, the team has seen:
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• Call summaries and transcripts save straight into Filevine or Lead Docket: Every call is automatically summarized and the transcript uploaded to the correct project in Filevine, with no handwritten notes and nothing re-typed afterwards.
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• A team freed to actually listen: With information capture automated, staff can give the call their full attention, listening, asking the next question, and showing the empathy that turns a potential client into an actual one.
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• No more context switching: Because the call notes are captured automatically, the team can take a call and go straight back to what they were working on instead of breaking off to write notes.
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By automating call notes and transcribing every conversation directly into Filevine, VXT has become part of how BenGlassLaw manages intake and keeps its family-first promise to clients.

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Senior Personal Injury Paralegal and Team Lead, Tammy Hineline didn't expect to be won over.

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"I was very skeptical," she says.

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She'd always written her own notes, and felt that writing them helped solidify each call in her memory. The plan was a 30-day trial of VXT.

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"But four days in, we already knew VXT was a good fit."

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Now the system does the remembering for her.

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"As soon as I look at a project, I know exactly what I've talked to the client about. I know exactly who they are," Tammy says.

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"It's just really been easy for me to keep track of all these people that I really care about."

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"My goal is always to make my client feel like they're my favorite client," she adds.

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"So when I can see they're calling, I just pick up the phone and say, 'Hey, it's you.'"