How Heritage Law Partners Delivers Exceptional Client Service with Copilot

The challenge of traditional legal practice management software

Heritage Law Partners is a close‑knit team of attorneys in the St. Louis, Missouri area led by managing attorney Eliana Emery. Eliana specializes in estate planning and special needs planning for an average of over 400 clients a year.

Before Copilot, Eliana had previously managed her clients with the built-in client portals of popular legal practice management software like Clio. But those tools created frustration for both her and her clients.

“It felt like bolted-on software, an afterthought,” recalls Eliana. Clients struggled with confusing login processes, unbranded interfaces, and limited functionality.

Eliana knew she needed a more intuitive, customizable solution that reflected her firm’s professional image and wouldn’t lock her into one practice management platform.

A standalone, customizable portal for top tier client service

Heritage Law Partners built their standalone client portal for estate planning with Copilot, giving them flexibility around legal software integrations and branded interactions with their clients. These clients and their families now receive secure access to a library of important information, digital copies of important estate planning documents, and online communication with their attorney all in one place.

“I really like how smooth it is and intuitive for our clients to use,” Eliana says. “Our approach definitely puts us in the top tier for client care  among estate planning firms. ”

Heritage Law Partners’ customer portal integrates with their broader tech stack, including Calendly for scheduling and DecisionVault for estate planning intake. The firm has also invested technical development into custom onboarding and workflows for their estate planning service, which thanks to Copilot’s flexible API, they can plug into their client portal without sacrificing a seamless client experience.

Saving time and expanding business in one platform

With Copilot, Heritage Law Partners has managed to save significant hours of staff time per month streamlining document exchange, onboarding, and client communication. 

“Our portal really improves our client satisfaction with our firm and definitely saves time,” Eliana says. “Having everything in one spot is huge. Copilot is a powerful tool to make us more efficient and give extra peace of mind to our clients.”

Eliana expects this new portal will strengthen long-term client relationships and position the firm as a modern, client-first practice.