Goal
The goal of this article is to help you understand what phases are—both in Hona and in your CRM—and how your firm can structure them to best support your workflows. Solid workflows are key to configuring your Project Type(s) for success. By defining your Phases intentionally, you’ll be able to create efficient internal processes that enable Hona to deliver a consistent, professional client experience.
What is a Phase vs a "phase"?
A Phase in Hona:
Within a Project Type (case tracker), there is a set of Phases. Since a Project Type is typically tied to a specific case type, you can think of Hona phases as the steps your clients see for that type of case. Each phase represents a milestone in the client’s journey, helping both your staff and clients understand progress at a glance.
If your case type is not necessarily "sequential" and is difficult to think of as such, you can also think of your Phases as the key updates your clients will see for their case type.
A "phase" in your Case Management Software (CMS/CRM):
Each CMS/CRM may define a "phase" differently. To learn how your system handles phases, visit our Integrations page and find your CRM/CMS.
Do my "phases" in my CMS/CRM need to match my Phases in Hona exactly?
Not required, but it is best practice. Your CMS/CRM phases don’t have to use the exact same names as Hona, but mirroring them generally ensures:
Your team knows when to move a case from one phase to another.
Staff feel confident that the correct update will be sent to the client through Hona when the phase changes.
Hona also allows you to display a different Client-Facing Name for each phase. The Trigger field maps the correlating "phase" value from your CMS/CRM, but clients will not see this. They will see what you put in the Client-Facing Name field, allowing you to name your Phases different names than your "phases."
An example of this:
In your CMS/CRM, the name of your "phase" is "INV" but you want your clients to see this in their case tracker as "Investigation."
Client-Facing Name in Hona =
InvestigationTrigger =
INV
You can even choose a client-facing name that doesn’t directly match the CMS/CRM phase. For instance, INV internally could appear as Pre-Litigation to clients. If you do this, make sure staff understand the distinction so workflows and client updates remain accurate.
What are some steps I could follow to help me determine my phases?
Think about your how you define your existing case types.
Think about your workflow: How would you break down your case types into steps? Do you have tasks that mark case progression or sequential phases? Do all of your case types share the same workflow, or do you have different steps/tasks for different types of cases?
Think about your staff: will your staff understand the distinction between your phases and know the appropriate time to switch them? Will your phases help your staff follow the correct workflow for that case type, or make it more confusing for them? Will you need to re-train for them to understand when the phases should be updated for that case type?
Think about your clients: What are the most important updates that you send clients in this case type? Are there updates you send some clients in this case type but not others?
Do I Need More Than One Case Type?
Not necessarily. Some practice areas, like Personal Injury, are broad enough to work with a single case type. Similarly, some firms only practice within one type of case. If your cases are already organized without multiple case types, this is effectively the same as having one.
If you want to create additional case types for better organization, see our support article: Best Practices for Defining Case Types before moving to Step 2.
Once your Phases are defined, you can begin building the content in them for your client's to see in their Portal. To get started, visit How to Build Phases.
Why This Matters
Project Types and Phases are the backbone of Hona. When structured thoughtfully, they allow your firm to:
Reduce repetitive work by automating routine updates.
Build client trust through consistent, transparent communication.
Create a smoother experience for both staff and clients, reducing uncertainty and unnecessary outreach.
A well-defined Project Type and Phase structure ensures your communication is proactive, clear, and aligned with your firm’s actual workflow.
Examples:
The table below will provide some examples of how you could define your Phases, both in your CRM and Hona, for different types of cases.
Practice Area | Case Type |
Phase | Description |
Personal Injury | Personal Injury (General) |
Intake | Collect initial details from the client and formally open the case file. |
Investigation + Treatment | Legal staff begin collecting police reports, witness statements, and other supporting evidence. During this time, the client continues to receive treatment for their injuries, and the legal staff continuously tracks the client’s medical care and recovery progress. |
Demand & Negotiation | Legal staff prepare and send a demand letter to the insurer and negotiate a settlement if possible. |
Litigation (optional) | Move forward with filing a lawsuit if settlement could not be reached. |
Settlement | Legal staff finalizes settlement. |
Case Closed | Distribute settlement funds and close the client’s file. |
Family Law | Divorce (Contested) |
Client Intake & Filing Petition | Divorce proceedings where spouses disagree on issues such as custody, assets, or support. |
Draft and File Petition or Answer | If the client is the Plaintiff, legal staff will file the divorce Petition with the court. If the client is the Defendant, legal staff will file the client’s Answer with the court. |
Temporary Orders (optional) | Secure temporary arrangements for custody, support, or property. |
Discovery & Financial Disclosures | Exchange financial information and gather relevant documentation. |
Mediation | Attempt to resolve disputes through mediation or settlement talks. |
Trial (optional) | If unable to resolve, legal staff will present the case in court and obtain final divorce orders. |
Finalizing Divorce | Address enforcement, modifications, or lingering issues after the final order. |
Case Closed | Distribute Divorce decree and close the client’s file. |
Estate Planning | Will & Testament Drafting |
Initial Consultation | Meet with the client to understand goals and assets. |
Drafting the Will | Legal staff prepare the first draft of the will based on client instructions. |
Client Review | Walk through the draft with the client and make any necessary adjustments. |
Signing Ceremony | Formalize the will with signatures and required witnesses. |
Document Distribution | Provide the client with executed copies of the will. |
Case Closed | Close the client's file and give instructions for how to handle life changes or other factors that affect the will. |
Criminal Defense | DUI / DWI Defense |
Case Intake & Arrest Review | Review the facts of the arrest and charges with the client. |
Arraignment & Plea | Attend arraignment and enter an initial plea. |
Pre-Trial Motions & Discovery | File motions, challenge evidence, and review discovery materials. |
Negotiations / Plea Bargain | Negotiate with prosecutors for reduced charges or penalties. |
Trial (optional) | Defend the client in court if the case goes to trial. |
Sentencing | Manage sentencing outcomes and communicate them effectively to all parties. |
Case Closed | Close the client’s file. |
Immigration | Family-Based Green Card Application |
Intake & Eligibility Review | Confirm client eligibility and determine the correct application path. |
Form Preparation & Document Collection | Complete required immigration forms and gather supporting documents. |
File Petition with USCIS | Legal staff submit the petition and required fees to USCIS. |
Biometrics | Client schedules and completes their biometrics appointment. |
USCIS Interview | Legal staff prepares the client for the USCIS interview and attend if allowed. |
Decision Issued | Communicate the final USCIS decision. If approved: provide the client their green card. If rejected: provide the client with next steps. |
Case Closed | Close the client's file and give instructions for how to handle changes or other factors that affect their citizenship. |