Legal Firm Phone System Case Study
Current Situation:
- Legal practice with 23 employees
The partners had their own fax machines for confidential correspondence and several traveled a lot between their various locations across Australia. Urgent calls need to be transferred to mobile phones.
They needed to be able to log phone call durations for billing and the receptionist still took name and number messages for staff.
Certain staff spend a lot of time on the phone and making this more comfortable was a consideration.
They only had one receptionist and at peak times several calls would back up. The Accounts department was used as an overflow but this took up more valuable resources and was disruptive and annoying for them. |
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The Brief:
To have a system that:
- Streamline partner communication
- Cut costs
- Makes them sound more professional
- Staff comfort
- Easy Finance options
The Solution:
- Phone System – Avaya IP500
The Avaya IP500 was perfect for their environment.
- Partner communication and unifying their communication
We implemented the Avaya unified messaging platform. This allows them to receive faxes, emails and voicemail all in their inbox.
The company is now a paperless environment and is able to store all faxes on their server. It also means that when they travel they can access their voicemail and faxes anywhere they can log on to. For the partners that have Blackberry’s this means they don’t even have to log on.
- Receptionist taking hand written messages for staff.
We installed normal voicemail for the rest of the staff because it works brilliantly for the legal industry due to the sensitive nature of the information clients leave. Before voicemail clients wouldn’t leave detailed messages with the receptionist. With voicemail staff now receive accurate messages from clients and this has saved so much time and money. Staff can work out what clients want before calling them back and prioritise messages more easily.
The Avaya IP500 is a world leader in VoIP communications and when they are ready to link their sites together across Australia they can do it effortlessly. This will bring them a whole host of additional benefits. Read more about VoIP benefits….
- Transferring calls to partners out of the office for FREE
Here we installed GSM gateways. Instead of costing them every time they transferred a call to a mobile they now get it for FREE – saving them a small fortune.
In order to get maximum value we put the mobiles on a fleet plan and the combination of these factors has literally saved them $1000’s. Read more...
As the company made more phone calls to client’s mobile phones, their call costs were spiraling. In addition to the GSM gateways we also provided the client with fantastic call rates that came with:
- No contracts
- No flag falls
- No minimum charges
These rates slashed their existing bill by a staggering 34%! Read more
- Sounding more professional
Here we installed Professional Messages On Hold – this capped off the solution and made their practice sound incredibly professional. They now tell callers about all the areas of law they specialise in and this has helped them cross promote their lesser known services to clients. Read more
The latest Plantronics CS 70 cordless headsetsheadsets were installed along with additional noise canceling. The cordless headsets are hands free, cut down background noise and are extremely comfortable. Read more..
- Backup for receptionist during busy times
Here we installed an Auto Attendant that now acts as a backup for reception. Rather than staff having to stop a call to answer another, the Auto Attendant now answers after 6 rings and says “Thank you for calling ABC Partners, your call is important and we will be with you in just a moment”. They no longer disrupt the accounts departments, or miss calls, and it sounds incredibly professional.
- Answering machine after hours
The Auto Attendant now also professionally answers after hours. The system can even answer multiple calls at once and callers leave messages that a nominated staff member listens to every morning.
The client decided to rent their phone system for 3 reasons:
- To preserve their cash flow which is important in their business.
- Their monthly rental payments are tax deducible
- Renting offered them flexibility to add things in the future – more handsets etc. Read more
The partners think the unified messaging is fantastic and the staff appreciate the general voicemail. We saved time and frustration by eliminating the accounts department in the call handling process and the receptionist can now deal with the call volume and it sounds professional.
The headsets were very well received and the dramatic reduction in overall phone costs brought a smile to the partner’s faces.
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This page contains information pertaining to:
Legal Firm telephone System Case Study, Law Firm Phone System Case Studies, Avaya IP500 PABX Case Study, Avaya IP 500 PBX Case Studies, Phone Systems for Legal Firms
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