IP telephone systems answer the needs of multi-site law firms
Posted by Caroline Moore on 09/12 at 12:00 AM Legal, On-premise telephone systems, Law firms,
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With client care at the forefront, law firms are always looking for ways to improve their customer service.

Customer care comes in many forms, but for lawyers it often boils down to whether or not a client has been able to reach them when they need to.

But this is not always easy due to the nature of a lawyer’s working day. These professionals are not confined to their desks but regularly attend meetings with clients or are representing them in court. This situation is often amplified when a lawyer works in a small branch office manned by minimum staff.

However, excellent customer care is not insurmountable as one law firm has recently discovered with the installation of an IP telephone system to link its multiple offices.

Coffin Mew Solicitors had listened to feedback from clients and the results of a mystery shopper exercise, as part of its ongoing client excellence programme - the feedback and results revealed that not all calls were being answered.

Managing partner Miles Brown said: “After a wide consultation and feedback, we quickly recognised that our old phone system was not providing the high level of client services that is needed in this day and age. We pride ourselves on service and it became quickly apparent that the phone system was beginning to fail us; therefore, we took the decision to upgrade as soon as we could.”

Coffin Mew made the decision to replace its outdated Avaya telephone system with an IP unified communications solution from swcomms that linked its three offices in Portsmouth, Southampton and Gosport as well as its 165 fee earners and support staff, so if incoming calls were not being picked up in the Gosport office, they could be picked up in Southampton or Portsmouth and vice versa.

Similarly, if too many calls were being handled by one office any overflow calls would be picked up by the other two.

The new Mitel system includes a call statistics package so Coffin Mew can keep an eye on its call-handling performance, as well as a host of other beneficial applications such as unified messaging and hot-desking to assist solicitors, paralegals and other staff who are often away from their desks.

The result has been pleasing with Mr Brown commenting: “Our Mitel telephone system has already demonstrated that our efficiency has improved because we are now confident that we are capturing and answering every call that comes in to us, whether through reception or direct dial.”

Posted by
Caroline Moore's avatar
Caroline Moore on 09/12/2013

Former newspaper journalist, Caroline joined the company in 2008 with no previous knowledge of the industry.

She set about stripping back all the jargon to produce plain English marketing collateral to support the sales teams. Now slightly more well-versed in the dark arts of voice, connectivity and data services, Caroline writes blogs, case studies, data sheets and social media updates to engage with potential and existing customers.

This industry is far cry from her previous working life when she worked as communications manager for Exeter Chiefs and Northampton Saints.

Contact: caroline.moore@swcomms.co.uk

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