swcomms links Coffin Mew Solicitors’ three Hampshire offices in Portsmouth, Southampton and Gosport with a VoIP telephone and unified communications (UC) system.
Coffin Mew Solicitors is a large south coast law firm based in the two major city locations of Portsmouth and Southampton, as well as in Gosport in Hampshire. The firm also has an office in London. It provides a full range of legal services to businesses, organisations and individuals based within the region and across England and Wales.
Coffin Mew had listened to feedback from clients and the results of a ‘mystery shopper’ exercise, as part of its on-going client excellence programme, and had made the decision to replace its out-dated Avaya system with an VoIP telephone system that would link its three offices. 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.”
Full demonstration kit
The firm invited in multiple suppliers, including swcomms, to compete for the business. We brought a full demonstration kit with switches and feature-rich handsets to show Coffin Mew exactly how our proposed Mitel Connect would work on a day to day basis. Coffin Mew was impressed by the demonstration, our senior account manager and our documentation and chose both our suggested solution and swcomms. The Mitel Connect provides a single telephone system for all three sites to seamlessly link all of Coffin Mew’s 165 users regardless of the office they are working from.
Flexibility, scalability and reliabilty were core requirements of Coffin Mew and the Mitel solution offers all of these. It is designed to meet the requirements of medium-sized businesses through to much larger enterprises with up to 20,000 users. Its primed for additional applications and future growth while remaining highly reliable. In terms of meeting its customer service aims, seamless hot-desking ensures every user is easily accessible and can take a call regardless of their location which means the partners, solicitors and other legal staff can work in any office. In addition, extension assignments enable Coffin Mew’s mobile staff to turn any telephone device, such as their mobile or home telephone, into their office phone to ensure they can be contacted wherever they are working. And mobile access licences allow the firm’s fee earners to use their BlackBerry smartphones when away from the office while appearing to call from their office DDIs or the firm’s main number while the integrated voicemail and unified messaging functionality enables the firm’s users to access and pick up messages in the most convenient for them.
Call statistics are provided by the integral reporting software on the volume of calls and average ring times into each of the hunt groups enabling Coffin Mew to manage staff resource and efficiency. The result is that the firm can now use this whole host of communications tools to enhance its customer service record by ensuring all calls are answered and messages can be quickly accessed. Coffin Mew also has plans to reduce travel time and costs between its three offices by using the audio and video conferencing facility that is easily accommodated by the Mitel solution.
Mitel’s innovative single system architecture
From the IT team’s point of view, Mitel’s innovative single system architecture has allowed Coffin Mew to deploy a single solution across its three offices while still having the ability to centrally manage all users using a single management interface. By not having to call in third party engineers for adds, moves and changes, Coffin Mew will benefit from a lower total cost of ownership that is enhanced by reduced power consumption. However, on-going service and support is an integral part of any solution installed by swcomms to our customers have complete peace of mind. Should any fault occur on the firm’s telephone system, it will be resolved as quickly as possible by our engineers with the support of Coffin Mew’s dedicated account manager and our customer services team.
Cathy Kirby, Coffin Mew’s IT manager, said: “After having a non-IP system for a number of years, we realised that after the feedback from clients and staff it was not meeting our strict criteria for client service excellence. After a number of competitive pitches, we selected the Mitel system because of its high flexibility and ability to personalise the extremely powerful features to our advantage, particularly in further improving our client service. The installation was seamless and the feedback from users has been extremely positive.”
Mr Brown added: “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. We are delighted with the system.”
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