Hosted Telephony For Solicitors

Helping law firms improve efficiency  with Hosted phone system.

Background

Law firms are under pressure to deliver client requirements to schedule and in a professional manner. Therefore the telephony system that they choose to use is of paramount importance. Law firms require reliable telephone systems in order to operate efficiently on a day-to-day basis.

The challenge

In an industry that is under immense pressure to deliver
high standards of client service, telephone lines must be
clear, available and if lines are unavailable having the
ability to leave an urgent message is a must. Clients need
to be able to communicate with their lawyers whenever
the need arises. Reliability therefore must be the
foundation of any telephony system in this high pressure
industry.

Law firms also need a scalable solution, given that they
can range in employee size from SMEs through to large
enterprise businesses, the telephony solution must cater
for all sizes.

Demand changes also mean that regardless of office
location or remote working the telephone system has to
adapt accordingly. Lawyers will also be out of office when
in court or at meetings, so calls must have the flexibility to
be re-directed to a mobile phone.

Lawyers need accurate reporting tools to determine
how much money is spent on each client, including time
spent on phone calls. Reporting is required to bill clients
accurately and ensure that the law firm can achieve
maximum profit. Without this crucial reporting information
law firms could lose money.

Call recording is also essential due to the nature of the
industry and the need to refer back to key notes and
conversations. There are a few key requirements that
the law industry will depend upon in order to successfully
implement a telephone system.

The solution

Akixi 2000 – Akixi enables law firms to generate reports
on time spent on the phone, and to which customers/
clients. Then, when required, Akixi can run reports
enabling law firms to easily set up surcharges and
markups for specific events and clients.

Call recording – Law firms often have to deal with
sensitive subjects, and call recording for some of these
calls could be vital. There are four options for the
call recording, all allowing control over what is being
recorded, and when.

Receptionist client – As most law firms charge directly
for their time, transferring of calls needs to be slick
and seamless. The receptionist client also allows the
receptionist to reprioritise customers as the calls come in.

Mobile client – Many employees of law firms are in and
out of the office, at meetings with clients or in court. The
mobile client would give them full Hosted functionality,
including the One Number Anywhere feature, and mobile
chat, from wherever they have 3G/4G/Wifi signal.

Hot desking – For those staff who are in and out of the
office a lot, an area of the office where they can sit down
in between meetings would be beneficial. They do not
have to be given fixed desks, and hot desking would give
them a four digit code that, once entered into the phone,
will pull their Hosted profile from the cloud onto that
particular handset.

Integrator CRM – When certain customers/clients call in
to the office, a pop-up on screen enables staff to answer
the phone accordingly. This, given the fact that clients are
paying for a lawyer’s time by the minute, can be a
differentiator to other law firms in the industry.