Cloud Telephony Benefits for Law Firms
Solicitors are under enormous pressure to deal with their clients in a timely manner. Gradually, the legal sector is responding to the need by adopting new forms of next-generation technology, including cloud telephony.
According to a survey of 900 law firms, 37% of firms said they depended on new legal technology to manage their critical day-to-day operations. It’s a sign that legal professionals have recognised the need for and the benefits for their clients.
So, why does cloud telephony make sense for the UK law firms of today?
What is cloud telephony for law firms?
Cloud telephony is a type of communications system that operates exclusively via the internet. Instead of relying on landlines, you can use any digital device to make and receive calls through the cloud. With no mandatory hardware, it’s an easy way of cutting your communication costs.
All you need to utilise cloud telephony is a working internet connection. Moreover, law firms can utilise unified communications as a service (UCaaS) and contact centre as a service (CCaaS) functionality along with connecting the tools they rely on most with their cloud-based phone systems, including:
· CRMs
· Instant messaging solutions
· Conferencing software
It’s not difficult to see how these integrations can boost efficiencies and improve the client experience. At Matrix247, we spend the time working with your law firm to build out the perfect system, including integrations that you would utilise the most. We gather data about your business operations and clients in order to provide the most suitable, customised business phone system.
The role of cloud phone systems in law firms
Client service is critical to the success of any firm, but even more so in the legal industry. You’re often dealing with people at a highly stressful time, they might be trying to navigate a dispute or have lost a loved one, and maintaining clear lines of communication is vital to providing the service your clients expect.
Furthermore, collaboration is crucial to also providing a high standard of customer service. Some law firms work remotely, and cloud-based phone systems maintain collaboration, enabling you to do your best for your clients. This is why 84% of UK businesses report that cloud services have improved collaboration when working remotely.
On a side note, cloud telephony overcomes many of the challenges of traditional phone systems law firms might face, including:
· Lack of mobility
· Lack of availability
· Limited features
· High maintenance costs
· Security risks
In a highly competitive market, embracing modern technologies such as upgrading to cloud telephony could be the advantage to support your law firm’s growth.
The benefits of cloud telephony for law firms
Cloud telephony is a critical part of the overall cloud ecosystem. Businesses are gradually recognising the benefits, with 78% of business leaders saying they’ve adopted the cloud in most or all areas of their firms.
However, unlocking the value of cloud phone systems is another matter entirely. So, how can law firms maximise the returns on a cloud telephony investment?
Organisational reporting
Data is as important to the legal sector as it is to the tech industry. Cloud telephony provides a wealth of data, enabling you to identify trends and areas of improvement.
Examples could include assessing call handling performance to see whether you provide a positive, consistent customer experience. Likewise, measuring response times can provide insights into staffing levels.
It’s also beneficial for solicitors who need to track their billable hours. Cloud phone systems provide instant access to call duration details at the click of a button, thus providing them with a way to accurately charge for their time.
Security and compliance
Law firms today must consider the impact of data security regulations and whether they’re complying. If you’re in the process of becoming a paperless office, you must familiarise yourself with ISO270001 standards.
Your cloud telephony system can be integrated into your CRM, Practice Management System (PMS) / Case Management System (CMS) enabling you to track new and existing clients. Moreover, this information can be recorded and stored, providing a compliant audit trail.
Other accreditations to consider for business resilience against evolving cyber threats are Cyber Essentials or Cyber Essentials Plus.
Collaboration
Part of an incredible customer experience is collaboration behind the scenes. All of those tedious and mundane tasks take away from time spent with your clients. Cloud phone systems come with a multitude of features to streamline your day-to-day processes.
For example, you can use instant messaging to manage your caseloads, call to collaborate on projects, and file share to ensure that client details are shared quickly and securely. When everything is combined into a single dashboard, your partners and employees will thank you.
Communicate on the move
Legal staff often need to work from anywhere, whether that’s from home, the office, or from court. Even the smallest law firms can benefit from being able to communicate from anywhere, and it’s cloud telephony that gives you that mobility.
Cloud phone systems allow you to communicate from any digital device, whether it’s a smartphone, tablet, or laptop. Cloud phone systems break down traditional barriers, allowing you to have an office phone wherever there’s a working internet connection.
It means you’re never truly disconnected from your clients, or colleagues, ensuring you never miss those all-important communications.
Making use of a cloud phone system in a law firm
How you use the cloud in your legal practice determines whether you extract the full potential of it. Before upgrading, here are just three ways that cloud telephony can change how you handle your day-to-day functions:
· Client Consultations – Advanced call controls, like call forwarding, logging and routing support client consultations by ensuring clients can connect with their solicitor wherever they are. Another feature that supports these communications is call recording, which provides a precise record of consultations, enabling accurate note-taking and recall.
· Efficient Case Management – The cloud adapts to you, which is highly beneficial for solicitors dealing with complex cases and a mountain of documentation. With the cloud, you’ve always got easy access to call records and other communication data for reviews and audits. Moreover, all of this can happen wherever your solicitor is.
· Uphold Client Confidentiality – Safeguarding your client’s right to confidentiality is a professional obligation. Cloud office phone systems often include encryption features to keep sensitive cases private. They also reduce the risk of data breaches, ensuring your law firm doesn’t lose its carefully crafted reputation.
The benefits of cloud-based phone systems for the legal sector are clear, but many firms are worried about the costs and disruption of migrating to the cloud. At Matrix247, we specialise in building bespoke migration plans to support law firms through the process and minimise disruption. To learn more about how we can help, contact us today.
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