Based near Widnes, Nyland and Beattie have been steadily been growing their team of fee-earning partners for over 50 years to offer guidance, support and advice to both commercial and domestic clients . A personal service is top priority for the practice.
Although a relatively small solicitor practice it was clear that their need to embrace a very slick communication platform was of paramount importance should they wish to compete with many of the larger practices on their doorstep. It was also key to exude a very professional speed of response to inbound calls when there were peaks in traffic. Implementing practice resilience should a disaster strike or networks fail was also high on the agenda due to both previous incidents and latest SRA regulations.
Nyland and Beattie wish to achieve this without investing any additional capital above their current comms operating expenses monthly. In fact if they could achieve this whilst reducing operating costs it would greatly assist financial justification as budgets were tight.
Through a report being commissioned by Marie Tierney, the Practice Manager, the team at Matrix247 Law worked in delivering the challenge presented. The first area tackled was reducing operating costs substantially through proposing a multiple router of all calls to and from the practice owned mobile GSM phones and PDA devices enabling the operating costs to be a tiny fraction of what had been occurring previously. The first area tackled was reducing operating costs substantially through proposing a multiple router of all calls to and from the practice owned mobile GSM phones and PDA devices enabling the operating costs to be a tiny fraction of what had been occurring previously.
Not only was the device self–funding on a monthly basis, but it also added a layer of business continuity. Should inbound calls to the main office number fail through either a local exchange or public network fault, then calls could immediately and automatically be routed inbound via the GSM network into the telecoms system which is still operating fine. Call charges were also allocated the Matrix247Law tariff which provided a huge reduction in operating costs.
With the first element achieved, Nyland and Beattie used a proportion of the savings realised to ensure immediate access to important messages through enabling anytime, anywhere retrieval through the latest voice-mail technologies. This was ideal for fee earners.
Nyland and Beattie have now seen a vast number of improvements and enhancements in their communication both internally and with clients. Benefits included:
- Urgent messages dealt with from any device anywhere
- Multiple reductions in operating costs saving thousands p.a
- Enhanced call queuing for rapid response to answer first time
- Free calls from office handsets to mobiles and PDA’s
- More resilient and stable communications platform
- Multiple levels of Business Continuity
- On-going operating costs became very predictable
- Enhanced call routing enriched the staff and client experience