Harrison Drury is an award-winning law firm with seven offices across the north-west in Preston, Kendal, Lancaster, Garstang and Clitheroe. Minutes and seconds can have a big impact during a major court case, but the firm’s legacy communications solution relied on multiple applications, voice calls, and video conferencing systems. The simplest tasks were laden with complicated overhead admin for users and administrators. The telephony system involved personalised desktop handsets that required significant reconfiguration for more than one user, which made hotdesking complicated. and the system took too much time to use and manage. 

Worse, routine complaints took up a lot of time for IT staff; time better spent improving the business.  

The firm’s solicitors needed to have essential information like caller-ID. They couldn’t receive and transfer customer calls or react quickly during trials and other fast-paced customer situations.   

The law firm’s lack of satisfaction with the existing phone solution came to a head when COVID-19 forced Harrison Drury employees to work from home, complicating the client response process. In a competitive market, the firm’s solicitors were unable to receive and transfer customer calls with the pre-requisite information they needed, such as caller-ID, to enable them to react quickly during fast-paced customer transactions.  

Following a re-evaluation of its communications needs, Harrison Drury worked with Fortay Connect, its trusted advisor, and Avaya ecosystem partner. Fortay Connect understood its requirements, provided market insights, and optimised the evaluation process for a new communications solution. 

Avaya Cloud Office® by RingCentral To The Rescue 

Today, the firm has an enhanced and simplified communications and collaboration solution for its solicitors, IT, and admin staff with Avaya Cloud Office built on the Avaya Experience Platform.  

Harrison Drury rolled out the total cloud communications solution for 130 users across seven offices in the northwest U.K. The team now has a flexible, always-on video conferencing and workstream collaboration to support working from anywhere while reducing business communications costs. 

“The simplicity of Avaya Cloud Office has noticeably improved our business capabilities,” says Martin Holmes, Head of IT, Harrison Drury.

“Tasks that used to require 10-12 clicks to complete now take two and, after completing some 4,000 calls with the new system, we haven’t had a single query or complaint.” 

“The employee experience is directly tied to the customer experience. Empowered employees have more time and resources to better serve their customers,” said Steve Joyner, Managing Director UK&I Avaya. “Harrison Drury has done this.” 

Avaya Cloud Office Has Measurable Benefits

Avaya Cloud Office is a platform for small businesses that includes voice, video, chat, and messaging for customers and employees.  

The Avaya solution indicates which solicitors are busy and who can take incoming calls. That ensures that rerouted calls are received.  

Since deploying Avaya Cloud Office, the firm’s call rate has halved, and new business leads have doubled. Communications costs are also lower. 

Avaya UCaaS is subscription based. Costs are transparent and predictable. Buyers only pay for what they need but retain the flexibility to expand. 

For more information about how Avaya Cloud Office can deliver measurable and powerful EX and CX, click here. 

 

 



from UC Today https://ift.tt/tdq2a4R