Case Study: Bakers Solicitors

How a hosted telephony system saved a major legal firm £500 a month and significantly reduced the number of calls being missed.

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Bakers Personal Injury Solicitors is a major personal injury law firm based in Aldershot, Hampshire and serves more than 7,000 clients across Hampshire, Surrey and South West London.

The Challenge

Bakers were struggling with an out-of-date phone system that made even the most basic of communication tasks challenging.

This lack of functionality meant transferring calls between their multiple sites was problematic. Not only were Bakers charged for calls between practices, but staff members had no visibility of whether anyone was available to take the call, which proved frustrating for both staff and clients.

In addition, a lack of flexibility made it extremely difficult for staff members to work between sites, at home or out-of-hours, while still being able to use and be contacted on their regular office numbers.

To add to these problems, Bakers were paying a call answering company £500 per month to handle any overflow calls during normal business working hours and 200 calls per month were being missed.

Planning for the future, Bakers wanted to make it simple and pain free to open up new offices so it was imperative that staff and clients could continue to make and receive calls with the minimum of disruption.

The Solution

The top priority for Concert was to improve the contact experience for both the client and user. The telephony solution provided offers full visibility of available users, as well as both inbound and outbound calls.

The phone experience for both client and user has improved dramatically, leading to a cut in the number of calls missed during work hours from 200 to just 50 a month. By analysing the Management Information, which the system provides, and applying this to the call routing, Concert are working with Bakers to reduce this number still further.

Prior to the Concert system being installed, 14 per cent of calls were answered by an overflow company at a cost of £500 per month. 85% of these calls were during working hours and the flexibility of the new system ensures they can be answered by a member of the Bakers’ team. This has reduced costs substantially.

The remaining 15% of calls which overflowed to the call answering company took place between the hours of 8am – 9am and 5pm – 6pm; with this information, Bakers were able to take proactive steps and adjust staff working hours to accommodate these phone calls.

The Results

Bakers have now been able to:

“Concert made the transition to their hosted platform easy and trouble-free, with the migration to the platform managed out of hours at weekends to minimise disruption. The benefits to our clients were immediate and our staff are taking advantage of the many assets and the flexibility of the system.”

Ross Carr, Chief Executive, Bakers Personal Injury Solicitors

Have a question?

Frequently Asked Questions

What are the benefits of a hosted phone system for a company?

You'll have peace of mind that you’ll always have access to the latest technology through free and automatic updates. This removes the usual expensive upgrade costs associated with traditional on-premise systems. We also include disaster recovery provisions built into the cloud, so your system will keep running even if a fire or flood strikes.

What level of in-house technical skills are required?

Concert can fully manage the setup and installation for you, and we’ll provide training for your users to ensure they can use the system properly. Because it’s based in the cloud, any changes can be made easily using online portals, or alternatively, our support team can take on implementing changes for you remotely.

Is the system expensive to install?

No. Choosing a cloud-based system removes the large upfront cost of traditional on-premise hardware, and the associated engineering costs needed to manage it. Cloud-based communication technology is the obvious choice for businesses who want to take advantage of the flexibility of a cloud software model.

Can I rely on the call or video quality?

As your calls will be routed through your internet connection, sufficient connection quality is important. We’ll ensure that you have a suitable connection for our product. We are also able to provide Leased line and Broadband products, meaning you can be assured of great voice quality at all times.

What happens if my requirements change?

A cloud-based system gives you flexibility. You pay on a per-user basis and you can scale up and down easily as your business grows or restructures, meaning that you only ever pay for exactly what you need, and can make changes to react quickly to business changes.

Can I keep my existing telephone numbers?

In the majority of cases, Concert can arrange for you to keep your existing UK landline phone numbers by porting the numbers over to our platform. The process can take a few weeks, but we’ll manage the whole process for you as part of your onboarding process.

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