Growing Law Firm Leverages Acuerdo to Improve Client Experience and IT Operations.
RingCentral + NICE CXOne
BigLeaf + Crown Castle
Call volume was overwhelming the firm’s on-premises phone system
“In a way, Thompson Law was a victim of its early success,” says Kirk Lee, IT consultant for Thompson Law and the owner of Trendi Marketing, a digital marketing firm for personal injury lawyers. “When founder Ryan Thompson started the firm, he and his small team quickly earned a reputation of winning for their injury clients. That led to an exponential increase in prospect calls, and our on-site phone system couldn’t handle the volume.”
Acuerdo proposes a cloud communications solution
Lee worked with Kyle Burt, Head of Acuerdo’s Legal Practice at Acuerdo, to find a solution for Thompson Law’s communications needs.
“At first I was nervous about moving all of this functionality to the cloud,” Lee recalls.
We were able to integrate [RingCentral] Contact Center with our case management platform to automatically direct an existing client to the attorneys or support staff handling that specific case. That means a better client experience and lightening the call loads of our busy receptionists.
Contact Center deployment leads to enormous business benefits
“The first benefit we saw immediately: a smooth and easy migration,” says Lee. “We were a little worried that switching phone systems might trigger resistance from the staff or disrupt peoples’ workflows. Nope. I’d say within a week or so, everyone was comfortably up and running on the RingCentral cloud solution.”
When they added RingCentral Contact Center™ to the initial rollout of RingCentral Office®, the team at Thompson Law found they finally had the intelligent, data-driven routing capability they wanted. “To give you just one example of how we’re benefiting from this,” explains Lee, “we were able to integrate Contact Center with our case management platform to automatically direct an existing client to the attorneys or support staff handling that specific case. That means a better client experience and lightening the call loads of our busy receptionists.”
The routing capabilities of RingCentral Contact Center have also made call management much more efficient and cost-effective. “We route inbound prospect calls to our Intake Phase 1 team of experts,” explains Lee, “and when that queue is full, we’re able to automatically send overflow calls to second, third, and even fourth-level teams. This let us finally eliminate that expensive third-party call center bill.”
The attorneys are also now able to communicate with clients via text message using their Thompson Law business numbers and not their personal mobile phone numbers. “That’s been great all around. It helps keep our clients better informed at every stage, lets our lawyers communicate with clients without giving out their personal cell numbers, and also reduces the number of calls from clients who want more frequent status updates on their cases.”
From a resource-allocation standpoint, for the first time since launching Thompson Law, Ryan Thompson now has full visibility into the firm’s inbound calls, including which calls are being answered by the receptionists, which are being answered by the firm’s Intake Phase 1 team, and which are being routed elsewhere.
“With that data, Ryan and his team are able to identify potential problems in call flow immediately, and it helps them make informed management decisions about when it’s time to hire more support staff.”