Established in 1997, Keenan Solicitors is a leading claims specialist based in Belfast, Northern Ireland. With staff regularly working out of the office, it’s important to ensure that they are able to keep in contact with clients and access important information wherever they are. But different mobile and desk phone numbers, as well as an outdated phone system meant this was becoming impossible.
The Challenge
Before moving to a Unified Communications system with 8x8 Solutions, the partners at Keenan Solicitors were experiencing major challenges with customer service, remote working and reliability.
Customer Service
Keenan Solicitors recognised that their customers were lacking a strong customer service experience, with calls being missed when staff were out of the office or not having enough information to handle each call effectively.
Convenience
As with many legal firms, solicitors are always in and out of the office which means they can struggle to keep in contact with colleagues and clients. By not having an integrated system, employees couldn’t source information from colleagues in real-time or missed vital calls from client’s altogether.
Resilience
The old PBX system was unreliable, meaning that it was impossible to guarantee Keenan Solicitors would always be connected or that every call would be transferred
The Solution
8x8 Solutions was the answer. It was recommended by Outsource Solutions, a long trusted local partner with proven experience of delivering world class IT managed services to over 400 businesses. With its expert knowledge, Outsource Solutions knew how to solve the ongoing issues Keenan Solicitors was experiencing and streamline their communications. That’s why they advised the solicitors to move from a legacy PBX system to the 8x8 cloud solution, in keeping with the company’s wider IT strategy designed to create greater business continuity and boost productivity.
What’s more, the whole solution was quick and easy to integrate. The whole system was rolled out within just six weeks, and the transition was easy with no disruption. Because the intellect of the phone system and end user configuration were pre-built in the 8x8 solution before reaching the site, the installation time onsite was minimal. Partners could choose which of the Unified Communications productivity and convenience tools they wanted to include and when, meaning the transition happened gradually and on their terms, fully supported by the team at Outsource.
