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Powering the First Touch: Lander & Rogers innovating the reception and customer experience

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PROJECT

Innovating the Reception and Customer Experience. 
Solution
Customer Experience
CLIENT

Lander & Rogers
https://www.landers.com.au/

 

 
80% increase in routing calls
500 staff upgraded
100% efficiency in database automation

ABOUT LANDERS & ROGERS

Lander & Rogers is a leading independent and truly Australian law firm comprising over 500 people, including 81 partners, located across three state capital cities – Brisbane, Melbourne, and Sydney. As an agile-ready workplace with a resilient mindset, Lander & Rogers cares about its staff, clients, and the community, sharing its values as an authentic, connected, and innovative firm. Lander & Rogers’ key sectors include government, insurance, financial services, real estate, retail & and supply chain, and technology.

Untitled design (12)

CHALLENGES

Lander & Rogers had historically been using an on-premises telephony solution that met its business requirements for many years. However, shifting conditions for staff to work remotely and across multiple sites due to the COVID-19 pandemic saw a change for the business to invest in a Microsoft Teams Unified Communications (UC) solution. An enhancement to the standard Teams offering was required to ensure the staff had the equivalent capability using the Microsoft Teams applications.

In Lander & Rogers’ case, the requirements included:

  • Accurate and up-to-date contact information that is automatically populated from its human resource system
  • The ability to search not only usernames, job roles, and departments, but also specific case IDs to ensure callers are transferred to the correct lawyer handling that case
  • specific wait greetings if all members of the reception team are busy
  • accurate statistics on calling traffic for sites
  • the ability for receptionists to quickly find and transfer calls to not only internal staff using the Microsoft Teams solution, but also to external parties. 
None of these requirements could be met by just deploying a standard Microsoft Teams interface to the reception user group. Often overlooked while planning a migration to Microsoft Teams is what the reception or attendant user experience will be like. Most law firms have specific requirements to ensure the service they provide to their clients is maintained at all touch points.

"At Lander & Rogers our team and the client experience is vital for our business. Both Generation-e and Voitec share our values on customer service and how technology can enhance service innovation. The team at Voitec showed they understood the complexities of our business through the design consultation, configuration, team training and ongoing customer support with the Samwin Attendant Console for Microsoft Teams. Voitec has set our reception team up for success."

Adam WilliamsHead of Technology Operations, Lander & Rogers

THE SOLUTION

Finding the right technical solution is only the first step. More importantly, how will it be set up for the firm? How the interface is customized for each attendant user, what specific information is presented, and, of course, ensuring the users are well-trained and comfortable with a high-pressure working environment. Voitec’s reception application specialization and expertise helped shape a smooth deployment.

RESULTS

  • Seamless client experience for call handling in a Microsoft Teams Unified Communications environment 

 

  • Customizable directory integrated into a comprehensive set of databases

Talk to us about cost-effective solutions to empower your hybrid environment.

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