Why a Law Firm would Upgrade to VoIP

What are the benefits and features available from VoIP to enhance a law firms productivity and increase client satisfaction?

Since their invention and implementation in a business setting, telephone systems have been integral to the operations of law firms. Initially just a way to connect partners, employees, and clients, telephone systems can now be a profit center in and of themselves, not to mention a way to cut costs and drive client satisfaction.

CSM South has been installing new telephone systems for law firms since our very beginning in 1984. In that time we have honed in on some of the best VoIP features for law firms, cost reduction that VoIP offers, and ideas to harness new clients while keeping existing ones satisfied.

Old fashioned phone systems were not easy to use and cost a fortune, both in their initial deployment and in the service of them after. Not only that, but the continuing cost of copper CO lines or T-1/ PRI were in the many hundreds, if not more. CSM replaced a traditional or legacy telephone system for a law firm in Austin, Texas who has two offices who was using two PRI from a local provider- and paying over $2,000 a month for the phone line service alone!

Two of our favorite VoIP telephone service products for law firms are from Mitel and GoTo Connect. The information below broadly applies to both products, but for more specific info, contact us.

Best VoIP Features for Law Firms

Telephone systems have evolved over the last several decades to contain a host of different features to accomplish functions and operations required by businesses. Most business owners, administrators and employees know all the typical features, which are, of course, available in VoIP and are not only pertinent to law firms, but also to business in general. Common phone system features include:

• Transfer
• Conference
• Hold/ Park
• Page
• Direct Station Select (DSS)
• Do Not Disturb (DND)
• Call Forward

There are, however, some specialized features available in VoIP telephone systems that work really well in the legal professional environment. Here are a couple that come to mind:

• Specialized Auto Attendants- You can have separate auto attendant menus for different departments of the law firm, sending callers to particular individuals for different partners, areas of practice, etc.
• Customized “0”- Each partner or employee can define where callers go when a caller presses “0” in their voicemail box. As an example, each partner may want callers to go to their particular assistant instead of the general reception or firm auto attendant, thereby customizing and streamlining the user experience.
• Voicemail transcription- Instead of having to call in to a voicemail to listen to messages, the VoIP phone system can transcribe the message and then send it as a email to the user.
• Call History Records- Reports can be generated giving information on length of calls, call history, user history, and even missed calls. Reports can be automated and emailed out on a schedule or accessed at any time through a web browser.
• Conferencing- New VoIP telephone systems have the typical 3 party conferencing through the VoIP desk telephone, but they also have the ability to integrate with included PC, MAC and other OS software so that users can schedule, make, and join audio or video conferences on their phone or computer.
• Mobility- Users are no longer tethered to a desk telephone. Included apps for smart phones allow calls to be handled seamlessly, as if in the office. Calls can be transferred, conferences made and attended, and reporting functionality works across the platforms whether on the desk phone or using the mobile app.
• E- fax- While cloud VoIP telephone systems can handle a traditional physical fax machine, many law firms choose to move to an electronic fax, or “E-fax” instead. With this easy to use and functional feature, faxes are sent to an email address rather than automatically printed on a fax machine. To send a fax, users simply send an email to a specific address, which sends the document out to the recipient.

Cost Reduction with VoIP

Even the most successful business is always looking for ways to reduce costs, while also increasing productivity. We already touched on VoIP features that enhance a law firm’s customer service, so let’s get into how switching to VoIP can save money.

Traditional business telephone systems had several costs associated with them. First, there was the initial capital purchase which would be combined with the labor to install and other hardware to make it operate. Second, after the capital cost, was the ongoing maintenance of the system such as replacing phones that malfunction or cards that would go bad. Third, there was the associated line service provided by the carrier, either through copper CO lines or T-1/ PRI.

With VoIP, there is a small setup charge per phone, usually around $20. After that, there is a monthly cost per device that a business wants to operate, which has an ascending price point per phone. A basic lobby phone might be on a metered rate with a very low monthly cost of just a few dollars, while a Reception phone might have a higher point with unlimited calls and a wide range of features. Typically, a user requiring standard features and functions, plus the enhancements offered by VoIP we outlines above, is about $20 per month. With this sort of pricing model, most law firms see a reduction of costs related to their telecom bill.

Putting it all Together

VoIP telephone systems offer a wide range of exciting new features and functions that increase productivity, engage customers, and harness costs for law firms. Using a provider like CSM South to help your business navigate the waters of VoIP is a great choice as our vast experience and friendly staff is eager to help. From our HQ in Tampa Florida and regional offices in Austin TX, and Mobile Al, we have sold and installed many new cloud and premise VoIP telephone systems, along with continuing service on legacy telephone systems. If your law firm is looking for a new telephone system, please give CSM a call!

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CSM South sells, installs, and maintains cloud based VoIP telephone systems across the southeastern USA including Orlando Fl, Tampa, FL, Lakeland, Fl, Bradenton & Sarasota Fl, Naples, Fl, Austin TX, and the whole states of Florida and Texas.