One of the UK’s leading law firms, Mills & Reeve, has appointed IP solutions provider, Redstone Converged Solutions, to revolutionise the firm’s ICT infrastructure, and to improve client service and business efficiency in a five year converged IP and telephony contract worth over £600k.
The implementation, which includes the provision of Local Area Networks and IP telephony equipment from Cisco, and intelligent business communications software from IPFX, will automate call management and improve the responsiveness of Mills & Reeve’s 770 employees across the firm’s four offices. Provision of a converged voice and data network will reduce the cost of ICT ownership.
A top 50 law firm, Mills & Reeve competes internationally from the UK and achieved 50 per cent organic growth in the last two years. With similar growth planned, improving customer experience and productivity while managing costs are its key business goals.
With its existing network infrastructure and telephony systems reaching end-of-life and incapable of supporting efficient IP, Mills & Reeve employed independent IT consultancy, Xantus Consulting, to shortlist vendors and solution providers. A rigorous tender process narrowed six down to three and Redstone was selected over competitors including Affiniti, ATC and Echo TTML.
“We selected Redstone for its combined benefits of innovation and low risk,” said Graeme Low, Head of IS/IT, Mills & Reeve. “The Cisco platform provides market leading quality assurance and IPFX gives us tremendous scope to make the business more productive and efficient. We have also recognised that moving to a converged voice and data network will provide long term cost savings, particularly by reducing inter-office telephone charges.”
IPFX is intelligent IP communications software which not only controls incoming calls efficiently on the network, but also increases user productivity through advanced features, such as rich presence management and unified messaging. Particular benefits expected by Mills & Reeve are improved client service via the integration of voicemail with MS Outlook Calendar, and improved time management through access to voicemails via the user’s email inbox.
User groups involving both partners and support staff were heavily involved in the final selection process, and tested both hardware and IPFX software through demonstrations. “Our users have been particularly impressed by the benefits provided by IPFX and can see huge scope for improvement in day-to-day productivity as a result,” commented Nick Findlayson-Brown, Partner, Mills & Reeve.
Mills & Reeve purchased from Redstone in July. The initial pilot project will be implemented in its London offices between October and December, with full rollout planned in early 2008.