Intelligent SME.tech Issue 25 - Page 65

intelligent

// SCALING UP //

RISBANE-BASED MCCARTHY

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DURIE Lawyers ( MDL ) has reported significant yearon-year staff and customer retention levels following its rollout of Avaya Cloud Office by RingCentral . With access to Avaya technology , the organisation has also safeguarded itself against potential compliance and security issues and laid the groundwork for richer access to local legal services in Queensland .
Founded in 1978 , MDL is a law firm with 70 employees that offers a range of legal services spanning conveyancing , property , commercial and litigation via its two Brisbane offices . According to Shane McCarthy , CEO , McCarthy Durie Lawyers , the organisation ’ s longstanding reputation is fuelled by its personal approach toward clients and partners . In 2020 , however , this came under threat .
“ Our team is known for being contactable and able to quickly resolve our clients ’ issues , which is critical when it comes to time-sensitive legal settlements ,” he said . “ However , in 2020 the patchwork of communication systems we had in place was proving unreliable , and we lost around one day per month to the phone system being down . Our team would revert to unsophisticated workarounds , but ultimately a lot of calls died or didn ’ t go anywhere , meaning we lost clients .”
The need to remedy service availability – along with enabling hybrid work arrangements in a way that balanced staff productivity and well-being – was MDL ’ s catalyst for change . MDL rolled out the cloud-based Avaya Cloud Office platform , giving staff access to ‘ office in a pocket ’ capabilities , so they can call , message , meet and video conference within one environment and across physical locations .
McCarthy said staff productivity has now improved significantly , reversing negative customer sentiment .

AVAYA CLOUD OFFICE HELPS THE LAW FIRM REMAIN COMPLIANT AND AVOID SECURITY CONCERNS ABOUT CLIENTS ’ PERSONAL INFORMATION .
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