Case Study:

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Quality SolicitorsTalbots embraces unified communications to save money and enhance customer service
Talbots

Having already invested heavily in both a Managed Print Service and Managed IT solution, Talbots Solicitors, which has seven offices across the West Midlands were keen to take advantage of additional Unified Communication services that EBC Group had to offer.

Talbots found they were wasting a significant amount of money on their dated ISDN lines, in addition to maintaining a telephony system which required continual management and support from themselves.

Having previously implemented a data channel in to Talbots, they were now looking to continue the high standard of service through a telephony system, that would make use of the existing services they had with EBC Group.

Through a previously implemented pipe, EBC Group were able to introduce a separate telephony system into Talbots, that would primarily eliminate dated ISDN lines and convert these into SIP trunks.

Installing new fibre connections in all of the offices, allowed Talbots to effectively use and implement a software based telephony system, Swyx.

Swyx would largely relieve Talbots of menial maintenance and management issues, as well as opening them to a new and streamlined communication platform.

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Key Benefits

The Swyx system installed by EBC Group provided Talbots with a unified telephone system that was simple and easy to integrate into their existing workflow.

Providing each user with the immediate availability of colleagues, the Swyx telephone system has made both the handling and transferring of calls seamless between sites, as well as providing the business with a central reception.

Taking advantage of previous services implemented by EBC Group, Talbots have gained a fully managed telephony system, which never requires additional hardware during upgrades, and requires little maintenance.

For Talbots, the implementation of a new telephony system, in addition to their previous print and IT services (from EBC Group) brought a number of advantages across their business. Having already seen a significant return in investment, making an average saving of 55% on calls, Talbots have since gone on to win ‘customer service of the year’, at the Birmingham Chamber awards, in a light of their new services with EBC Group.

Martyn Morgan, Director for Talbots said, ''We have been delighted with the support EBC Group has provided QualitySolicitors Talbots.There were challenges along the way but what EBC Group understands is the unique nature of our business.

We see ourselves as a service provider – not a law firm – and as such, maintaining a high level of customer care throughout the programme was critical. As the results evidence, EBC Group did not let us down”.

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