The Mascia Law Firm
The Mascia Law Firm Uses ShoreTel Sky Phones to Ensure Accessibility 24×7
“The best features with ShoreTel Sky aren’t the physical features with the phones, but the service and support.”
Shane Hayes, Director of Operations, The Mascia Law Firm
The Mascia Law Firm has helped thousands of families navigate through difficult financial times. Experts in foreclosure, bankruptcy, loan modifications and short sales, the Orlando-based firm’s mission is to bring its clients back onto the road to financial freedom. What makes it different from many similar law firms is its personalized approach enabled through its modern technology. When clients call The Mascia Law Firm day or night, they speak to an attorney or case manager, not voicemail boxes or assistants taking a message. When someone’s home or credit is on the line, getting someone who can help on the line is peace of mind.
Challenge: Inefficient Phone Platform with Tedious and Expensive Support
The Mascia Law Firm was using an on-premise phone system serviced by a separate IT company. The phones often garbled voices and dropped calls, causing frustration on already stressed clients. To make matters worse, the IT company was slow to respond to trouble tickets or requests for additional services. If someone switched offices yet wanted to keep their existing phone extension, the IT company would have to come on premise to reprogram the phone. The process could take weeks.
“Mobility was a big initiative that our phone system and the IT company couldn’t provide,” says Shane Hayes, director of Operations at Mascia Law Firm. “Our platform required another T1 and the IT company had to wire new lines and set up profiles to enable people to work from other offices or home. The process was inefficient, expensive and ultimately the reason why we began searching for another solution.”
Solution: ShoreTel Sky Provides Clear Connection and Mobility
Hayes researched his options and determined a hosted VoIP system would not only give the firm superior phones robust with features, but the ability for employees to work remotely with little administrative legwork.
“We looked at several providers and most had either a crazy pricing structure, limited support, or not enough background information,” says Hayes. “We chose ShoreTel Sky because of their reputation and ability to meet virtually all of our requirements.”
The ShoreTel Sky VoIP phones give the Mascia Law Firm the mobility it needed, features it wanted and support it required. Now, employees can plug in their phones virtually anywhere there is an internet connection and have access to the applications and features as if they were sitting at their office desks – without the need to call IT. While this gives law firm members the ability to work from home or other offices, it ensures their clients can reach them directly.
With new mobility freedoms, comes the need to monitor work habits. Hayes and his team utilize the rich reporting features on the ShoreTel Sky phones to manage a mobile workforce. From his online portal, Hayes can quickly run reports to see who is answering their phones and voicemails and who isn’t or if a client was called when promised. The call history has also helps with customer service in that Hayes can track call patterns and staff accordingly.
The ShoreTel Sky phones are compatible with the firm’s CRM application, Salesforce.com, further enhancing the customer service it can provide. When a client calls, their Salesforce.com profile pops up on the screen, allowing precious time for the recipient to get background information before answering the call. It also logs the call into Salesforce.com to keep a call history on the client.
“The best features with ShoreTel Sky aren’t the physical features with the phones, but the service and support,” says Hayes. “Employees can push a button on their phone and reach ShoreTel instead of calling me. We don’t have to have a separate IT company or T1 anymore, saving us significant costs. My calls are always handled quickly and professionally and they always follow up, even when I don’t.”
The Mascia Law Firm is using the Auto Attendant feature with their phones, which allows callers to be routed to the most appropriate person using a menu of options. “I wanted to add a Spanish-speaking option to our menu,” explains Hayes. “I put in a ticket with ShoreTel and within a day, my clients could push “3” to continue in Spanish. ShoreTel Sky support makes my job much easier.”
Results: Cost Savings, Mobility and Support
The Mascia Law Firm has yet to experience a dropped call or poor call quality since switching to ShoreTel Sky phones. Employees are mobile, Hayes receives fewer administrative calls and costs have shrunk considerably. “When we owned our phones, we were stuck with technology that quickly became outdated,” says Hayes. “Leasing the phones makes more sense for us in terms of available technology, costs and support.”
The expandability of the ShoreTel Sky phones makes it possible for the Mascia Law Firm to grow without waiting on service tickets to get resolved. In fact, the firm recently started a title company. Getting new phones in place for the company took less than a day and involved opening a box from ShoreTel Sky and plugging in the new phones. On-premise phones would have required an extensive process that could have taken months to implement.
“What defines the Mascia Law Firm is our focus on being a service-based law firm,” says Hayes. “We don’t bill hourly. We are here to provide a service and pride ourselves on being there for our clients 24 hours a day seven days a week. When people are about to lose their homes, they are terrified and need to talk to someone to know what’s going on or how to understand a frightening letter from the bank. They should know their attorney and how to reach him or her directly, important factors larger firms struggle with offering. People are paying the Mascia Law Firm to represent them and when they have a question, they should be able to talk with someone knowledgeable. ShoreTel Sky helps us ensure this happens.”Print