Simons Muirhead & Burton (SMAB) was established in 1972. It’s a highly rated, firm with a strong reputation in a diverse range of core areas, incorporating an ethos of commercially astute, partner-led and client-centred service provision.
Consistent with the firm’s reputation as a progressive law practice utilising specialists to deliver innovative and practical advice, it provides an accessible, responsive and efficient service through its mixture of home-grown lawyers and ex-City practitioners, many of whom have international expertise.
Even though SMAB has its routes set in London, its growing amount of activities within International markets has put even more focus on the firm’s communication capabilities. Conference calls play a vital role in ensuring the firm can operate globally, without any restrictions or limitations.
As a result of serious booking discrepancies and service issues, SMAB had become increasingly disappointed about the capabilities and level of service being delivered by its incumbent provider.
With the firms conferencing usage growing, serious pressure was being put on the reception team, who were managing the firm’s conferencing usage from a limited spreadsheet of conference rooms.
This manual process lead to scheduling conflicts and risked compromising the integrity of their calls not properly scheduled.
Too few lines and people breaking in on calls when conferences were not properly scheduled.
Marco Cura, ICT Manager, SMAB
The current incumbent also wasn’t able to provide the required international access numbers to support the firm’s new global focus.
Following a focused marketing campaign by SpeakServe around booking and security, SMAB thought they were the perfect partner to help them resolve their current issues.
Following a series of internal workshops, SpeakServe and SMAB agreed upon a new conferencing process, which addressed the challenges faced with the incumbent. The reception team were given access to the SpeakServe booking portal, which enabled them to create unique bookings for each call request.
Apart from addressing the conflicts with scheduling, the portal also integrated in to the team’s outlook program. This enabled the conference details to be seamlessly distributed, removing the manual ‘copy and paste’ processes undertaken by the team.
Over 120 international access numbers were also made available on every booking and could be easily added to the invite in a few click.
“Everyone I’ve dealt with, from our account manager Paul to the support engineers, have been very helpful and have gone that extra mile to help”
“We’ve had no calls being interrupted, we’ve been able to arrange calls very quickly and easily, and we’ve reduced costs. All in all a very positive experience. “
The SpeakServe booking portal has ensured that SMAB conferencing usage can grow in line with its clients expectations, without impacting the integrity or operational cost of the conferencing service.
As with any new solution a lot of time and effort went in to planning, set up and rollout of the solution to ensure SpeakServe addressed all the current issues experienced with the incumbent. The pre-sales team ensured they fully understood SMAB’s requirements, ensuring everyone from the end users through to finance team were getting the solution they required.