2020 has been a challenging and disruptive year due to COVID-19, and Legal Stream like many businesses found themselves needing to suddenly transition to a dispersed workforce, whilst ensuring business continuity, staff productivity, and continuing to meeting client needs.
Legal Stream faced the challenge of how to manage staff working remotely, and maintain their productivity and accountability. Their need to rapidly adapt to the unfolding pandemic was complicated by their on-premise phone solution and call reporting functionality. The existing setup was not fit for purpose when it came to handling the high volume of inbound and outbound calls managed by the business, and meeting the needs of a remote workforce.
Legal Stream’s business continuity now relied on a unified way of communicating and collaborating through a transition to a cloud-based phone and contact centre solution. Staff needed to be able to communicate via mobile and PC applications. Moving employees in-office setups including their desk phone to a home office was not an option.