Unified Comms and Contact Centre for Legal Services 

The Challenge

When COVID-19 hit, a long-established Australian firm specialising in legal and tender process outsourcing, was suddenly required to transition to a fully remote workforce. With over 80 staff operating across two sites, the business needed to maintain service continuity and performance under rapidly changing conditions.

However, their on-premise phone system was not designed to support remote work. Limitations around call routing, reporting, and mobility created significant barriers to productivity and client service. With increasing pressure to adapt, they needed a communication solution that could:

• Ensure business continuity during lockdowns and future disruptions.
• Support a remote and flexible workforce.
• Eliminate reliance on outdated, office-bound phone infrastructure.
• Maintain visibility and accountability across teams working from home.

The Solution

Arrow was engaged to consult, design, and deliver a cloud-based UCaaS and contact centre solution tailored to the organisation’s needs.

A full communications assessment was completed across both locations, after which Arrow implemented a cloud communications platform that included softphones for PC and mobile, replacing traditional desk phones and enabling staff to work productively from anywhere

Key components of the solution included:

• Cloud-Based Unified Communications: Enabling seamless voice calls, collaboration, and mobility.
• Cloud Contact Centre: Supporting inbound and outbound call management, performance reporting, and queue visibility.
• 24/7 Australian-Based Support: Ensuring consistent service and expert help when needed.
• Project Management & Staff Training: Supporting a fast and smooth rollout.
• Call Routing & Number Porting: Ensuring no disruption during the cutover from legacy systems.

Due to COVID-19 office closures, the usual 6–8 week timeline was condensed into 2–3 weeks. Despite the urgency, the Arrow team worked closely with the organisation to ensure a successful rollout without impacting customer experience.

The Outcomes:

The business now benefits from a resilient and flexible cloud phone and contact centre solution that supports operations across both office and remote environments.

Key benefits include:

• Business Continuity: Communications now operate independently of office infrastructure, protecting against future disruptions.
• Work-from-Anywhere Capability: Staff can connect and collaborate via mobile or desktop, whether at home or in the office.
• Operational Visibility: Team leaders can monitor call activity and performance via live dashboards and reporting tools.
• Seamless Office Moves: When the company relocated its Sydney office, handsets were simply plugged in with no disruption thanks to the cloud-based setup.
• Reduced Overheads: They are now freed from ongoing and expensive maintenance and upgrade expenses, while scalability is now effortless.

Procurement Specialists

Arrow Voice & Data is your trusted partner for complete business communications and technology solutions. As procurement specialists, we manage everything—technology sourcing, project delivery, support, and ongoing optimisation, under one roof.

From urgent transitions to long-term strategy, we ensure your business is equipped to adapt and thrive in a changing world. Whether you’re moving to the cloud, modernising communications, or supporting a hybrid workforce, we’ll help you get it right the first time.