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CTSource, Inc
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Telephone Technology Brings Enhanced Service to ClientsAnd Increased Revenues to Law Firm
The 6 person Boston-based law firm of Bodoff & Slavitt is now able to better service its clients, along with a commensurate improvement in its bottom line. By using state-of-the-art technology to solve its telephone system challenge, this young law practice has already realized increased revenues of over $1000 per week. Bodoff & Slavitt is now poised to grow the top and bottom lines of its boutique legal practice. When Bodoff & Slavitt LLP was formed, partners Joe Bodoff and Evan Slavitt were committed to providing the highest quality of legal representation with an unsurpassed attention to their clients’ needs. Previously, the founders were on staff at another large law firm where they collaborated on many cases. Their individual areas of legal expertise complemented one another. Attorney Slavitt leads the white-collar criminal defense practice, which includes internal investigations and advising companies that have been the victims of criminal activity. Attorney Bodoff leads both the firm’s bankruptcy and creditor’s rights practices, focusing on every aspect of the counseling, turn-around, and bankruptcy of financially troubled entities. Both Joe Bodoff and Evan Slavitt bring their experience to bear in financial restructuring of troubled corporations. Bodoff and Slavitt formed their partnership in 2000. Currently, they have one associate lawyer and three support staff. When the firm expanded recently in caseload and employees, relocation was necessary to accommodate the growing practice. As with any expansion and relocation, many operational decisions and changes were necessary. A top priority, and the greatest challenge, for Bodoff & Slavitt was to upgrade its most vital communication tool, its telephone system. Prior to the move, the old system’s capacity to hold voice mail was too small and there was no way to differentiate between new and saved voice messages. Transferred calls were occasionally dropped. Conference calling in every law firm is important, and this firm was no exception. Its existing, limited, three-way conference call capability was inadequate, and even their speaker phone lacked clarity. Also, reliability in telephone communication was a paramount concern, having struggled with too many phone system outages. With the move came a myriad of telephone options. The partners did what most people do when seeking a change: they asked their friends and colleagues. The firm also considered an older phone system that had been mothballed by a larger firm. At the time of the move, the firm had been utilizing a software program, TimeMatters™, to track billing time. The company that produced TimeMatters also offered an online discussion forum where customers could raise and discuss business issues. The partners presented their quest for a new telephone system as a query to this discussion forum. The TeleVantage system, developed by Artisoft, a Cambridge, Mass. software development firm, was mentioned in the forum as a good product and that it integrated with TimeMatters. After gathering additional information, further input from colleagues, and researching their options, Bodoff & Slavitt focused on TeleVantage, provided by Artisoft, which became the preferred choice. No other phone system had as good a reputation, or range of operations. Cambridge-based Artisoft is a leading developer of open standards-based telephone systems that bring together voice and data for powerful and productive communications. The company’s award-winning TeleVantage system delivers far greater functionality, flexibility, and value than proprietary PBXs. After researching the Artisoft website, the cost and the features of the TeleVantage system were very appealing for this law practice. Bodoff & Slavitt found that Artisoft’s TeleVantage system delivered all the functionality and flexibility that the law firm was seeking. The TeleVantage features that appealed most to Bodoff & Slavitt were the graphical interface between the phone and the firm’s computers. That interface provided the capability to view and manage voice mail on screen (as with e-mail), save voice mail messages on screen, create multiple voice mail greetings, remotely change the voice mail greeting, and seamlessly forward calls using just one telephone number. Also, the TeleVantage phone system easily integrated with TimeMatters. As a result, calls can de dialed directly from TimeMatters and a TimeMatters function allows for a window with note taking capability.
As part of its research, Bodoff & Slavitt was referred to CTSource, Inc. of Marblehead Mass., a TeleVantage provider. Michael Carpenter, President, led the CTSource team that installed the PC-based TeleVantage phone system. The CTSource team also had the expertise to work with and manage the Bodoff & Slavitt computer networking system. Today, CTSource manages both systems at this law practice.
When the TeleVantage system was deployed on December 1, 2003, it was set up as a traditional operator-based system. This was due to the partners’ concern for their client’s reaction to an automated response system instead of a personal greeting. However, clients quickly became far more receptive to the efficient call management process enabled by the automated greeting. When the clients can get directly to their desired extension or voice mail, time spent navigating a phone network or being placed on-hold is greatly reduced or avoided. This is a significant advantage to all involved parties. On-site operator assistance remains an option for the firm.
For the six employees of Bodoff & Slavitt, there was a bit of a learning curve during the first week of system deployment. However, the Carpenter-led CTSource team came in at the end of the first week, conducted an orientation, answered the many questions, and everyone rapidly came up to speed.
The benefits of the TeleVantage system to the Bodoff & Slavitt practice have already been impressive in light of time saved, the efficiency of the personal service provided, the convenience to both the firm and its clients, and the increased billings of over $1000 per week. With the system’s Call Log feature, each member of the firm is able to easily track every phone call, in and outbound, quickly identify how their time has been spent, and bill accordingly. It’s easy, accurate, and very efficient.
The features and capabilities of the TeleVantage system that Bodoff & Slavitt singles out for particular note for any law practice include:
· The Call Log feature that has resulted in increased billings ranging from $500-$1000 per week which is the cumulative billing time for an additional 10 minutes of each of three lawyer’s time over the course of five days. · The graphical interface allows for each staff member to know who is calling before answering a call, be ready with relevant information, and take a priority call when already engaged in another call. · With on screen voice mail and mailbox, messages can be easily transferred to other parties or stored with other case documentation. · Special Codes Routing allows for certain clients and family members to receive special call management and they are able to get in touch immediately, regardless of location or phone number most available. · Human error from operator-based services is eliminated. · Follow Me Calling keeps each lawyer in touch without having to give out cell phone number, while the lawyer’s status in or out of the office and call routing rules can be changed remotely. · Time spent on managing time reports and other overhead items is greatly reduced, allowing for more time for client’s services. · Conference call capacity is increased to 60 possible participant locations. · With multiple voice mail messages readily and remotely accessible, callers get up-to-the-minute access and information. · The sound and voice quality are remarkably clear. · The TeleVantage system is very easy to learn, use, navigate, customize and administer. · Features that were not considered of value at the time of initial deployment have become strong, time-saving and service-efficient functions as office staff became more adept with the TeleVantage system. · The system paid for itself within four months of deployment through increased billings. · Easy integration with TimeMatters software. · Capability to expand to 288 trunks and 728 extensions.
Complementing these system assets was the CTSource team. Carpenter and his team brought the necessary levels of expertise to handle effectively both the TeleVantage system and data network, along with proficient training and trouble shooting.
"TeleVantage has dramatically enhanced our ability to provide the high quality of service to our clients that we strive for. This system allows us to capture billable time that we otherwise might not record and supports our running a highly effective law practice. Having already recouped our cost of the system within a matter of months, we’re confident that TeleVantage will continue to generate a high return to our business” noted Joe Bodoff, Senior Partner.
About Bodoff & SlavittBodoff & Slavitt LLP represents a full range of client companies from publicly traded international corporations to closely held corporations and partnerships. Because of its size, it is also able to represent individuals. The firm’s principal practice areas include civil litigation, bankruptcy, creditors’ rights, restructuring, environment, and criminal defense.
About CTSourceSince 1983, CTSource has been helping clients implement voice and data network solutions that really make a difference, by leveraging state-of-the-art technologies for voice systems, e-mail, FAX, productivity tools, and network administration.
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781.639.9000
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