Wayman & Long is a long-established legal firm, having served Sudbury and the surrounding area since 1840. It offers a broad range of services, specialising in agricultural and rural affairs, and have two offices in the local vicinity. Having just moved to larger premises, they decided to upgrade the business phone system to meet the requirements of a growing team.

Director Stephen Whiskin, first came in contact with Berry through our telemarketing team. Stephen said that he was impressed by how we approached him, with what we could offer, and was keen to see more, so booked a consultation. Stephen knows that you only get one chance to make a first impression with people that call your business and so loved the feature rich Ericsson-LG system.

The challenge

Berry’s challenge was to supply a system that would support a growing organisation, providing features that enable first class customer care. The client required a solution that would aid staff to work efficiently and present a consistent professional service, with the highest levels of care for their customers at all times. Wayman & Long didn’t want to miss any calls, and wanted to ensure voicemails were addressed in a timely fashion. The client wanted a personalised on-hold messaging service without having to pay an external supplier, and they wanted call recording to aid staff development and training.

The solution

Berry supplied a new Ericsson-LG office telephone system with iPecs software. Wayman & Long’s two sites are now integrated, so calls are answered within four rings, and one branch can transfer to the other seamlessly. The remote working Barrister is now included within the system, which helps ease communication between departments. Call recording supports Wayman and Long in maintaining training standards. Being able to monitor who is doing what, via the call management dashboard, enables the business partners to see who is on the phones most, and allocate resources accordingly.

Specifically, using voicemail to email has meant that messages are dealt with more efficiently, not only providing existing customers with great response times, but allowing staff to respond to new enquiries quicker, so they are less likely to go elsewhere. 

Stephen says that “we love our system from Berry, we are paying the same as we were with previous suppliers, but getting so much more for our money. It improves the client experience, and if we ever need assistance, Berry are very responsive.”