Rosen Law Firm Leverages its Business VoIP Phone System

http://www.rosen.com

About Rosen Law Firm

Lee Rosen is a family law attorney in North Carolina with offices located throughout the state. He and his employees at Rosen Law use Vocalocity (now Vonage Business Solutions) as their hosted phone service solution to work from anywhere while still providing their clients with secure, clear phone calls.

The Problem

A few years ago, Rosen Law was using an on-premise solution. Their Windows servers had all the issues that come along with an on-site setup: fees associated with an IT specialist, space limitations, energy bills and frequent hassles with system changes. Not only did they have to pay a technician to come to the office to make changes to the system – per server – they also had to pay support fees to their phone service provider which was an entirely separate fee from the phone connection.

“With Vocalocity (now Vonage Business Solutions), it’s actually very neat because there’s always something new happening and we don’t have to pay extra for it. It’s like a treat every few months. It’s phenomenal because most of us are used to buying a solution and being stuck with it until we buy something new.”

Additionally, their old system required them to choose from a series of features in annual releases. Rosen Law needed to make a yearly decision to commit to a very expensive solution with an inflexible feature set. The firm began actively looking for a business-class solution provider that allowed them to not only save money, but also wrap service and support up in the same monthly package.

Switching to Vocalocity (now Vonage Business Solutions)

Lee notes that switching to Vocalocity (now Vonage Business Solutions) from their old solution was nearly seamless and caused no interruption to service. They chose metered extensions for the conference room, unlimited extensions for the majority of employee phones, and virtual extensions for remote employees.

“It’s like one minute of change when we need to adjust our extensions. It’s as easy as logging in, making a change, clicking ‘OK’ and you’re done. We can change our entire setup in minutes.”

Rosen Law is a fairly small office, and the management of Vocalocity (now Vonage Business Solutions) has been delegated to an administrative assistant. When employees have a question about customizing their extension or using a feature, Lee says that this person is able to teach the rest of staff about the system quickly and easily.

“Using the online portal is no harder than playing an online game – our staff grasps the concepts of the portal in just minutes and they’re up and running with no trouble at all.”

Once trained on the user portal, Rosen Law’s employees have found it very easy to log in by themselves to make changes to their voicemail, Never Miss a Call settings and more. If they do have complex issues, Lee finds that the Customer Care department has been helpful in talking end-users through problems and getting them back on track.

“We’ve been very pleased with the demeanor and attitude of the Vocalocity (now Vonage Business Solutions) Customer Care staff. They walk our users through the problem, help them find a solution and we’re good to go. They don’t put us in an endless loop of telling us to get in touch with another provider.”

Few of Rosen Law’s users are in the office on a regular basis – because of their travel schedules, they tend to work remotely from a coffee shop or a courthouse and note that using the mobile app and softphones help them stay connected.

Results

Since moving to Vocalocity (now Vonage Business Solutions), Rosen Law’s biggest difference is that they have managed to slash their phone costs in half. The firm also signed up for the Company Call Recording Service and uses it to train new hires and current employees to identify what does and does not work during phone calls.

“Company Call Recording is a feature that goes straight to the bottom line. That feature makes us money because we can listen to those calls, talk to employees, and watch them improve moment by moment. One day’s worth of Call Recording pays for Vocalocity (now Vonage Business Solutions) for a year – literally – by taking an employee and improving their skills over the course of just one day.”

Rosen Law has also been able to manage communications with employees from halfway across the world – their operations specialist travels extensively and manages to stay connected with excellent clarity from Spain, Alaska, Argentina and Egypt. And when it comes to attracting and maintaining top talent, Lee notes that when the firm’s managing attorney moved to another state, they were able to keep her on – an HR capability that couldn’t have been possible with a traditional phone system. Employees travel on their own time with no consequences to the firm’s operations or professional presence.

The Bottom Line

Rosen Law has saved hundreds of dollars on their phone system, they’ve managed to increase their reporting and training functions to build a more effective workforce, and their employees have more of a work/life balance with added travel capabilities.

“It’s one thing to work remotely with a cell phone. It’s an entirely different thing to have your computer and phone built into one device and have that extra functionality. It makes you feel like you’re at the office with your normal tools in front of you.”

If you’d like to see for yourself how Company Call Recording can be an effective training tool for your employees, call us about a free trial offer at 877-497-3311.

To learn more about Rosen Law Firm , visit www.rosen.com