Case Study: Mike Morse Law Firm Boosts Efficiency With Zoom

Introduction

Michigan-based Mike Morse Law Firm isn’t your typical personal injury firm. While they handle common practice areas such as auto accidents, medical malpractice, and wrongful death cases, they are also known for their empathetic approach to serving clients and using modern technology to drive business initiatives.

John Georgatos, the firm’s CIO, developed a new technology strategy that became a blueprint for other firms to follow.

Challenges Before Zoom

As a firm that advertises heavily on TV and online, Mike Morse’s intake team receives more than 500 calls each day, requiring a reliable phone system to handle the high volume.

When they began experiencing dropped calls, poor call clarity, and glitchy conversations, the firm knew it was time to find a new solution or risk the ability to gain new clients.

Jan Rosenberg, director of client experience, said, “Typically, our clients have just experienced a traumatic event. They call their family, their doctor, and then look for an attorney,”

“It’s important to deliver a sympathetic experience and not keep them on hold during a crisis,” John added.

The Solution

With their current phone system falling short, the firm knew they’d need a new provider. But rather than just replace their phone with a new system, John saw an opportunity to move beyond the status quo and break new ground by upgrading the firm’s entire communications and collaboration technology.

Having previously worked with Microsoft for the firm’s digital transformation, John needed a solution that would complement their migration to the cloud and provide a seamless experience for employee–client interactions.

After learning more about Zoom’s fully integrated platform, John was eager to move to an all-in-one provider that would replace the need for multiple systems.

Ultimately, the firm chose Zoom for its ease of use, advanced analytics, robust solutions within a single platform, myriad integrations, and ongoing innovations.

“I could have easily said, ‘why pay for another platform?’ but once I saw Zoom, it clicked in my mind. Zoom is simple, they’re the pioneers of videoconferencing, and have the most integrations with Microsoft,” John said. “They’re forward-thinking.”

The Results

After deploying Zoom Phone and Zoom Power Pack, the intake team immediately noticed a difference in the clarity and quality of their calls along with clearer insights into each interaction.

This deeper understanding has led the team to be more efficient with their call intake and save an estimated $400,000 annually in operational costs

For a data-driven law firm like Mike Morse, Zoom Contact Centre’s analytics and reporting are especially valuable to track average wait times and call queues, and calculate the cost of each call… Now, we have dashboards to see the full picture of each call.

With the success of Zoom Contact Centre and Zoom Phone, John dove headfirst into Zoom Workplace… The firm uses Zoom Team Chat in place of email for quick collaboration… In five chats we can solve a problem that would have once required 20 emails.

This shift resulted in increased efficiency, with problems being solved faster and communication becoming more streamlined.

The firm’s commitment to innovation continues with plans to build hybrid-friendly workspaces using Zoom Rooms and Zoom Workspace Reservation, and to explore AI capabilities with Zoom Revenue Accelerator.

Today, the Mike Morse Law Firm is recognized as a trailblazer in the legal industry, leveraging Zoom’s cloud-based technology to become a digital-first law firm that others look to for guidance.

Through their consulting arm, Fireproof Performance, the firm helps other businesses accelerate their digital transformation, with Zoom as a key component of their strategy.

As other firms follow in their footsteps, the Mike Morse Law Firm remains committed to continuous innovation with Zoom as a strategic partner.

“When I think of Zoom, I think of Zoom Workplace,” John said. “It’s where we collaborate both externally and internally through one platform.”

The firm uses Zoom Team Chat in place of email for quick collaboration and each department has a dedicated chat channel for communication.

If a team member needs to quickly reference a particular legal statute, the intake team uses Zoom Whiteboard to draft notes and pin to a chat for easy access during client calls.

“Team Chat is instantaneous. In five chats we can solve a problem that would have once required 20 emails. So we’ve experienced a new level of efficiency,” John said.

This blog post has been re-published by kind permission of Zoom – View the Original Article

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