APJ Solicitors

Industry

Professional services

Solution

IPCortex

Location

Warrington, England

Company size

75+ employees

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Our Client

APJ Solicitors specialise in support for financial service providers. Prior to this they were previously part of Money Advice Group – home to some of the UK’s leading financial solutions companies. Offering practical and effective guidance, their advisors provided a confidential and ethical personal service of bespoke debt solutions and advice to their customers.

The challenge

For many years APJ Solicitors had struggled with their incumbent connectivity provider who were unable to keep pace with the need for a fast and reliable solution in line with their business’s expansion. The issue was not localised to one area or solution, but across the board and included concerns regarding out of date technology, poor support levels and lack of dedicated account management and high solution and call costs to name a few.

Key points

  • Supporting over 1,000 calls a day
  • Smoothwall web filtering
  • Proactive monitoring of uptime and increased call quality
M247 provides the best support I have ever experienced from a supplier. It’s the little things that all add up to them being a fantastic supplier – from the support portal giving real-time updates, to the VoIP team who are extremely knowledgeable. Same-day ticket turnaround is a huge boost to our operation.

Chris McCabe

Group Telecoms Manager, APJ Solicitors

Our solution

Business expansion plans that required a provider who could grow with the company

M247 were chosen as the new provider based on their experience and track record of eradicating the type of challenges that APJ Solicitors were facing. M247 were able to provide a fast and reliable SIP solution to replace the outdated ISDN circuits, delivering an extra resilient and diverse connection using both wireless and fibre circuits. Furthermore M247’s responsive support model and robust platform could accommodate APJ Solicitors’s unique set up; assisting in creating local SIP trunks between their phone system and contact centre software, which in turn reduced costs of ISDN lines on both systems.

Implementation

Supporting over 1,000 calls a day

APJ Solicitors’s contact centres take over 1,000 calls a day so it is vital that these are managed efficiently. M247 supplied APJ Solicitors with their Hosted VoIP solution, allowing them to use multiple queues, night modes and have call statistics and reports to help them manage high volumes of call traffic. The solution’s call storage functionality means that FCA-complaint recordings can be easily retrieved for dispute resolution as well as training. Hosted VoIP from M247 also delivers training for staff as supervisors, who can listen to calls, ‘whisper’ to the agent during calls and record the calls for feedback. These call recording backups are stored in M247’s secure colocation centre.

Smoothwall web filtering

In addition to the diverse connectivity and VoIP solution, APJ Solicitors also benefits from the M247 Smoothwall web filtering solution. Previously they manually filtered and unblocked websites on an individual basis. Our web filtering tool now does it for automatically, making filtering of websites much easier to manage with time and resource cost-efficiency.

 

“The internet is the heartbeat of our business. We are a very results driven organisation and without a robust and secure solution, we would be unable to provide that first port of call to our customers.”

Chris McCabe

Group Telecoms Manager, APJ Solicitors

The result

Proactive monitoring of uptime and increased call quality Due to the nature of their business, APJ Solicitors needed absolute surety that any faults would be handled in a timely manner. Because both data and voice are delivered through one provider, M247 can proactively monitor both the uptime and the call quality across the whole of the network. In addition to availability monitoring that comes as standard, any calls that drop below a certain threshold are reported as a fault automatically. Money Advice Group can now run over 100,000 minutes across the M247 platform each week. Given their business model, they cannot afford any downtime so needed a simple transition from IDSN to SIP. Our SIP solution has significantly reduced costs compared to their original phone system. They can now adapt as future business needs change and can add or remove users easily. Plus, they don’t need to worry about upgrading their telephony system as M247 offers automatic free updates as and when new features become available.

Sales: 0808 253 6500

Support: 0161 822 2580

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