Mayo Wynne Baxter Case Study
About Mayo Wynne Baxter Solicitors
With five offices across Sussex and employing nearly 200 staff, Mayo Wynne Baxter LLP is one of the largest and leading solicitor practices in the South East.
Priding themselves on a professional, yet friendly and approachable style, Mayo Wynne Baxter have a large growing number of commercial as well as private clients, for whom exceptional service is a must.
Managing the IT, practice strategy and operations, it was the task of Practice Director, Sue Gadd (pictured above), to find a communications solution that would allow Mayo Wynne Baxter to manage its ever growing customer base effectively and facilitate close inter- office working.
The Problem
With five offices using four different telephone systems and a significant volume of calls between the offices, Mayo Wynne Baxter were experiencing significant call spend on internal calls.
Having already had a Voice over IP link between two of their offices, experienced IT consultant and Practice Director, Sue Gadd, was convinced that Mayo Wynne Baxter needed an IP based solution that linked all of the offices and went out to tender.
Choosing Cavendish
Cavendish had managed the communications at one of the offices previously and was included in the tender.
Delivering Choice
Talking about the response from Cavendish, Sue Gadd said, "One of the things that we liked about Cavendish was that they offered us three IP solutions from different manufacturers, each with different functionality and costs.
Cavendish were able to demonstrate all three systems working at their offices, which was a big help when it came to deciding which was the right solution for our business."
Responsive
Talking about Cavendish Sue Gadd went on to say, "Some of the other factors which helped us choose Cavendish was the fact that they were a local company which we like dealing with and they have always been very responsive when answering any issues we raised."
The Installation
Commenting on how well the installation went, Sue said, "The new system was rolled out office by office and the installation was project managed very well by the Cavendish team and within timescales.
I wanted us to have the ability to manage any minor issues internally, so Cavendish provided us with technical training for our IT team which worked very well.
The Benefits of IP
Talking about the benefits that the IP solution had delivered Sue Gadd said, "Training the staff to use the new system was straight forwards and we are now able to transfer calls between the offices, short dial colleagues, wherever they are and even divert calls to our mobile numbers or another land line.
This means that staff can work effectively from any of the offices and still receive calls to their normal extension number or if necessary work from their homes as if they were in the office."
A Positive Impact
Talking about the impact that the new communications had had on business operations, Sue said, "Our receptionists can all answer incoming calls to any of the offices, which keeps client waiting times to a minimum. This also provides us with business continuity, should we have a problem accessing one of the buildings. Staff and partners are geographically invisible now and are able to provide a seamless service to our clients.
We have reduced call costs between offices as these are now effectively free. We have better call reporting which makes finding callers' numbers simple and has provided the tools we need to monitor and develop staff if needed."
Service and Support
When asked about the service and support from Cavendish Sue said, "It's much simpler having a single supplier for our communications with one point of contact.
If we have any problems, I simply call Cavendish and they just sort it out. Messages get through if our account manager is not free, the support staff all seem to know us and we get a prompt call back inf needed."
Account Management
"We enjoy regular visits from our account manager who updates us on new products and services as they become available and gives us a chance to ask any questions we have or explore any new ideas that we have been thinking about."
Similar Values
Discussing the similarities between Cavendish and Mayo Wynne Baxter, Sue Gadd said, "Our core values are delivering exceptional service from outstanding staff and we expect the same from our suppliers. We get this from Cavendish."
Recommendation
Sue went on to say, "I would recommend Cavendish to any other business for their customer service, technical knowledge and listening to their customer's needs. The Cavendish team are able to talk to us in our own business language."
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