Keoghs Case Study

Requirement: Unified Communications

Leading defendant law firm Keoghs required a Cloud-based Unified Communications solution in order to support its business growth and flexible working. Following a successful tender, the firm turned to Managed Technology Service Provider GCI for the solution.

The Client

A Top 100 UK law firm headquartered in Bolton, Keoghs is the leading provider of claims-related services to insurers, businesses and other suppliers to the insurance sector. Three key commitments underpin the Keoghs proposition - investment in people, innovation and delivering results - and the firm strives to use its expertise to create individual solutions for each client that match their requirements in terms of quality, performance and value for money.

Keoghs’ commitment to its staff and clients alike has seen the firm spend three years undertaking a number of complex projects to upgrade and replace its legacy IT applications and systems. A combination of laptop rollout, remote working, digital file and bespoke Tracker case management system assisted in the change to Keoghs’ culture, helping to create a more dynamic workforce. However, the need to introduce flexible working and hot desks meant that traditional desk phones were not meeting the firm’s IT strategy requirements. With ageing private branch exchange (PBX) telephony that was becoming unreliable and a number of Microsoft technologies including Office 365 already in place, Keoghs felt it was a natural progression to move to Microsoft’s Cloud-based Unified Communications platform - Skype for Business - to support a rapidly increasing number of calls. Introduced to the firm by Microsoft, Converged ICT Services Provider GCI were invited to submit a tender which they subsequently won, with Keoghs confident of GCI’s expertise in both Skype for Business and experience in delivering complex services for the Legal Sector.

Technical Solution

GCI proposed a private hosted solution for Keoghs, which would seamlessly integrate with the company’s existing Office 365 solution. This consisted of a Microsoft Skype for Business Enterprise Voice environment on a highly-available, dedicated platform, which has a 99.99% uptime SLA and ensures consistent service for Keoghs. The firm can take full advantage of the Unified Communications capabilities of Skype for Business, which combines voice, video, desktop sharing, conferencing, instant messaging and user presence in one user interface, accessible from any device, anytime, anywhere. Where appropriate, existing DDIs were also ported to provide continuity of service, and selected best-of-breed Endpoints introduced - including handsets and audio conferencing units – which allow staff to easily collaborate with both internal and external stakeholders. 

Keoghs has also recently built upon the Skype for Business framework and implemented Call Analytics to monitor call quality and volume, waiting times and more. The firm is confident that this will help it ensure better utilisation of the platform, as well as highlighting any issues before they become critical to business performance. 

Success and Company Benefits

Keoghs is pleased that it has found a partner that could fully support its journey to the Cloud, as well as providing a solution that will help deliver its IT strategy and support business growth. The firm has been using Skype for Business successfully as a voice and collaboration platform for the last 18 months, and the solution has also supported its digital file initiative by reducing processing time of key documents, centralising control and helping support efficient customer communication. The accessibility that Skype for Business offers has also enabled agile working, allowing Keoghs to reduce dedicated desk space and embrace wider flexible working initiatives. The platform’s straightforward scalability has also proved essential in affording the firm the ability to expand its use across different offices, as well as accommodating users from a recent acquisition with ease. Aditionally, with the Skype for Business framework in place, GCI are now well-placed to support Keoghs with a related Call Centre and call recording functionality in the future.

Darrell Burnell, IT Programme Manager at Keoghs, said: “It was key for us to find a partner that has the experience and expertise to fully support our Skype for Business deployment with pace and confidence. GCI’s track record and their willingness to fully support our potentially complex deployment has convinced us that we have found the right organisation to work with. As well as experience of delivering Skype for Business deployments to organisations with tens of thousands of users, they have a unique blend of capabilities that we could not identify elsewhere.”

 

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