LegalPlace Provides Customer Support to Entrepreneurs Powered by Vonage
Company Size
11-200
Region
- Europe
Country
- France
Product
- Vonage Contact Center
Tech Stack
- Salesforce
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Sales & Marketing
Services
- System Integration
About The Customer
LegalPlace is a France-based company founded in 2016 by a team of engineers and lawyers. The company was established with the aim of democratizing access to law. LegalPlace provides legal services and guidance to entrepreneurs, helping them turn their business ideas into reality. The company has a growing client base, currently serving more than 150,000 clients. LegalPlace's services are powered by Vonage Contact Center (VCC), which is integrated into Salesforce. This integration provides LegalPlace with a scalable, flexible solution that boosts employee experience and productivity, ultimately delivering better customer engagement.
The Challenge
LegalPlace, a France-based company providing legal services and guidance to entrepreneurs, was struggling with its customer support system. The sales team was overwhelmed with the volume of calls, fielding over 200 - 300 calls a day. The company had a single contact number and the team had to manually transfer calls to the right person. This was not only inefficient but also affected the customer experience as it increased the time to first contact.
The Solution
LegalPlace adopted the Vonage Contact Center (VCC), integrated into Salesforce, to improve its customer support system. VCC provides key customer data and insights, as well as communication tools that empower personalized connections across every channel. The solution refreshes lead lists in real time and redirects leads to the right contact, cutting time to first contact by over 50%. This allows the sales team to focus on connecting with prospects. Additionally, VCC automatically routes calls to the right team and person, enhancing customer success. The solution also streamlines follow-up, allowing the LegalPlace team to schedule additional calls or meetings with one click. As LegalPlace's business and customer needs continue to shift and change, the breadth of the Vonage platform offers additional features - including self-serve customer service and AI-powered tools - that can be easily and quickly integrated into the existing solution.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
UBM plc: Taking the pulse of the business and engaging employees with a far-reaching strategic transformation
UBM, a leading global events business, was undergoing a significant strategic transformation named 'Events First'. As part of this transformation, the company was preparing to complete the largest acquisition in its history - Advanstar, a US-based events and marketing services business valued at more than USD970m. The company faced the risk of human capital flight if it was unable to effectively engage top talent with the new strategic direction. UBM needed to make significant structural, process and systems changes, uniting its previously autonomous regional businesses. The challenge was to ensure all of its employees were engaged and aligned with the new future vision.
Case Study
Wittmann EDV-Systeme launches IT monitoring services
Small and medium-sized businesses often lack the know-how and resources required for thorough IT system monitoring. Wittmann EDV-Systeme wanted to launch a solution to plug the gap – enabling it to improve its own competitiveness and that of its customers. IT landscapes are becoming ever more complex and outsourcing is gaining popularity, IT systems must nonetheless remain easy-to-use and extremely reliable at all times. Automated, round-the-clock system monitoring therefore represents an immensely valuable proposition for companies: downtime for business-critical applications can be avoided, and IT systems remain available at all times.
Case Study
Uncovering behavioral insight to help reward and retain the best employees
The HR services company, an IBM client, was facing the challenge of understanding the factors underlying personal employment choices. They wanted to offer their clients unprecedented insight into what motivates employees and prospective job candidates. However, their existing systems were not capable of handling the surging data volumes collected from a wide range of different data sources. With the total volume likely to keep on growing, the firm looked for a solution that could meet current needs and scale to meet tomorrow’s demands.
Case Study
Infosys achieves a 5–7 percent effort reduction across projects
Infosys, a global leader in consulting, technology, and outsourcing solutions, was facing significant challenges in application development and maintenance due to its distributed teams, changing business priorities and the need to stay in alignment with customer needs. The company used a mix of open source, home-grown and third-party applications to support application development projects. However, challenges resulting from distributed teams using manual processes increased as the company grew. It became more and more important for Infosys to execute its projects efficiently, so they could improve quality, reduce defects and minimize delays.
Case Study
Flex Contact Center: Supporting rapid business growth with IBM Connections Cloud and IBM Verse
Flex Contact Center, a professional services company offering telesales, call-center, anti-attrition, back-office, helpdesk and collection services, has grown rapidly since its establishment in 2009. With operations in 12 sites across two states and four cities in Brazil, the company employs more than 11,000 people. However, the company realized that to prevent barriers to future expansion, it was essential to make it as easy as possible for its people to work together effectively—even if they were based in separate geographical locations. Traditional approaches to collaboration—based on email and phone calls—threatened to reduce productivity. Flex Contact Center wanted to enable better collaboration and communication across its workforce, but did not want to make large investments in infrastructure.
Case Study
PureFluent: Connecting to partners and customers through the cloud for enhanced productivity
PureFluent, a translation services company, was facing challenges in managing its translation and document review processes. The company often received files in uneditable formats from customers, which required staff members to transfer text to word processing or spreadsheet documents. During the translation process, maintaining version control was a challenge because PureFluent sent work to hundreds of translators in multiple geographic locations. It was also time-consuming for staff to manage the large volume of emails and FTP transactions required to submit translations for customer review and ensure the integration of requested changes. Furthermore, staff were spending significant time hunting through their emails for specific attachments.
