How a legal services marketplace set up complex communications: a LegalTech Case Study
In the legal industry, response speed and connection stability are critical. A client seeking legal advice won’t wait — they’ll simply choose another specialist. A leading legal marketplace faced a challenge: how to unite over 80 managers, a custom CRM system, and complex call distribution scenarios into a single, reliable ecosystem.
The Challenge: 5 Competitors and the search for ideal integration
The client approached the choice of telephony with maximum due diligence. Before choosing UniTalk, the company conducted a detailed comparative analysis with five other popular telephony providers.
Key technical challenges to be addressed:
- Custom CRM: Standard “out-of-the-box” solutions were not applicable. Deep and stable integration via API was required.
- Complex Distribution Scenarios: The business needed flexible call routing so that clients could instantly reach the relevant lawyer.
- Team Scale: Over 80 managers who needed to work in sync, regardless of their physical location.
The Solution: Flexible settings and premium support
To implement the request, we introduced a suite of tools that addressed both technical and operational needs:
- SLA Gold: The highest priority level of service. For a large sales and support team, this is a guarantee that any issue is resolved in the shortest possible time.
- FMC Technology: Allowed managers to use mobile phones as part of the office PBX. This ensured mobility without losing control or call recording capabilities.
- Multi-button & Scenario Builder: We set up automated call distribution, which optimized the workload across the team.
- Deep API Integration: UniTalk’s technical specialists helped seamlessly connect the IP-telephony with the client’s self-built CRM, ensuring correct data transfer for every lead.
The Result: Tech support as a competitive advantage
The value of this case lies not only in the features but in the approach. The client emphasized that UniTalk Support was the decisive factor in their choice and long-term cooperation.
- Flexibility for Specific Requests: The ability to customize the system where other providers offered only standard settings.
- Quality of Technical Support: Promptness and expertise allowed for a quick launch of complex processes.
- Communication Stability: Thanks to smart call distribution and high-quality numbers, the marketplace minimized the percentage of lost inquiries.
“For us, the main advantage was not just the availability of tools, but how quickly and professionally the support team helped implement our complex ideas. This is exactly the level of flexibility that a modern LegalTech business needs.”
