Legal for Landlords transforms contact centre with Zoom
Legal for Landlords (LFL) is a complete insurance, referencing and professional services partner for landlords and letting agents. LFL is a one-stop shop that takes care of every step of the lettings process from referencing to insurance, evictions, and debt recovery.
The challenge
For many years, LFL relied on a legacy analogue phone system for both internal and customer communications. However, as the company grew, it became evident that the system no longer met their requirements.
LFL wanted a fully cloud-based solution that brings both internal communications and contact centre operations in one place.
We spoke to Hayley Finch, Product Manager at Legal for Landlords to understand more about their challenges and how they transitioned to a modern UCaaS and CCaaS solution.
One of the main issues with LFL’s legacy solution was its reporting, which failed to provide a clear picture of team activity as Hayley explains.
“The reporting in the old system was based solely on phone recordings. This meant that unconnected calls or voicemails weren’t accounted for, making it appear as though our teams weren’t as productive as they actually were.”
“We couldn’t accurately track how many outbound calls were made or how often voicemails were left. Without that data, it was difficult to do performance reviews or monitor team activity effectively,” says Hayley.
The solution
“We looked at a few options including 3CX and Zoom and had demos for these solutions with CloudClevr experts.
Apart from a single solution for both phone and contact centre needs, we also wanted the auto-dialer feature, AI features and a promising roadmap so we know the solution can accommodate our growing needs”, says Hayley.
Initially, LFL was impressed with Zoom’s capabilities but thought it might be outside their budget. However, CloudClevr guided them in identifying the right package tailored to their requirements.
“CloudClevr helped us understand not just the overall features of Zoom but also how the platform could address our specific needs as a company. After comparing it with options like 3CX and Gamma, we felt Zoom was the right choice.”
“Zoom’s commitment to advancing the platform’s AI features gave us the confidence that we wouldn’t be left behind in a few years when AI will have a massive impact on our industry.
We wanted to partner with a company and adopt a solution that would evolve with the times and we found that CloudClevr in partnership with Zoom, would be the best solution for us,” added Hayley.
The results
Since implementing Zoom, LFL’s contact centre operations have been transformed.
“It’s now a lot easier for me to make changes on the fly to improve call efficiency. The day-to-day management of the system is also a lot simpler.”
With the auto-dialer feature, LFL has seen significant cost benefits to the company by not having to replace the talent pool if someone leaves the team.
“The team dynamics have changed completely. Our agents don’t have to leave voicemails constantly because the system takes care of that for us. They’re more productive having real conversations with people.”, explains Hayley.
They also have full visibility into key metrics such as time spent on calls by agents, and line usage that allows LFL to redistribute resources where it’s needed the most.
Hayley is all praises for the way CloudClevr managed the implementation too.
“CloudClevr was fully transparent right from the time we ordered the solution till going live. We had a dedicated point of contact who guided us through everything – How the solution works and how it could benefit us.”
“The transition from our old systems to Zoom has also been really smooth. There have been no connectivity issues or any other disruptions. Everything has been perfect.”
“CloudClevr’s support team has been exceptional. They make sure no question feels silly. In tech, it’s common to feel hesitant about asking questions that might seem obvious, but CloudClevr never made us feel that way.”, concludes Hayley.
Looking ahead, LFL is keen to unlock the full potential of Zoom CCaaS solution, particularly its AI capabilities, to further enhance agent productivity, and customer satisfaction and ultimately help the business grow.
