Commercial Law Firm
A mid-size commercial law firm with offices in Brisbane, Sydney, Melbourne, and a growing remote workforce. With 60 solicitors across 4 locations handling corporate, property, and employment law, client communication was their biggest operational friction point.
What they faced before Talkwisely
With solicitors spread across 4 offices and increasingly working from home, clients had to try multiple numbers to reach the right person. Connection success sat at 71%.
Transferring calls between offices required solicitors to hang up, note the client's number, and arrange a callback. Clients were regularly disconnected or left waiting.
Remote solicitors had no seamless way to receive or transfer calls through the firm's number. Clients were given personal mobile numbers, bypassing the firm's system entirely.
Without call recordings or transcripts, solicitors spent significant time writing up call notes after every client conversation — time billed to admin, not client work.
How we helped them achieve their goals
Every solicitor has one number accessible from their laptop, desktop, or mobile via Talkwisely's softphone. Clients call one number and reach whoever is available, regardless of location.
Inbound calls are routed through an IVR that connects clients to the correct practice group — corporate, property, or employment — without needing a receptionist to intervene.
Talkwisely's built-in team messaging keeps solicitors connected without leaving the platform. Inter-office coordination happens in the same workspace as calls.
Every client call is recorded and transcribed automatically. Solicitors access full written records of conversations directly from their dashboard — reducing post-call note-taking significantly.
Features Used
Measurable outcomes that speak for themselves
Client Connection Rate
Faster Inter-Office Transfer
Less Post-Call Admin
Remote Call Continuity
“Before Talkwisely, a solicitor working from home effectively disappeared from our phone system. Now our 4 offices and our entire remote team operate as one. The auto-transcripts have been transformative for client file management — partners can review any conversation and trust the record is accurate.”
Catherine M.
Managing Partner, Commercial Law Firm
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A boutique UK wealth advisory firm moved from an 88% recording rate and 4% manual QA coverage to 100% automated compliance and AI-reviewed call scoring — without adding a single QA hire.
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