Friedman, Framme, and Thrush Reduces Missed Calls by 20% with Vonage AI
Friedman, Framme, and Thrush, a mid-sized law firm providing comprehensive legal services, needed to streamline its call management and enhance client communication. By implementing Vonage’s unified communications solution with the Vonage AI Virtual Assistant, the firm successfully automated routine inquiries, improved operational efficiency, and created a better service experience for its clients. The solution led to a significant 20% reduction in missed calls, faster call resolution times, and the ability to provide 24/7 client support.
Challenge
High call volumes; Heavy burden on front desk staff and call center representatives; Lack of detailed reporting and call data
Solution
Vonage Business Communications, AI Virtual Assistant
Results
20% reduction in missed calls; Improved call resolution time; 24/7 client service supportEnhancing Client Service in a High-Volume Call Environment
As a multi-state law firm with its own call center, Friedman, Framme, and Thrush faced the challenge of managing high call volumes while ensuring every client received prompt and effective service. The existing system placed a heavy burden on front desk staff and call center representatives, who spent valuable time answering repetitive questions.
The firm needed a solution that could handle routine inquiries and provide deeper insights into call data to better understand client needs. Their previous providers lacked the detailed reporting and advanced capabilities necessary to support the firm's growth and high standards for client experience.
Steve Myers, Firm Practice Manager, said, "We wanted more detailed reporting and a better understanding of the client experience when they called our office. We weren't getting that with the services we were using before we moved to Vonage. "
Intelligent Automation with Vonage AI Virtual Assistant
Friedman, Framme, and Thrush turned to Vonage to modernize its business communications. Myers commented, “We implemented Vonage Business Communications (VBC) with Vonage AI Virtual Assistant, which we named "Francine," to intelligently manage incoming calls. Francine was designed to handle two primary use cases: offering callers in a long queue the option to interact with the AI assistant instead of waiting, and filtering calls for the front desk receptionist through smart routing and by answering frequently asked questions.
Myers added, “The rollout was a careful, phased process, allowing us to fine-tune the Vonage system based on real-world interaction data and user feedback. This flexibility and adaptability of the system has made a real difference and we couldn’t be happier.”
Measurable Improvements in Efficiency and Client Experience
The integration of Vonage's AI Virtual Assistant with the Vonage Business Communications solution delivered immediate and quantifiable results for Friedman, Framme, and Thrush. By automating the response to routine inquiries, the firm freed up its customer service representatives to focus on more complex client needs that require critical thinking. This strategic shift dramatically improved efficiency and the quality of service.
Myers said, "With Vonage, we’ve reduced missed calls by 20% or more depending on the day. We’ve improved our average call resolution time and have deeper insights into call data to better understand client needs. Vonage has given us a more direct path in helping support the firm’s growth and our high standards for client experience.”
A Vision for Future Growth with an Innovative Partner
The successful implementation of Vonage Business Communications and its AI Virtual Assistant has done more than just solve Friedman, Framme, and Thrush’s initial challenges – it’s opened up new possibilities for the future. The firm is already expanding the use of the technology beyond its call center. Looking ahead, the firm is exploring deeper CRM integration and omnichannel capabilities to create a unified platform for voice, chat, and email, further simplifying the client experience. By partnering with Vonage, Friedman, Framme, and Thrush has improved its current operations and built a scalable foundation for future innovation.
Learn more about how Vonage Business Communications and AI Virtual Assistant can help your business.
