Case Study: Slater & Gordon achieves work‑anywhere agility and automated self‑serve client intake with 8x8

How integrated communications drives productivity

Slater & Gordon is a large U.K. consumer-focused law firm whose CIO, Jon Grainger, set out to make “work anywhere” and “automate everything” central to its strategy. Faced with the need to scale customer intake, attract talent, and move away from legacy billable-hour models, the firm had to modernize communications and quickly pivot when COVID-19 forced remote working.

The firm deployed distributed devices, security tools and a cloud communications platform to enable multi-channel, portal-based interactions (voice, text, video) and automated routing across regional teams—allowing the contact center to run from “2,000 micro offices” within eight days. The result: faster, more flexible customer handling, reduced email reliance, the ability to introduce self-serve intake with ML triage, and freed-up lawyers who can now focus on high-value work while the firm shifts toward outcomes-based services.

Slater & Gordon

Jon Grainger

Chief Information Officer