Case Study: LegalVision achieves rapid lead response and higher customer satisfaction with 8x8

LegalVision streamlines communications and boosts customer service quality with 8x8

LegalVision is a Sydney-based commercial law firm (founded 2014, ~110 staff) that serves businesses from startups to large corporates. Rapid growth exposed limits in its legacy telephony (Cisco phones on a BroadSoft/Engin platform), leaving managers with little oversight, constrained call routing and slow responses to high volumes of inbound leads—threatening the firm’s customer experience goals.

LegalVision adopted 8x8’s fully hosted cloud suite (UCaaS, CCaaS and Meetings) in a staged rollout from October–November 2018, with video meetings added in early 2020. The platform enabled automated lead assignment and real-time agent visibility, cutting lead callback time from about 2 hours to 20 minutes and lifting Net Promoter Score from 62 to 71 in six months; the firm now has a scalable communications foundation and is pursuing deeper CRM integration and sentiment analytics.

LegalVision

Evan Tait-Styles

Chief Technology Officer