For a 150-person law firm operating across 12 offices, every incoming call is a potential client. But without the right system behind it, calls get missed, routed to the wrong place, or followed up on too late. Staff were working without real-time visibility into what was coming in, and leadership had no clear picture of call volume, appointment conversion, or team performance across locations.
They needed more than a phone system. They needed an operations platform built around how their business actually works.
What We Built
We designed and developed a purpose-built operations platform integrating Twilio for intelligent call routing across all 12 office locations. Incoming calls reach the right department every time — whether reception or the call center — with real-time notifications so staff are never caught off guard.
From the moment a call comes in, the platform guides the workflow. Intake forms are tied to law type, appointments are created directly in the system and sync with Outlook, and every interaction is logged against the client record. Role-based access keeps each team member focused on what's relevant to them, with permissions managed automatically through Azure Active Directory.
Dashboards give leadership a live view of call volume, appointment pipeline, and team activity across every office — not a report at the end of the week, but a real-time picture of the business.
The Outcome
- 8,000 calls per month routed intelligently across 12 offices and 2 departments
- Zero unplanned downtime during business hours in 2+ years since launch
- Staff went from reactive to coordinated — real-time visibility replaced guesswork across every location
- Ongoing relationship — ConvergeStack continues to maintain and evolve the platform