Michigan-based Mike Morse Law Firm isn’t your typical personal injury firm. While the attorneys at Mike Morse represent common practice areas such as auto accidents, medical malpractice, and wrongful death cases , (among many other areas), they are also known for their empathetic approach to serving clients and using modern technology to drive business initiatives. For John Georgatos, the firm’s CIO, this forward thinking led him to develop a new technology strategy that became the blueprint for other firms to follow.
As a firm that advertises heavily on TV and online, the firm’s intake team receives more than 500 calls each day and requires a reliable phone system to handle the high volume. When they began experiencing dropped calls, poor call clarity, and glitchy conversations, the firm knew it was time to find a new solution or risk the ability to gain new clients.
“Typically, our clients have just experienced a traumatic event. They call their family, their doctor, and then look for an attorney,” said Jan Rosenberg, director of client experience.
“It’s important to deliver a sympathetic experience and not keep them on hold during a crisis,” John added.