Mike Morse Law Firm disrupts the status quo with Zoom platform technology

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.

Firm goes all-in with Zoom platform to break new ground

With their current phone system falling short, the firm knew they’d need a new provider. But rather than just replace their phone with a new system, John saw an opportunity to move beyond the status quo and break new ground by upgrading the firm’s entire communications and collaboration technology. 

“The legal industry is antiquated,” John said. “We’re a data-driven organization that uses technology to provide a human touch to our clients.”

Having previously worked with Microsoft for the firm’s digital transformation, John needed a solution that would complement their migration to the cloud and provide a seamless experience for employee-client interactions. After learning more about Zoom’s fully integrated platform, John was eager to move to an all-in-one provider that would replace the need for multiple systems.

Ultimately, the firm chose Zoom for its ease of use, advanced analytics, robust solutions within a single platform, myriad integrations, and ongoing innovations.

“I could have easily said, ‘why pay for another platform?’ but once I saw Zoom, it clicked in my mind. Zoom is simple, they’re the pioneers of videoconferencing, and have the most integrations with Microsoft,” John said. “They’re forward-thinking.”

After deploying Zoom Phone and Zoom Power Pack, the intake team immediately noticed a difference in the clarity and quality of their calls along with clearer insights into each interaction.

More data + greater transparency = instant ROI

With the addition of Zoom’s omnichannel contact center, Jan’s team of intake agents can set their availability status directly inside the contact center, eliminating the need to toggle between different screens and applications. What’s more, the internal contact center chat function allows agents to communicate with paralegals and attorneys simultaneously to get quick answers while still chatting with a prospective client.

For a data-driven law firm like Mike Morse, Zoom Contact Center’s analytics and reporting are especially valuable to track average wait times and call queues, and calculate the cost of each call. Jan uses the data to tie leads back to the advertising source and knows how much it costs to become a client and how much revenue a caller will generate upon successfully resolving the case. This deeper understanding has led the team to be more efficient with their call intake and save an estimated $400,000 annually in operational costs.

“Inside of Zoom Contact Center we have real-time reporting each day, up to the last 60 seconds of the business day,” Jan said. “With other systems we had to log in to another platform to see the reporting, and it wasn’t nearly as comprehensive or accurate. Now, we have dashboards to see the full picture of each call.”

Zoom Contact Center’s visual dashboards complement the firm’s desire for data-informed decision-making and storytelling. By harvesting data through a business intelligence tool and implementing dashboards, John can clearly see where the firm is today and plans to be in the future.

Disrupting the legal landscape with Zoom 

With the success of Zoom Contact Center and Zoom Phone, John dove headfirst into Zoom Workplace, our comprehensive suite of unified communications and collaboration products that help businesses reimagine teamwork.

“When I think of Zoom, I think of Zoom Workplace,” John said. “It’s where we collaborate both externally and internally through one platform.” The firm uses Zoom Team Chat in place of email for quick collaboration and each department has a dedicated chat channel for communication. If a team member needs to quickly reference a particular legal statute, the intake team uses Zoom Whiteboard to draft notes and pin to a chat for easy access during client calls.

“Team Chat is instantaneous. In five chats we can solve a problem that would have once required 20 emails. So we’ve experienced a new level of efficiency,” John said.    

His passion for disruptive technology continues with the firm’s plans to build hybrid-friendly work spaces using Zoom Rooms and Zoom Workspace Reservation, and dive deeper into AI with Zoom’s sales conversation intelligence tool, Zoom Revenue Accelerator.

Technology expertise and success help other firms become Fireproof

Today, the Mike Morse Law Firm is a trailblazer among personal injury firms, known for being unafraid to take risks and move beyond traditional analog practices commonly found in other firms. Their success with Zoom’s cloud-based technology and adoption of Zoom’s total platform makes them a digital-first law firm for others to follow. Through their consulting arm, Fireproof Performance, the Mike Morse Law Firm helps firms and businesses accelerate their digital cloud transformation and cites their experience with Zoom as a key component of their recommended strategy.

“Fireproof supports more than 50 clients, some even bigger than our firm,” John said. “We’re recommending Zoom in various ways to help all of these law firms, each with different brands, identities, and complex infrastructure.” 

As other firms follow in their footsteps, the Mike Morse firm has no plans to slow down with Zoom as a partner.