How Michael Best & Friedrich Leverages
IP Communications to Improve Productivity and Collaboration While Reducing Costs
- COMPANY: Michael Best & Friedrich LLP
- LOCATION: Six locations in the Midwest: Milwaukee, Madison, Waukesha, Manitowoc, Wisconsin; Center Valley, Pennsylvania; and Chicago, Illinois
- BUSINESS: One of the Midwest's oldest and largest law firms
- EMPLOYEES: Over 250 attorneys
- IT PROJECT: Streamline communication between attorneys and clients and reduce expenses
- PRODUCTS: Cisco IP Communications: Four clustered CallManagers, Unity Unified Messaging tied to Microsoft Exchange, Unified Contact Center Express, e911 services, Tandberg audio/video conferencing, wireless IP phones
- SOLUTION: Unified Communications
- RESULTS: Improved collaboration between attorneys and clients, reduced costs, ability to manage system in-house, increased employee productivity, and a more user-friendly phone system
Founded in 1848, Michael Best & Friedrich LLP is one of the Midwest’s oldest and largest law firms. Today, the firm comprises more than 250 attorneys in six locations, including Milwaukee, Madison, Waukesha, Manitowoc, Wisconsin; Center Valley, Pennsylvania; and Chicago, Illinois. Clients range in size from one-person startup ventures to Fortune 500 companies.
Situation
“The firm provides quality service to our clients,” said Peter Ferr, Director of Information Technology at Michael Best & Friedrich. “The use of technology helps the firm to maintain its commitment to quality service through improved response times and quick turnaround for client communications.”
Michael Best & Friedrich wanted a new communication system that would connect remote staff and clients, improve efficiency and productivity, and reduce administration costs.
Since it is not always easy for clients to meet at one of Michael Best & Friedrich’s offices, it was critical that the new communication system allow attorneys to come to them, while expanding the system to make it appear as though the attorneys are working from their own office.
In addition, Michael Best & Friedrich needed a system that went beyond a “mysterious box” in their computer room. The system needed to be administered locally by their staff. With their traditional phone system, support response time was slow, and most support was handled remotely. It was often a mystery as to what was actually done to fix problems.
The system also had to be user friendly, as much of the staff was very comfortable with their current phone system.
“The firm provides quality service to our clients”
- Peter Ferr, Director of Information Technology, Michael Best & Friedrich
Leveraging the Converged Network Infrastructure
In evaluating different vendors and their products, Michael Best & Friedrich was looking for proven technologies and a high level of product support.
“We chose the Cisco solution because of the service and backing we have always had with our network products,” said Ferr.
The solution consists of four clustered CallManagers in Michael Best & Friedrich’s four largest offices. The two other offices work off those clusters. The design provides redundancy and continuity for the entire firm. Michael Best & Friedrich also implemented unified messaging using the Cisco Unity server product tied to Microsoft Exchange, which allows voicemail and e-mail to be integrated into one message source. They also added Unified Contact Center Express for their help desk, and configured e911 service.
Implementing Unified Communications
After selecting the Cisco solution, Michael Best & Friedrich began looking for Cisco partners to help design, implement and support their new IP Communications systems. “We selected CDW as our implementation partner based on their level of expertise in the integration of these systems, and their variety of continued support options for the systems once they were installed,” said Ferr.
Michael Best & Friedrich started out with a proof of concept model using one of the remote offices. They setup their first CallManager cluster in the Milwaukee office and created the remote site configuration to work from the Milwaukee CallManagers.
Once the remote site was up and working, the next implementation was the Chicago office. This was due to the consolidation of several local offices into one main building. Once the Chicago office was completed, they opened their Waukesha office, where they could build from the ground up on an install based on new construction.
Throughout this process, Michael Best & Friedrich technicians worked very closely with Cisco and CDW to stay on top of any issues relating to quality or disruption of service. There was minimal disruption of service to the offices during the cut over to the new system in Chicago. The Waukesha office opened as expected without any problems.
In addition, Michael Best & Friedrich staff adapted to the new technology very quickly. “The adaptation of the users of the system was surprising. We had minimal complaints. We had a lot to people praise us for what we did with the system,” said Ferr.
Today, Michael Best & Friedrich continues replacing legacy systems in Madison, Milwaukee and Manitowoc. Additionally, they are relocating their Chicago office and upgrading the first-generation Cisco system to the latest version. Offices were completed in 2006.
The Results: Greater Efficiency, Lower Costs, More Flexibility
The Cisco Solution has given Michael Best & Friedrich a strategic competitive advantage by creating a communications platform that is open to expansion, integration and innovative service solutions. The attorneys at Michael Best & Friedrich now have flexible communication with their clients and their peers. They rely on a system that is stable, reliable and can rapidly adapt to their needs.
“CDW’s commitment is to our service. They learn our business. They work with us to understand our drivers. They react to our needs quickly, and have many resources in different locations making it easier for us to get their help as needed.”
— Peter Ferr, Director of Information Technology, Michael Best & Friedrich
In addition, as communication requirements change, this system can be enhanced, refined and expanded by the Michael Best & Friedrich Technology Services staff.
Having the ability to administer and maintain this system internally takes the mystery out of the traditional phone switch box in the computer room. Michael Best & Friedrich has the depth of knowledge of this system to react quickly for changes and repairs. “We have a partner, CDW, who is there to assist with proactive planning and development of new applications and business objectives,” said Ferr.
Michael Best & Friedrich continues to work with CDW on additional application services for the Cisco system that will improve productivity and provide additional value added client services.
