How Marrickville Legal Centre improved call management and reduced telephony costs by 50%using HelloTeams
Marrickville Legal Centre (MLC) is a community legal centre that provides free legal information, advice and casework to people in need.
HelloTeams helped Marrickville implement direct-routed Teams Phone, improving call management and reducing costs.
Client
Marrickville Legal Centre (MLC)
Website
What we did for MLC
- Replace a previous carrier that discontinued service in Australia
- Improve call flow and management ease
- Reduce telephony costs
Our comms provider just ended services completely in Australia and we had an old SIP system that was very clunky to use. We were looking for a way to manage our call flows better.
Tu Le
Communications and Strategic Partnerships Manager, Marrickville Legal Centre
The Problem
When their carrier discontinued service to Australia, MLC faced a crossroads:
Replace that carrier and keep working with an outdated SIP system, or switch to a modern UC platform.
Their current system was clunky, expensive, and time-consuming to use, so the decision was easy – and Teams Phone was the obvious choice.
It had all the right capabilities, neatly packaged under the Microsoft umbrella.
But they also needed a provider who could streamline the direct routing process–a provider like HelloTeams.
The Solution
HelloTeams’ built-in automation made the rollout process fast, easy, and error-free.
The MLC IT team was able to quickly configure call routing, making it easier for vulnerable callers to reach the right staff members.
They also leveraged Teams’ automatic transcription – no more manual voicemail writeups, just faster response times and better coordination.
We used HelloTeams to set up our auto-attendants and call flows. How calls are managed is much more efficient now – everything goes to the appropriate voicemails and appropriate staff members. And the automatic transcribing from Teams is a massive help.
Alex Kim
Operations Officer, Marrickville Legal Centre
The Outcome
With HelloTeams, MLC has done more than just improve customer service.
They’ve cut their telephony costs by 40–50%, and, thanks to straightforward, seat-based pricing, have better budget predictability.
It’s also easier than ever to onboard call centre staff.
With one-click number assignation, MLC can quickly deploy their large volunteer base and respond to peak demand.
That means more support for the people who need it most– and a greater impact across the Sydney community.
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Every dollar we save with HelloTeams is another dollar we can reinvest into the community. That means more legal representation for clients who require it, so, for us, lower cost was a big part of what we required and what HelloTeams provided for us.
Tu Le
Communications and Strategic Partnerships Manager, Marrickville Legal Centre
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