For law firms, every missed call is a missed opportunity to support a client.
Sentrian's hosted telephony helped a growing Victorian law firm streamline communications, improve staff flexibility, and gain better visibility into client calls by bringing calling directly into Microsoft Teams.
This multi-office legal practice was already using Microsoft Teams for collaboration, meetings, and messaging. However, its phone system remained separate, creating a fragmented user experience and unnecessary complexity for staff and administrators.
By implementing Microsoft Teams Calling through Sentrian's hosted telephony, the firm consolidated calls, meetings, chat, and collaboration into a single platform, creating a simpler, more connected way of working.
Modern law firms need more than a traditional phone system
The firm's existing phone system operated independently from Microsoft Teams, requiring staff to switch between communication platforms throughout the day.
This disconnect created challenges around staff availability, workflow consistency, and user experience.
"The main issue was that calling sat outside the platform our staff were using every day for chat, meetings and internal communication."
- Business Systems Manager at the law firm
With staff working across multiple offices and flexible work arrangements, the firm wanted a phone system that aligns with the way its people work.
Bringing business calls directly into Microsoft Teams
The firm chose Microsoft Teams Calling because it allows calls, meetings, chat, and collaboration to sit within a single platform, simplifying the user experience.
Sentrian worked closely with the firm's internal team to manage number migration, call routing, testing, and implementation.
"The migration was well managed and largely seamless from a user perspective."
The transition was carefully planned to minimise disruption and support user adoption from day one.
"Sentrian was the right partner because they understood both the technical requirements and the practical business impact of the change."
Because Teams was already embedded within the organisation, staff could quickly take advantage of the new capabilities.
"Calls, meetings, chat and collaboration now sit together in Teams, which reduces friction and makes communication easier."
Improving client responsiveness through better call visibility
For law firms, visibility over client communications is essential.
Microsoft Teams Calling provides greater visibility into call activity, call queues, and missed calls, so that the firm can better manage client enquiries and maintain high service standards.
"The ability to review call activity and improve visibility over missed calls or unanswered calls is valuable for a law firm because client contact and responsiveness are critical."
The firm also established a stronger foundation for future reporting and call-handling improvements.
Supporting flexible work across offices, home, and court
One of the most valuable outcomes has been the flexibility provided by Microsoft Teams Calling.
"Staff can now make and receive calls from within Microsoft Teams, whether they are in the office, working from home, or on the go."
This consistent experience helps lawyers and support teams stay connected without relying on separate platforms, multiple phones, or physical desk phones.
Simplifying telecommunications administration with Microsoft 365
Moving telephony into the Microsoft environment has also simplified administration for the firm's technology team.
Managing users, call arrangements, and communications settings now aligns more closely with the firm's broader Microsoft 365 ecosystem, reducing complexity and improving operational efficiency.
Business outcomes of hosted telephony for law firms
Since implementing Sentrian's hosted telephony and Microsoft Teams Calling, the firm has benefited from:
- A single platform for calls, meetings, messaging, and collaboration
- Improved flexibility for lawyers and support staff
- Better visibility of missed calls and client enquiries
- Reduced reliance on separate communication systems
- Simpler telephony administration
- A smoother experience for staff across multiple locations.
As the firm continues to evolve, it now has a communications platform that supports modern legal practice while helping deliver the level of responsiveness clients expect.
"Having the right partner makes a significant difference, and Sentrian helped us approach the project in a practical and well-managed way."
Explore hosted telephony for your law firm
Modern legal practices need communication systems that support flexible work, improve client service, and simplify administration.
Sentrian's hosted telephony combines enterprise-grade reliability with the simplicity of Microsoft Teams Calling, helping law firms stay connected across offices, at home, and on the move.
Speak with our team to discover how Sentrian's hosted telephony can help your firm improve client responsiveness, streamline communications, and support the way your people work today.
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