Horten is the 5th largest ”Full Service” law firm in Denmark, with special focus on business and public law. Horten consist of approx. 250 employees and moved to new office buildings in Hellerup by mid November 2009.

During the movement, Horten decided not to bring along their old legacy PBX; Ericsson Business Phone to their new office building, so from the very first day at their new business address, they also activated a brand new telecom system from Microsoft.

 

The challenge

Even though Horten was able to implement a bunch of new telecom features into their new office building, it was still very important that Horten was able to continuously deliver their well known customer service; physically when customers was visiting Horten in Hellerup, as well as when clients calling Horten directly by phone.

”It has always been very important for us to be able to deliver a high degree of personal touch to our clients, including over the phone from the very first second they call us. Our main business is of cause to deliver first class legal advice, but if it is not done “hand-in-hand” with a solid service experience, we might face a problem quite fast” states Mr. Nicholas Hansen, IT Manager at Horten. “For us it is very important to have the right tools for i.e. our switchboard/receptionists, as they are by far the most important interface toward our customers and business Partners. But it was not that easy to find a professional attendant application that could fulfill our expectations in that area” Nicholas Hansen continue.

Horten implemented from the start Microsoft’s own attendant solution; Lync Attendant 2010, even lack of some features when it comes to fast and flexible call handling. Due to that, a process was initiated to find and evaluate suitable alternatives.

 

The solution

The telephony implementation at Horten today consist of a pure Skype for Business (Lync) in conjunction with the employers cell phone. And as the Attendant solution, Horten chose a solution from Competella based on the product; Competella Attendant Console.

”I had for long time been looking for a switchboard/attendant product that was 100 % integrated with Skype for Business platform, delivering at the same time a maximum utilization of i.e. the MS Exchange, but also allowing a smooth integration to other external systems, having the administration of the complete Telco system as nice and easy as possible. And as far as I could see, Competella was the only supplier able delivering this” explains Nicholas Hansen.

Together with the Competella solution, Horten has achieved following improvements compared to their previous product:

  • Improved queue-functions
  • Calendar integration (i.e. showing current absence and future meetings)
  • Improved mail integration
  • New search features
  • New and additional info (about the Horten employees)
  • New service functions (improving the service level at Horten)
  • Improved response time
  • Less waiting time

 

Statement

”The improvements with Competella Attendant Console are obvious, and today we have a flexible solution that exceed our expectations and requirements for a modern attendant solution. The implementation and especially having Competella as our sparing was an extraordinary positive experience. As we see it, we have got a unique and future proof solution from a supplier we believe in” states Nicholas Hansen; IT-manager – Horten