Ashurst LLP, a global leading law firm with over 7,000 employees across 32 countries, embarked on a transformative initiative to modernise their operations by migrating services and infrastructure to the cloud. This strategic move aimed to decommission their on-premises technology and streamline their Unified Communications (UC) estate, which previously involved multiple suppliers and technologies integrated into their Skype for Business and contact centre setup. With the end-of-life notice for Skype for Business, Ashurst recognised the need for a future-proof solution and partnered with Red Rose Technologies (RRT) to build a comprehensive migration plan centred around Microsoft Teams.
RRT were brought in to build and manage this project from start to finish, collaborating across all levels of Ashurst. Their role encompassed all available options for voice and collaboration within Microsoft Teams, taking into account Ashurst’s extensive global presence and the critical importance of uptime, Service Level Agreements (SLAs), and disaster recovery (DR). A significant requirement of the project was to integrate contact centre technology for Ashurst’s internal IT support and concierge services, which were previously on separate platforms. Additionally, from a sustainability perspective, there was a goal to reduce the number of physical devices, such as Session Border Controllers (SBCs), which Ashurst had in abundance managing their current setup. A major driver for this project was to ensure users could remain within the Microsoft Teams environment.
Red Rose Technologies adopted a methodical approach to ensure the success of the project. The first step was to conduct a comprehensive technology and cost audit across Ashurst’s global estate. This audit provided a clear understanding of the existing infrastructure, costs, and areas for improvement.
Following the audit, RRT transitioned into understanding user requirements by engaging with various user types from different countries. This involved interviewing and observing how users worked on a day-to-day basis to identify any productivity hindrances caused by the current setup. A key objective was to enhance the relationship between IT and technology teams with their user and client base, ensuring that every opportunity to increase first-time resolutions was considered.
Armed with this vital information, RRT was in a position to advise on the technologies that matched Ashurst’s global strategies. These strategies included reducing the number of suppliers, improving self-sufficiency, and gaining better control of the estate. RRT produced detailed reports and conducted workshops outlining the various options for voice and collaboration within Microsoft Teams, ensuring alignment with Ashurst’s global strategies. This approach ensured that all involved with the project understood all the available MS Teams voice solutions.
RRT’s approach involved conducting a procurement campaign, inviting a selection of global market-leading vendors to showcase their technology and approach. Working closely with Ashurst’s purchasing leads, RRT produced a comprehensive purchasing campaign. RRT coordinated the entire project on behalf of Ashurst, running numerous demonstrations and workshops to ensure the best and final proposals from successful vendors were obtained.
The project successfully introduced a telecommunications vendor to act as the carrier and backbone for a user-facing Microsoft Teams interface. This strategic move reduced the number of suppliers and provided a single platform approach, enabling Ashurst’s global presence and telephony breakout. The selected vendor, a market leader in the Gartner Magic Quadrant, was chosen not only for their advanced technology but also for their clear cultural fit, understanding Ashurst’s values and desired outcomes. This alignment ensured a seamless integration and supported Ashurst’s long-term strategic goals.
TR LLP, a multisite national law firm, partnered with RRT to transition from an outdated on-premises telephone system to a modern Unified Communications (UC) and Contact Centre (CC) solution. The existing system was at maximum capacity, with escalating costs and inadequate support for remote workforce. Additionally, the lack of reporting capabilities hindered the firm’s ability to make quick business decisions based on demand or spikes in call or web traffic. As a high-profile and growing law firm, TR LLP required a future-proof solution that aligned with their expansion plans and high standards for client care.
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