Data security is our top priority
Blum&Grob is a Swiss business law firm based in Zurich. The team consists of about 50 employees and specialists in various areas of business law.
Blum & Grob has been using peoplefone for its phone system since March 2023. Why were you looking for a new phone solution?
We previously had an on-premises phone system that had reached the end of its life cycle. Upgrading it would not have made sense and would have become too expensive. While searching for a new solution, we quickly settled on 3CX or Microsoft Teams.
Why did you choose the “peoplefone 3CX HOSTED” solution?
All of our applications are already in the cloud, which is by no means a given for a law firm. That’s why it was a logical step to switch to a cloud-based solution for our phone system as well. As part of the transition, we also switched to peoplefone phone numbers so that we could have everything from a single provider.
What were the main reasons for switching to peoplefone and its installation partner, Teleinformatik?
Maintaining attorney-client privilege and professional confidentiality is absolutely central to our work. Consequently, we were looking for a partner who could guarantee 100% data security in Switzerland—just like peoplefone. In addition, we sought references for peoplefone from people we know. And our IT support provider, Exxo, has also been working successfully with peoplefone and Teleinformatik for years. Ultimately, cost was also a factor.
Were there any other specific requirements besides data security?
Some of our clients still use fax, so fax integration was important to us. In addition, the phone system was integrated with our CRM system to simplify call routing. This allows our reception staff to forward calls directly to the appropriate person within the law firm. Since we often receive multiple incoming calls at the same time, it’s essential that call forwarding works simply and efficiently.
How did you and your staff experience the transition?
The transition went smoothly overall. We have a very diverse user base at our firm: on the one hand, there are colleagues who are tech-savvy, and on the other, there are those who need more support during such transitions. For example, some had trouble adjusting from a desk phone with a handset to the virtual solution combined with a headset. We’re grateful that we had Steven Rey from Teleinformatik as our project manager, who guided the transition and training with the patience of a saint. (laughs)
How satisfied are you with the new 3CX solution?
In the first two or three weeks, we had to reach out to support a few times, mainly because we were no longer familiar with the processes, or because we’d forgotten what had been explained and demonstrated. (laughs) The system itself runs smoothly, and the voice quality is good. Both of these are essential for us.
In your opinion, what are the most important advantages of the solution?
Thanks to the mobile app, our employees can now make calls via the business number from anywhere. This goes hand in hand with the “one number” implementation, which is important for our public image. The cloud implementation makes us less dependent on a specific location in many ways.
Thorough preparation by the installation company is key for such transitions. How did you find working with Teleinformatik?
Everything went smoothly, efficiently, and quickly. And Steven Rey worked very efficiently, always responded quickly to our concerns, and—as mentioned—showed the necessary patience. Fortunately, we never had to worry about finding a backup solution for project management.
What else would you have liked to see from peoplefone and Teleinformatik?
First of all, I’d like to emphasize that they implemented everything exactly as we’d briefed them. Perhaps we would have liked the people in charge to have been even more proactive in bringing various options to our attention—in line with the “know your customer” principle. A lot of it was reactive, but we also had a tight timeline. That said, I’m really just complaining on a high level. (laughs)
Would you recommend both companies?
Yes, there’s no reason not to. Working with peoplefone is smooth and straightforward; they’ve been a reliable partner for us so far. The implementation by Teleinformatik was also very efficient and well-balanced in terms of effort and performance. And 3CX is a market-ready product that enjoys high recognition.
Interview with Oliver Achermann, COO and Head of Business Development at Blum & Grob Rechtsanwälte AG
June 13, 2024, by Alexia Zufferey