Digital transformation is reshaping industries, and Wollens Solicitors is an excellent example of merging new technology with existing infrastructure. The UK-based law firm has partnered with Zoom to streamline its communication and improve client services, showcasing the impact of innovation in the legal sector.
Wollens Solicitors, a prominent UK-based law firm providing the full spectrum of legal services, has undertaken a remarkable digital transformation journey. At the heart of this sits their partnership with Zoom, which has revolutionized their communication and collaboration methods and established a new benchmark for innovation within the legal sector.
Seamless Integration with existing Citrix infrastructure
The decision to transition from traditional physical desk phones to a modern communication system has been a pivotal aspect of this transformation. By equipping employees with wireless headsets with noise cancellation and implementing the Zoom Workplace mobile app, Wollens has established a flexible and efficient communication framework. This shift has notably enhanced internal processes and enabled greater responsiveness in client interactions. Consequently, employees now possess tools to help them collaborate more effectively, whether at their desks, on the move, or working remotely, so client service remains seamless and of the highest quality.
One of the most impressive aspects of Wollens' digital overhaul is the seamless integration of Zoom with Citrix, the virtual desktop platform they rely on for daily operations. Alex Nagy, IT Manager at Wollens, describes this integration as nothing short of a game-changer. "Unlike some of the other big vendors we trialed, Zoom functions effortlessly within Citrix. The great thing for us is the VDI client follows the main client closely so there is almost always feature parity between them. This has been a turning point, especially for UK legal clients seeking the next step in telecommunication solutions," he explains. Furthermore, this synergy between Zoom and Citrix gives employees uninterrupted workflows, regardless of whether they are working from the office or remotely, thus enabling a hybrid work model that has become essential in today's professional environment.
User Familiarity Facilitates Adoption
Another factor that facilitated the smooth implementation of Zoom Workplace at Wollens was the familiarity many staff members already had with the platform. During the lockdowns, Zoom became a household name, and employees were quick to adapt to its professional applications. “Like many others, we were introduced to Zoom during the lockdown. Our employees were already familiar with it through personal use, which significantly eased the transition to the Zoom Phone system. Our employees were genuinely excited when we announced our intention to move off our previous phone system. Because of this familiarity, we were able to migrate away from our old system to Zoom Phone over a few weeks, the training was a breeze!” shares Alex. This pre-existing familiarity reduced the learning curve and enabled a swift rollout of the new system.
Rollout experience
Wollens utilised the expertise of Zoom to aid in the rollout of the system. "When we first made contact, Zoom was quick to act, giving us a trial of the whole system and adding us to a "Proof of concept" group chat with their technical experts. Any questions we had during the trial and subsequent rollout were dealt with quickly, and we felt we always had a level of support that you just don't find elsewhere. It was really impressive and solidified in our minds that we made the right decision to partner with Zoom," explains Alex.
While specific metrics are still being compiled, Wollens has already noticed measurable improvements in several areas. The efficiency of handling client calls has increased, remote work productivity has improved, and user experience ratings among employees have been overwhelmingly positive. These gains underscore the value of investing in modern communication technologies and highlight the potential for continued innovation.
Forever Innovating
Looking to the future, Wollens remains committed to leveraging the full capabilities of Zoom to further enhance its operations and maintain its position at the forefront of legal service delivery. "With Zoom Workplace your licence gives you access to not only the phone system and meetings, but much more. We are now looking at how best to utilise their AI Companion across our business." Their experience serves as a testament to the transformative power of technology and its ability to breathe new life into traditional industries. For other law firms considering a similar journey, Wollens’ story offers not just inspiration but also a roadmap for how to successfully navigate the path to modernization.
The partnership between Zoom and Wollens Solicitors exemplifies what can be achieved when cutting-edge technology meets a forward-thinking mindset. By embracing change and prioritizing flexibility, Wollens has redefined what it means to deliver legal services in the digital age, so that they can remain agile, efficient, and above all, client-focused.