Leading U.S. Law Firm strengthens client trust and operational efficiency through seamless integrations and smarter call management

A prominent U.S. law firm partnered with Tollanis to optimize its Salesforce, RingCentral, and NICE CXone environment. By addressing integration gaps, inefficient call flows, and compliance vulnerabilities, the firm now delivers faster responses, reduced lead leakage, and a consistent, trusted client experience.

Explore More

“Our founders emphasized that it’s not enough to just track numbers — we need to understand how every client and potential client experiences their interactions with us. With this new system, we’re able to capture those insights in real time and use them to strengthen our relationships.”

— Global CX Manager, Leading Law Firm

Key Results

Improving continuity with Salesforce & NICE

The firm faced challenges with dropped calls, inefficient queue prioritization, and limited visibility across its systems. By introducing skill-based routing, callback automation, and standardized call scripts, the firm was able to reduce lead leakage, increase agent utilization, and strengthen compliance.

“Prior to integration, reporting out of customer care was sparse—almost non-existent. Now we have end-to-end visibility, which drives faster resolutions and better planning.”

Serving a client-first business

With 170+ agents handling thousands of sensitive legal inquiries every month, consistency is critical. The firm’s now supports clients across multiple regions and languages with:

• Callback whisper notifications ensuring agents know the context before calls begin.

• Branded outbound disclaimers that build trust and reduce spam risk.

• Secure integrations that eliminate plaintext password sharing, mitigating compliance and security vulnerabilities.
  
  

A little trust goes a long way

For the firm, every client interaction carries weight. By embedding ethical practices, compliance, and transparency into their CX operations, they ensure that legal clients feel supported from the very first call.

The result? Faster responses, higher connection rates, and a trusted brand reputation that clients can rely on.