LexisNexis Martindale-Hubbell Uses Avaya Contact Center Solution To Deliver Superior Customer Service
A 130-year-old firm headquartered in New Providence, N.J., Martindale-Hubbell is the number-one resource for information about the worldwide legal profession. The Martindale-Hubbell Legal Network is powered by a database of more than 1 million lawyers and law firms.
As part of a company-wide initiative to "raise the bar" in customer service, Martindale-Hubbell turned to Avaya for help in improving its responsiveness to the 150,000 attorneys and business executives who contact the company each year for information and support.
"Effective time management is very important to our customers, and they want to conduct service transactions as quickly as possible," said John Mattheson, director of customer relations and technical support for Martindale-Hubbell. "They want an easy way to get accurate information so that they can get back to their primary focus—their law practice or business."
Designed and implemented by Avaya Global Services, Avaya's solution for Martindale-Hubbell included a new Avaya Contact Center with innovative call distribution and routing technology that has helped the firm boost agent effectiveness and productivity. In the first month of operation, Martindale-Hubbell's technical support group reduced the time it took to answer a call by half and increased the number of calls handled by 35%. Its customer relations team had a similar experience, with a 30% improvement in response times and a 60% reduction in abandoned calls.
Not only are calls handled more quickly, they also are handled more appropriately. Skills-based routing allowed Martindale-Hubbell to integrate formerly discreet services groups, while still matching incoming calls with the agent best able to handle them. An Avaya Call Management System gives supervisors the data they need to review calling patterns, manage staffing levels and monitor results – all geared toward delivering the service customers require.
The Avaya system has also helped Martindale-Hubbell reduce the cost of its marketing campaigns. "We no longer have to establish a new 800 number for each campaign," Mattheson said. "Instead, we simply establish an extension number. That gives us what we need to tell who is calling and why – and to capture the market intelligence that is so critical to our business."
A new communications infrastructure
In addition to its new contact center, Avaya installed a new communication network for Martindale-Hubbell that serves the nearly 900 employees at its headquarters facility and two nearby offices.
A new Avaya S8700 Media Server supports two of the sites and is linked via Internet protocol (IP) trunking to an existing Avaya DEFINITY Server located at the third. The media server distributes Avaya Communication Manager to each of the three locations, delivering more than 500 distinct telephony features – from messaging and meet-me conferencing to malicious call tracing and emergency call override.
About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with business applications – and distinguished by comprehensive worldwide services – Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: www.avaya.com.