Saunders & Co. Lawyers

About Saunders & Co. Lawyers

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Saunders & Co. Lawyers is a Christchurch law firm with around 90 staff across four offices. They’re known for great client service and aren’t afraid to adopt new technology to make that service even better.

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Problem

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Before switching to VXT, Saunders & Co relied on a phone system that worked, but was clunky, hard to use, and didn’t fit the way modern lawyers work.

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Key challenges included:

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• Rigid desk-phone communication: Lawyers couldn’t take calls outside the office without giving out their personal numbers.
• Inconsistent client experience: If a lawyer wasn’t in the office, calls were either diverted to a mobile (showing a different number) or missed altogether. Clients never knew which number to call or if their lawyer would be reachable, leading to a disjointed experience.
• Heavy admin: File notes from phone calls had to be written and saved manually, eating into billable time.
• Limited call data and visibility: Call records, voicemails, and other data were incomplete or hard to find.

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Solution

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For General Manager John Bates, modernizing Saunders and Co’s communications was a natural next step in supporting the firm’s client-first philosophy.

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“We knew that there were solutions out there, and we went exploring and found VXT,” John said.

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“VXT was genuine in wanting to find solutions.

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“They invested a lot of time and effort in our firm and making sure our needs were met.”

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Saunders & Co adopted VXT to make client communication flexible and more efficient. The results speak for themselves:

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• More flexibility and privacy for lawyers:  As staff can take and return calls from their PC or mobile, without having to share their personal numbers or being tied to a desk, mobility and work-life balance is better supported.
• A consistent client experience: Given the flexibility of the VXT app, it doesn’t matter if lawyers are in the office or working remote; clients calling in get the same high-quality service every time.
• More detailed communication records: Call recording (with client consent), voicemail transcription, and automatic file note creation means every detail is captured and easy to retrieve. This ensures accuracy, reduces misunderstandings, and strengthens client trust.‍