Johnstone & Reimer Lawyers

About Johnstone & Reimer Lawyers

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Founded in 2015 by Paul Johnstone and Joshua Reimer, Johnstone and Reimer Lawyers set out to deliver practical, compassionate, and affordable legal advice.

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“When we started, we were on a shoestring budget, just the two of us in a corner office,” says Joshua Reimer, Managing Director of Johnstone and Reimer Lawyers.

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“Over time, as we’ve grown, we’ve had to keep refining and upgrading our tech.”

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Their down-to-earth approach has driven rapid growth, with more than 50 staff members across Victoria.

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Problem

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As the firm expanded, so did the demands on their communication system. Before VXT, the team relied on Microsoft Teams for calls. It worked (sometimes) but was plagued with:

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• ‍Dropped calls: Conversations cut out mid-sentence.‍
• Transfer issues: Calls couldn’t getting through to the right person.‍
• Freezing and glitches: Disrupting both staff and clients mid-call.

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The admin load was just as bad.

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“Before VXT, most of the team were handwriting notes or typing them in Word and saving them to the file,” Josh says.

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“It was a very manual, time-consuming process.”

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These problems not only caused inconvenience but also affected the quality of their service and client satisfaction.

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With the firm's expanding client base and increasing call volume, which could involve a receptionist answering up to 150 calls a day, reliability was critical.

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Solution

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The team’s goal was simple: make calls more reliable. VXT delivered stable call quality, meaning staff could focus on the conversation, not the tech. The switch also brought about a number of other benefits, including:

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• ‍Time saved every day: At the end of every call, VXT automatically creates a file note that can be saved into the correct matter in Actionstep. This saves the team hours that would otherwise be lost to admin.
• ‍Manage high call volumes: The firm receives up to 150 calls daily. VXT’s intuitive interface, deep integration with Actionstep, and call queue features make it easy to handle high volumes quickly.
• ‍More accurate billing: At the end of each call, a suggested matter pops up and in one click the billable time from the call is saved as a time entry.
• ‍Responsive support: From onsite visits from the CEO to fast fixes from the support team, VXT’s team is hands-on and easily accessible, building a strong and trusted relationship with the firm.

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Reliable communication is crucial for law firms. It’s an industry where client trust and satisfaction are paramount.

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With VXT, Johnstone and Reimer Lawyers can confidently assure clients their calls will be handled smoothly, every time.