A national law firm had implemented a cloud-based unified communications platform that met technical requirements but created adoption challenges among long-tenured staff. Many users found the call-handling experience inconsistent with the workflows they had relied on for years, leading to frustration and reduced confidence in the platform.
Recognizing that user experience and operational comfort were critical to success—particularly in a high-pressure legal environment—the organization sought to reassess its communications platform to better align with established calling workflows while maintaining the benefits of a modern cloud solution.
Norstar engaged with the Director of IT to guide a structured, vendor-neutral evaluation focused on usability, reliability, and long-term fit.
Advisory contributions included:
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