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CX-pain points in corporate & professional services
Professional services firms face unique pressures in balancing client confidentiality, maximizing billable time, and ensuring seamless internal and external communication.
01
Losing billable hours to manual admin and logging
Staff spend valuable time manually logging call details, context, and follow-up actions into the CRM, directly impacting project profitability and client billing accuracy.
02
Difficulty managing high-value client relationships
Connecting high-tier clients to their dedicated consultant or legal partner quickly is often hindered by receptionist guesswork or a lack of real-time presence and calendar visibility.
03
Risk of non-compliance in client communication
Sharing sensitive client information, such as case history or contract details, across non-compliant channels introduces compliance risks, especially regarding data privacy and secure document management.
04
Inefficient internal collaboration on client projects
When a client calls regarding a complex project, quickly transferring the call with full context to the next available specialist team or partner is often slow and prone to information loss.
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Streamlining professional services delivery and high-value client interactions
The modern professional services firm needs a communications system that is as rigorous and client-focused as they are. Luware Nimbus, built on Microsoft Teams, provides the tools to manage client lifecycles, ensure compliance, and maximize billable time across your firm.
Intelligent routing for key client accounts
Luware uses CRM lookup to identify a high-value client and automatically applies preferred agent routing, connecting them directly to their dedicated solicitor, consultant, or legal team. This eliminates delays and enhances the personalized client experience.
Automated transcription for billable time capture
Utilizing AI and transcription services, every client call is fully transcribed and summarized. Power Automate automatically logs these details, along with date and time, into the CRM, securing the data needed for accurate billable hours without manual effort.
Efficient omnichannel communication
Instead of overwhelming phone lines during peak times, clients can opt out of a voice queue and into a WhatsApp or SMS interaction, which can be managed by an agent in due course. This deflecting of non-urgent queries frees up agents to focus on high-priority client needs.
Proactive follow-up tasks for project delivery
Following a client consultation, the consultant can instantly receive an Adaptive Card in Teams to initiate required follow-up tasks, such as sending secure documents or booking a next meeting, reducing the risk of human error and ensuring project continuity.
Ensuring secure and compliant client communications.
Luware Nimbus helps professional services firms meet their regulatory requirements by providing compliant, secure, and auditable client communication trails, essential for GDPR and financial regulations.
Measurable Results Where It Matters Most: CX and Efficiency
A high volume of administrative and and non-value-adding communication tasks can significantly compromise the profitability and reputation of a professional services firm. Luware addresses these challenges directly with intelligent automation and deep CRM integration.
Answering your top questions about Luware
Get the right answers to your most pressing professional services communication challenges.
How does Luware help with client lifecycle management (CLM)?
Luware integrates with your CRM (e.g., Salesforce, Dynamics) to use client data for intelligent routing and personalized experiences, ensuring the right specialist handles high-value clients and their sensitive matters every time, which is key to CLM.
Can luware help us accurately capture billable hours from phone calls?
Yes. Every call is automatically transcribed and summarized using AI, and this data is logged directly into your CRM with the date and time, providing an irrefutable record for capturing accurate billable hours without manual input.
How do we ensure secure collaboration on sensitive client documents?
By operating natively within Microsoft Teams, all communication, including transfers and call logs, is kept within a secure, compliant environment, ensuring secure collaboration and adherence to data protection standards.
How are urgent client matters prioritized?
For critical matters, Nimbus can check client details against the CRM and assign a distribution priority, or use intelligent urgency detection based on the client's language to fast-track them to a dedicated crisis response team.
What if a client calls and the assigned consultant is unavailable?
The Nimbus Attendant Console provides receptionists with the consultant's live Teams presence and calendar status, allowing them to make an informed, 'safe' transfer to an available colleague or securely to the consultant's voicemail for follow-up.
Expert Insights, News, and Stories From the Field
Celebrating Our M365 Recertification
Reduce your compliance workload with a Microsoft-certified compliance recording solution that keeps your recordings secure. Read to learn more!
Joshua Wood
Director of Technical Operations Compliance Engineering
