In a fast-growing digital world, connected digital practices are critical for creating contextual customer experiences. Opus 2, founded in 2008, has been a leader in legal tech, providing game-changing, cloud-based legal technology and services that enable law firms to build the connected digital practices of today, and tomorrow.
Powered by Opus 2, law firms worldwide deliver innovative, solution-based services that bring their teams, clients, and third parties together in a single connected space. This approach lets lawyers focus on what matters most: creating value, differentiation, and deeper client engagement.
Evolving with the growing business
Customer experience is crucial in the digital legal services industry, and Opus 2 has earned a good reputation for providing exceptional customer experience. The volume of queries and incidents has significantly increased as the company expanded with additional solutions and service offerings over the past few years. However, the headcount for the support department has scaled at a different pace.
Within the organization, there was a growing need for increased productivity to deliver excellent customer support consistently. Opus 2 recently streamlined operations by onboarding several teams onto Freshdesk, enhancing the ease of handoffs between departments. They further started leveraging various applications and integrations from Freshworks Marketplace to enhance agent productivity, streamline processes, and improve overall customer support.
Leveraging marketplace apps for optimizing workflows
In the latest edition of the ‘Unleashing the Power of Marketplace Apps’ blog series, we are thrilled to share some excerpts from our recent discussion with James Allnutt, Operations Services Manager at Opus 2, regarding their usage of apps from the Freshworks Marketplace.
As the adoption of Freshdesk expanded across multiple teams, so did the demand for additional ticket fields. Initially, all the ticket fields were accessible to every agent; however, over time this started to cause confusion and increased ticket resolution time. Even after identifying the ticket solutions, agents weren’t resolving tickets immediately as they would circle back to it later to populate their fields to close them. Recognizing this issue, Opus 2 installed the Hide Fields app to conceal fields based on product, group, and role. This approach enabled them to continue collecting crucial metrics and allowed the support agents to concentrate on essential tasks without unnecessary distractions.
Furthermore, Opus 2 utilizes Freshdesk to sync data with their proprietary in-house tools. In this case, the Hide Fields app restricts access to all agents, thereby reducing confusion and streamlining data synchronization across various datasets. In both scenarios, the implementation of the Hide Fields app proved instrumental in enhancing the overall agent productivity.
Apps for integrating with other tools
Opus 2 provides unique collaboration solutions for external and internal needs, such as a hearing service in the UK involving tasks like court hardware preparation. To efficiently manage such projects, the team leverages the Asana Integration integration from the marketplace. This syncs smaller tickets as tasks into a major project in Asana, ensuring comprehensive project management and visibility while keeping actionable tickets for agents.
The Freshdesk Telephony Extension with RingCentral helps Opus 2 teams integrate their phone support line with Freshdesk. This enables agents to track support calls and supervisors with insights into agent occupancy, call duration, and more.
With this integration, agents gain confidence in their conversations, as they can easily access client details within Freshdesk. When the phone rings in Freshdesk, agents immediately see the caller's identity, eliminating the need for a separate contact book on RingCentral. Moreover, the integration automatically generates a ticket for each call, enabling agents to make notes in a shared space visible to the entire team. This not only facilitates potential ticket handoffs but also serves as a reference for action points.
Overall, Opus 2's strategic use of marketplace apps and integrations demonstrates a commitment to enhancing operational efficiency, agent effectiveness, and customer satisfaction. Continuous evaluation of marketplace solutions and a proactive approach to integration contribute to a robust and adaptive customer support ecosystem.
James attests to the significance of the marketplace, saying, “At the beginning of any cross-departmental project, I’ll check the Marketplace and find easy solutions to integrate our two sources of truth, and save a considerable amount of time.”
Explore apps on Freshworks Marketplace to enhance the capabilities of your Freshworks products.