Nowicki Carbone Law Firm

Nowicki Carbone has earned a formidable reputation for its passionate approach to personal injury justice since its inception in 2000. The firm has now extended its areas to include superannuation and insurance, workcover, traffic accidents, public liability and medical negligence. As a further reflection of its commitment, Nowicki Carbone staff speaks Italian, Turkish, Macedonian, Russian, Mandarin, Cantonese, Vietnamese, and Greek as well as English.

Demand for its services has led to the firm’s impressive growth in capabilities and staff located at its central Melbourne head office and satellite offices in suburban St Albans and Thomastown.

“The selected telephony system had to function 24/7 without relying on external resources. Staff must be able to control and access their voicemails from their desktop or work station and make and take calls where and when they want. Senior lawyers and senior management need support staff to monitor, manage and screen their calls. ShoreTel offered all of this to us with one open and unique distribution architecture that was purpose built for IP from the ground up.”
— Tina Oliva-Brown, IT and Operations Manager, Nowicki Carbone

Nowicki Carbone needed a low cost, easy-to-use telephony solution that enabled staff to work at head office or any of the satellite branches seamlessly by just logging in their extension. It also had to be easily maintained by an internal IT support team who could easily create services such as adding and moving users at little or no cost and setting up workgroups and call centres.

“We can assign additional staff to workgroups, set up call centres and with 80 staff over multisites, monitor individual call handling to ensure that the highest levels of client service offered at head office are replicated across the firm,”

— Tina Oliva-Brown, IT and Operations Manager, Nowicki Carbone

Compared to ShoreTel, other systems the company evaluated were limited because the core system would have to be replaced in order to scale. ShoreTel lets staff add-in new units to extend capacity all the way up to 10,000 users instead of having to upgrade software and hardware along the way. And by adding more units as the company grows, it receives better redundancy throughout the network. Benefits include:

• Free call costs between the head office and its satellite offices have greatly reduced costs.
• The easy-to-learn and use ShoreTel UC system has created a communications backbone to fast
  track Nowicki’s expansion plans.
• The scalability of the ShoreTel system allows in-house staff to add and move users at little or no cost.
• ShoreTel Call Manager lets staff establish informal call centers and provides individual call handling to improve client services.
• The ShoreTel system provides consistent branding across the firm as outgoing messages become an extension of advertising campaigns.

"Our growth is going to pick up pace. Having a ShoreTel UC system provides us with the resources to fast track our plans and complement the way we want to serve our clients. We can easily set up additional satellite offices right across the city where our clients are located and move them whenever needed. Our total cost of ownership of our ShoreTel UC solution is as low as you can get and the free calls to and from our satellite offices are a bonus. ShoreTel has improved the way we serve our clients.”
— Tina Oliva-Brown, IT and Operations Manager, Nowicki Carbone