ABOUT THIS PROJECT
Provider: iNREACH Comms is the business communications division of iNREACH Group, a UK technology services business headquartered in Milton Keynes. iNREACH Group delivers IT, communications, managed print, and audio visual solutions to businesses across the UK.
Client: A large UK-based legal services firm operating within the conveyancing sector, with six locations nationwide and a rapidly expanding workforce.
Project Type: Full replacement of an end-of-life on-premise phone system with a cloud-based VoIP telephony platform.
Technology Deployed: Hosted cloud VoIP telephony, 500 handsets and headsets, advanced call reporting and analytics, seven-year compliant call recording, contact centre functionality, bespoke call flows and routing, real-time wallboards.
Scope: Solution design, 500-user deployment across six UK sites, number porting, onboarding, and ongoing managed communications support.
Industries: Legal services, conveyancing, professional services.
THE CHALLENGE
A large UK conveyancing firm operating across six locations had grown rapidly, but its communications infrastructure had not kept pace. The existing on-premise phone system had reached end of life, and the incumbent provider could no longer offer support.
That created a serious operational risk. Any system failure, handset fault, or required configuration change would have left the business without assistance and without a functioning phone system across its entire UK estate.
Beyond the immediate risk, the legacy platform lacked the flexibility the business needed:
| Problem | Business Impact |
| End-of-life system with no incumbent support | Any failure or change request would go unresolved |
| No hybrid or remote working capability | Staff tied to desks and office locations |
| No call reporting or analytics | No visibility of inbound or outbound call performance |
| No compliant call recording | Regulatory and compliance exposure |
For a firm operating in the regulated conveyancing sector, where client communication is central to service delivery, these gaps were not just an inconvenience. They were a strategic liability.
SOLUTION
iNREACH Group, through its business communications division iNREACH Comms, designed and implemented a bespoke hosted telephony solution built around the client’s operational structure and long-term growth plans.
The cloud-based phone system replaced the outdated on-premise infrastructure entirely, enabling staff to work seamlessly from any of the firm’s six UK offices, from home, or on the move, using desk phones, laptops, or mobile devices.
What Was Deployed
| Component | Purpose |
| Cloud-based VoIP hosted telephony | Fully hosted platform with 99.999% uptime, no on-premise hardware required |
| 500 handsets and headsets | Pre-configured, labelled per user, deployed across all six UK sites |
| Advanced call reporting and analytics | Real-time and historic visibility of inbound and outbound call performance |
| Seven-year compliant call recording | Meeting the regulatory requirements of the conveyancing and legal sector |
Contact centre functionality | Designed for high-volume client-facing teams |
| Bespoke call flows and routing | Configured by department across all six locations |
| Real-time wallboards | Live performance visibility for team leaders and management |
The system was designed to be fully scalable from day one, allowing the firm to add or remove users quickly as headcount changed, with no infrastructure cost or delay.
IMPLEMENTATION
Given the scale of the deployment, a structured and carefully managed rollout was essential. iNREACH Comms worked closely with the client’s in-house IT team throughout, ensuring full transparency and control at every stage.
How The Rollout Was Managed:
- A three-month rollout plan developed using detailed Gantt charts, shared with all stakeholders
- Weekly and bi-weekly progress meetings maintaining full visibility across both teams
- All 500 handsets pre-configured and labelled per user before delivery, reducing on-site setup time
- Number porting completed out of hours to eliminate any disruption to live operations
- Transition completed across all six UK sites without interrupting business operations
The phased, collaborative approach meant that a deployment of this scale, across multiple locations, was completed without a single day of downtime.
RESULTS
Since implementation, the client has experienced measurable operational improvements across every area of the business that the telephony system touches.
Operational Outcomes:
- Hosted VoIP platform scaled from 100 to 500 users with no infrastructure changes required
- Full hybrid and remote working capability enabled across all six UK locations
- Improved call performance visibility through real-time reporting and analytics
- Enhanced client experience through intelligent call handling and bespoke routing by department
- New staff onboarded faster, with handsets delivered next working day as standard
- Increased platform resilience and long-term stability, removing the risk of an unsupported legacy system
For a firm in the regulated conveyancing sector, the shift to a compliant, fully hosted business communications platform also addressed a significant regulatory concern, with seven-year call recording now built into the core infrastructure.
Considering a move to cloud telephony for your UK legal or professional services firm? Speak to iNREACH Comms about a tailored hosted telephony solution for your business.
ONGOING SUPPORT
iNREACH Group provides proactive, relationship-led support rather than a reactive break-fix model. The client has a dedicated point of contact within iNREACH Comms, with regular check-ins, ongoing training, and access to immediate system changes when required.
Support As Standard:
- Dedicated account contact with direct access for urgent changes
- Licences added within minutes in response to business demand
- Hardware delivered next working day as standard
- Regular review meetings to align the platform with the client’s evolving needs
- Ongoing training for new and existing staff
As the firm has grown across its six UK locations, iNREACH Group has grown with it, strengthening a long-term partnership built on trust, technical expertise, and consistent delivery.
WHY iNREACH GROUP
This project demonstrates what iNREACH Group delivers for fast-growing, multi-site UK organisations:
- Large-scale cloud telephony deployments managed end-to-end
- Bespoke hosted VoIP solutions designed around operational and compliance requirements
- Structured, transparent implementation that minimises disruption during critical transitions
- A long-term strategic communications partner, not a one-time supplier
iNREACH Comms is an impartial provider of business communications solutions, working with leading platforms to design solutions that match the client’s environment, not a preferred product list.
CLIENT TESTIMONIAL
“iNREACH Group transitioned our business from an end-of-life, unsupported PBX to a modern hosted phone system, and the difference has been significant. With our rapid growth, we needed a scalable, feature-rich solution that could expand quickly alongside the business, and that is exactly what we received. We successfully integrated physical handsets, headsets, and soft clients into our telephony environment, giving our team the flexibility to work efficiently across different setups. We also implemented call centre functionality, making call distribution simple and streamlined. The iNREACH team have been friendly, knowledgeable, and highly efficient throughout the entire process. We are extremely pleased with the outcome and the ongoing support.”
MOVE TO CLOUD TELEPHONY WITHOUT DISRUPTION
Eliminate the risk of unsupported systems, enable hybrid working across all your locations, and scale your communications as your business grows. Talk to iNREACH Group about a free, no-obligation communications audit for your UK business. Call 0330 053 8180, email enquiries@inreachgroup.co.uk, or Book an Audit.
FREQUENTLY ASKED QUESTIONS
Cloud-based VoIP (Voice over Internet Protocol) telephony replaces a traditional on-premise phone system with a fully hosted platform delivered over the internet. Calls are made and received using IP handsets, laptops, or mobile devices, with the system managed centrally rather than through on-site hardware.
Legal and conveyancing firms handle high volumes of client communication and operate under regulatory obligations around call recording and data retention. Cloud telephony platforms can be configured to meet these requirements, including compliant call recording, audit trails, and advanced reporting, in a way that legacy on-premise systems typically cannot.
iNREACH Comms manages the full transition process, including number porting, hardware pre-configuration, phased rollout across multiple sites, and out-of-hours cutover where required. The process is designed to eliminate downtime and maintain business continuity throughout.
Licences can be added within minutes and hardware is typically delivered next working day. The hosted platform requires no infrastructure changes to accommodate additional users, making it well suited to fast-growing organisations.
Yes. iNREACH Comms designs and deploys cloud telephony solutions for multi-site UK organisations of all sizes. This deployment covered six locations and 500 users, with bespoke call routing and reporting configured for each site and department.
Testimonial
“iNREACH Group transitioned our business from an end-of-life, unsupported PBX to a modern hosted phone system, and the difference has been significant. With our rapid growth, we needed a scalable, feature-rich solution that could expand quickly alongside the business, and that is exactly what we received. We successfully integrated physical handsets, headsets, and soft clients into our telephony environment, giving our team the flexibility to work efficiently across different setups. We also implemented call centre functionality, making call distribution simple and streamlined. The iNREACH team have been friendly, knowledgeable, and highly efficient throughout the entire process. We are extremely pleased with the outcome and the ongoing support.”
CONTACT US
For sales & general enquiries please email enquiries@inreachgroup.co.uk, call 0330 053 8180 or submit your details below: