Client Overview
Our client is a large UK-based legal services firm operating within the conveyancing sector. The business had experienced rapid growth and was operating across six locations nationwide, with a workforce that relied heavily on high-volume inbound and outbound calls.
As the firm expanded, leadership recognised that its legacy telephony platform was no longer fit for purpose and posed a growing operational risk.
tHE cHALLENGE
The client’s traditional on-premise phone system had reached end of life and was no longer supported by its incumbent provider. This created several critical challenges:
Any handset fault, system outage, or configuration change would have left the business without assistance. In addition, the legacy platform offered no modern reporting, call analytics, or contact centre capability, limiting visibility and control.
The firm required a resilient, scalable, and future-proof communications solution that could support growth while minimising disruption to daily operations.
Discovery & Requirements Analysis
iNREACH worked closely with the client to understand operational workflows, call volumes, compliance obligations, and future growth plans.
This discovery phase focused on:
This process ensured the final solution was tailored precisely to how the firm operated, rather than forcing the business to adapt to off-the-shelf limitations.
Solution Design
iNREACH Comms designed a fully hosted, cloud-based VoIP solution to replace the ageing on-premise system and provide long-term flexibility.
Technology Strategy
A cloud telephony platform was selected to deliver:
Key Solution Components
The solution included:
The platform was designed to allow users to be added or removed quickly, ensuring the system could evolve alongside the business.
Implementation & Delivery
Given the size and complexity of the deployment, iNREACH followed a structured and highly collaborative rollout process.
To ensure a smooth transition:
iNREACH worked closely with the client’s internal IT team throughout, ensuring a controlled and predictable deployment across all six sites.
Results & Outcomes
Since implementation, the client has realised significant operational and strategic benefits.
Operational Improvements
Support for Hybrid Working
Visibility & Performance
The cloud solution has supported the firm’s rapid expansion while maintaining compliance, reliability, and service consistency.
Ongoing Support & Partnership
Rather than a reactive support model, iNREACH provides proactive, relationship-led support.
This includes:
As the client has grown, iNREACH has grown alongside them, reinforcing a long-term partnership built on trust, expertise, and responsiveness.
Why iNREACH?
This project demonstrates iNREACH’s ability to:
iNREACH Comms
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’s 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’re extremely pleased with the outcome and the ongoing support.
– Chief Information Officer
iNREACH Comms
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