How Edmonds Judd used VXT to reduce their response time

After more than 100 years of serving the local community in Te Awamutu, New Zealand, Edmonds Judd—a law firm with 35 staff and five partners—faced a critical need to modernize their technology.

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Their old practice management system was server-based, and as the firm expanded, the disconnect between client communication and their systems became more apparent. Staff were relying on personal phones for calls when they were out of the office, and there was no efficient way to link communication records to client matters. What they needed was a phone system that could integrate with their new cloud-based practice management solution, Actionstep.

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They evaluated Skype, Teams, and Zoom, but none of these platforms integrated with Actionstep. That’s when they turned to VXT, a solution built specifically to integrate with Actionstep and meet their needs. The transition was smooth, and within weeks, the firm saw improvements in how they managed calls and daily operations. As their Practice Manager described it, “rolling out VXT was mind-blowingly simple.”

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“I Literally Threw My Headset—Now I Couldn't Imagine Working Without It”

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Implementing VXT was a straightforward process. “We went live with VXT first in October 2022, followed by Actionstep in November 2022. It was baby steps, but we wanted to prepare the team for the big changes.”

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The shift from desktop phones to headsets initially raised concerns among some staff. “One of our senior staff members, who had been with us for 25 years, physically threw her headset in frustration during the transition,” Amanda recalled. "She wanted her old phone back, but the phone lines were gone, and we were going to move forward."

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Despite the initial resistance, the benefits of VXT quickly became apparent.

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“Within a month, the same staff member who threw her headset was saying, ‘This is amazing. I can see who’s calling without even going into Actionstep to find a number.’ Once staff got used to the headsets, the rest of the transition was seamless.”

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“VXT was the Only Phone System that Integrated with Actionstep”

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The most transformative aspect of VXT for Edmonds Judd was its integration with Actionstep. “Our team went from trying to write notes on paper while on the phone to writing file notes directly into VXT, which syncs into Actionstep automatically,” Amanda explained.

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“It’s not just a time-saver anymore—it’s become second nature. We often ask ourselves, ‘How did we ever manage without VXT?’”

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The ability to manage calls and create new matters on the fly while speaking to clients has significantly improved the firm’s efficiency. “People don’t even use paper anymore. With VXT, they can manage everything on their screens and multitask easily.”

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Responsive and Proactive Support

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VXT’s customer support was another standout feature for Edmonds Judd.

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“Being able to pick up the phone or send an email to the team at VXT and get a quick response was invaluable. They’ve always been open to suggestions and feedback, making us feel heard and valued as customers,” Amanda shared.

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In it for the Long Run

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As Edmunds Judd continues to grow and adapt, VXT remains a vital part of their operations.

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“The connection between VXT and Actionstep is what sets it apart from any other phone system. We’ve had the chance to explore other systems, but VXT’s integration and ease of use make it irreplaceable,” Amanda emphasized.

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Key Results with VXT:

• Actionstep Integration: Automated file note creation, reducing manual work.
• Mobility: Staff can handle calls and set up matters from anywhere using the mobile app.
• Stress-Free for Practice Manager: A straightforward implementation process that eased the practice manager’s workload and served as a stepping stone for transitioning to the new PMS.

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