How Southport Community Services used VXT to hours a day on calls

Testimonial by Sue Brown, Principal Solicitor at Southport Community Legal Service

Southport Community Legal Service plays a vital role in Victoria, offering free legal support to nearly 600 clients each year. From criminal and family law to housing and financial disputes, the center helps vulnerable individuals navigate some of life’s toughest challenges. With the help of volunteers and partners like VXT and Clio, Southport continues to meet the growing demand for legal aid.

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Responding to growing demand

"VXT and Clio have been essential in helping us manage the increasing demand for our services. We’re taking on more complex cases, particularly in criminal and family law, as economic pressures and housing insecurity grow. Many of our clients face homelessness or live in community housing, making access to legal support critical," says Sue Brown, Principal Solicitor at Southport Community Legal Service.

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Streamlined practice management with Clio and VXT

Southport moved their practice management system to Clio and integrated this with VXT’s legal phone system. By leveraging VXT's automation tools to complete the manual admin tasks associated with phone calls, volunteers now have more time to advocate for their growing list of clients.

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"Our team handles hundreds of calls from clients in stressful situations. Through VXT's integration with Clio, we can instantly access caller ID information, previous call notes, and case history. This gives us the continuity and trust we need to provide the best support to our clients."

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Long voicemails transcribed and emailed to Solicitors

Southport Community Legal Service relies on VXT to transcribe long voicemails and email them directly to solicitors. This feature has proven invaluable for volunteers who often juggle their time with a full time job. By automatically transcribing messages, VXT saves significant time and ensures that urgent matters don’t fall through the cracks, even when solicitors are not working in the office full-time.

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“Many of our clients leave long voicemails, so our team saves hours as we no longer need to listen to messages manually. Instead, the transcriptions go straight to the right solicitor." Sue shares.

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Accurate time tracking and analytics for reporting and funding

"VXT’s time-tracking features make it easy to account for every minute spent on calls. This is valuable for demonstrating our work to funders."

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By automatically recording call times in Clio, Southport can generate detailed reports for funders and track volunteer hours. VXT’s analytics also help the team understand call volumes and allocate resources more effectively.

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VXT is simple and reliable for time-poor organisations

"For a community legal service that’s as busy as ours, VXT has been incredible. It's simple, easy-to-use setup allowed us to get started quickly without an in-house ICT team, meaning our volunteers could focus on clients, not technology."

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Key results:

• Time saved on admin: VXT automatically creates file notes and transcribes voicemails.
• Clio integration: All previous client communication can be viewed in Clio.
• Reporting: Automated time tracking and analytics provide valuable data for funders.
• Minimal setup and training: VXT’s user-friendly software was implemented quickly, supporting a time-poor, ICT-limited environment.