Grolman LLP has been a trusted name in Boston’s legal community for decades. Led by Ira Grolman, the firm is known for pairing old-school attentiveness with forward-thinking solutions. But as with most small firms, the realities of handling client calls, especially after hours, posed a challenge.
Challenge
Grolman LLP’s team juggled a busy schedule, often in and out of court or deep in client meetings. After hours, they relied on a traditional human attendant. “For just leaving a message, it could be a three minute interaction,” Ira recalls. “As someone who's leaving a message, I just don't want to engage that long.” Clients, who are frequently calling about time-sensitive legal matters, wanted a fast, professional experience. Meanwhile, Ira wanted to avoid missed calls and keep the firm’s image sharp, without sinking hundreds a month into basic message-taking.
Solution
Ira decided it was time for something better. “When I started looking for a bot who could handle this information in a competent way, I found your system,” he says. That’s when everything changed: Ira gutted the old PBX setup and moved to a digital phone system that could forward calls to Upfirst at set times.
What stood out? “The flexibility,” Ira says. Upfirst’s AI receptionist let him customize call handling with the exact knowledge, questions, and rules his firm needed. Unlike rigid scripts or generic bots, Upfirst let Grolman LLP’s virtual receptionist reflect their expertise. Ira could update details like practice areas, office hours, and even set different call flows for different times of day.
Setup was quick. “Easy to set up,” Ira says. “My bot is entirely different from someone else's because I was able to customize it with particular knowledge and rules. Conditions, flexibility. It's great.”
Results
The impact was immediate.
- Clients can reach a knowledgeable, polite receptionist 24/7, without waiting or feeling rushed.
- Messages and call summaries landed in Ira’s inbox with full transcripts, making it easy to follow up or delegate.
- No more paying for long, repetitive interactions after hours. The firm reduced costs while improving the quality of every call.
- Ira now recommends Upfirst to other professionals: “I do a show and tell because I'm so impressed by it. I mean, I still do demos of it to people because I can barely believe it exists.”
Most importantly, Grolman LLP’s brand as a responsive, modern law firm is stronger than ever. “Your product is absolutely flawless. Love it. I recommend it all the time.”
If you want to give your clients a better experience and reclaim your time, then see for yourself how easy it is. Sign up for a free trial and see what Upfirst can do for your business.
