Lightfoots Solicitors enhance CX with new call centre from GHM

The call centre integrates with an existing portfolio of services provided by GHM Communications, comprising voice, connectivity, WiFi and IT services.

For over 170 years Lightfoots Solicitors has been at the heart of the Thame community. They now have six offices in Oxfordshire and Buckinghamshire and work for a range of clients across the UK. As well as other industry accolades, Lightfoots Solicitors have recently been recognised as a Leading Firm by Chambers & Partners 2026.

Lightfoots Solicitors has partnered with GHM Communications for over ten years. Over that time, Lightfoots Solicitors has seen significant growth and their original on premise telephone system has evolved into a much wider range of hosted telephony, connectivity and IT security from GHM.

Another recent addition to their comms strategy is a state-of-the-art call centre, designed to provide a major new client with the dedicated access and support they require from the Lightfoots Solicitors team.

The new call centre solution

Due to the scale and specialist requirements of the project, it soon became apparent that only the best-of-breed technology would suffice. And so GHM worked closely with both Lightfoots Solicitors and their existing technology partners to source the perfect system.

NiCE CXone is a call centre that unifies the Lightfoots Solicitors team, CRM system, AI and customer interactions in a single, connected system. The result is faster case resolution and a more personalised client experience, across every touchpoint.

Importantly, the platform provides encrypted communications and security so Lightfoots Solicitors can adhere to industry compliance and ensure customer data stays safe at all times.

Integration with existing GHM services

Growing the number of comms provided by GHM has been key in achieving the best possible integration and efficiencies. In addition to the new contact centre, GHM provide Lightfoots Solicitors with:

• A unified, hosted telephone system

• Secure leased line connectivity

• Advanced firewall capabilities

• Robust business WiFi

• Microsoft licensing and management

• Microsoft 365 backup and recovery services

As a result, the GHM support team has visibility of the detailed infrastructure, operations and objectives of the Lightfoots Solicitors comms. They are not only able to respond quickly, they can also work proactively across the full range of technologies for optimum performance and efficiency.

A relationship built on trust and partnership

Neil McManus, MD at GHM says: “We are hugely fortunate to act as true business partners to the majority of our customers, and the relationship we have with Lightfoots Solicitors is exemplary.

“A forward thinking, customer centric firm with a similar ethos to our own – Lightfoots Solicitors is a privilege to work with day in day out.”

Mark Gray, Head of IT at Lightfoots Solicitors says: “Our relationship with GHM has evolved over the years, with trust always at the core of it. It’s non‑transactional and truly collaborative, extending beyond a typical supplier–customer dynamic.

“Communication is very much a two-way street, with interactions at many different levels within each business. There’s a really strong emphasis on open knowledge‑sharing, asking questions without friction or judgement, and solving problems collaboratively across teams. No question is ever too silly or insignificant for the GHM helpdesk.

“GHM always take time to understand our requirements before making any recommendations, and those recommendations will only ever be what’s right for us and what’s absolutely needed. Because of this, we’ve consolidated a lot of services from fragmented suppliers to GHM over the years. As and when future projects fall into the GHM skillset, we’ll move those over too. We’re currently looking to move some connectivity from BT Openreach to GHM – there’s such a clear contrast between the large MSPs who are clearly sales-led and GHM who are purely requirement‑led.

“As a local, independent business, it’s really important for us to support and be active in the Oxfordshire business community and we want to work with businesses that share the same values both locally and culturally. GHM absolutely fit that bill and it’s great when we get to enjoy local events together – it doesn’t have to be work all of the time and that really adds to the strength of our relationship.

“The future of the Lightfoots Solicitors/GHM relationship is really bright and we know we have a partner that we can trust at every level and at every stage of our growth.”