Fisher Meredith now benefits from:

• Improved and consistent service levels
• Front of house team able to focus more on visitors

Fisher Meredith is an award-winning law firm that offers a high quality and personal service to a range of individuals and organisations. Operating out of offices in central London, the company has particular expertise in the fields of litigation, property and private client work.

“We were concerned that service levels were falling during busy periods.”

The management team at Fisher Meredith was concerned that its two reception staff were being stretched during peak times and that customer service suffered whenever they were required to handle high call volumes as well as greet clients in person.Sally Boyce, HR manager at Fisher Meredith comments:

“We needed a solution that would help us capture all inbound calls and give our front of house staff the ability to concentrate on other matters such as clients visiting the offices.”

“Moneypenny gives us flexibility, ensuring we deliver a first-class service.”

Moneypenny’s endorsement by The Law Society gave Fisher Meredith the confidence to trial the service in September 2009, engaging them to handle “overflow” calls as and when required.

“Just a few days into our trial, we soon realised the quality of the service. Not only were all our calls being handled promptly and professionally by Moneypenny Receptionist Vicky and her team, but the solution also gave our in-house reception team the flexibility and support required to deliver a first class service to visiting clients.”

Ward & Rider now benefits from:

• Flexible support on hand whenever required
• A seamless extension of the business

Ward & Rider is a Lexcel accredited law firm offering a high quality and comprehensive service to a wide variety of clients across Coventry and the Midlands. The firm offers specialist expertise in the areas of employment, family and property law.

"We needed a solution that could be deployed easily whenever support was required."

The reception team at Ward & Rider were conscious they were being stretched during peak periods and that “front of house” service levels were falling whenever the phone lines became busy. Alistair Pettersen, managing partner of Ward & Rider comments:

“As a firm we are passionate about providing our clients with an outstanding service at all times. However, it became quite apparent that front of house service levels were being compromised at busy times of the day, due to the high levels of inbound calls being handled.”

"Our reception team are now free to concentrate on delivering a superb front of house service, whatever the time of day."

Aware of Moneypenny’s endorsement by The Law Society, Ward & Rider began a trial in July 2009.

"Moneypenny has been an incredible asset to everyone at Ward & Rider. We were impressed from the moment we visited their offices. Stephanie and her team handle all in-bound calls, take messages and transfer them directly, as well as deal with new enquiries with the sensitivity and professionalism required.”

Chadwick Lawrence now benefits from:

• Every call answered professionally
• Work planned more effectively with online reporting facility

Chadwick Lawrence delivers a comprehensive range of expert legal services to commercial and private clients. The firm has six offices across Yorkshire and is now one of the region’s leading firms.

"We needed cost-effective support that would still help maintain high service levels."

In August 2009, Chadwick Lawrence decided to improve its in-bound call handling capabilities by providing support to its reception teams. The improvements would also have to deliver consistently high levels of service to clients calling the office - regardless of staff holidays or high call volumes. Jeremy Garside, managing partner of Chadwick Lawrence comments:

“The challenge was to achieve a successful balance between the cost of extra staffing and maintaining high levels of client service during periods of high call volume. We needed support that would help us manage our peak call periods cost effectively, but also deal with our customers in a professional and efficient manner at all times.”

"Moneypenny's online reporting tools helps us plan for call peaks effectively."

After an initial trial period that enabled Chadwick Lawrence to review the times and days they needed telephone support, Moneypenny was appointed to handle the firm’s “overflow” calls.

"Moneypenny has worked seamlessly with our in-house team to ensure no calls are missed at peak times and that each call is handled professionally and competently. The online reporting tool, which we can access 24 hours a day, seven days a week also helps us plan effectively for call peaks in the future.”

Impax Asset Management Group now benefits from:

• A reliable back-up solution as part of a wider business continuity policy 
• Service and communications not disrupted in the event of an emergency

With a track record for delivering excellent returns across private equity and hedge fund strategies, Impax’s reputation as a leading investment manager requires the company to provide world-class levels of service at all times.

"We needed a robust business continuity plan for our telephone system."

Impax employs over 40 team members at its office in central London. When the company reviewed the crisis management policy in place for its telephone systems, the decision was taken to approach Moneypenny to discuss how their phones could be handled in the case of a telecommunications failure. Darren Johnson, operations director of Impax, comments:

“Ensuring we have an effective crisis management policy in place for our telephone system is a key part of our wider business continuity plan. We were keen to establish whether Moneypenny could respond immediately in the event of a disaster. They reassured us this would always be the case.”

"So far, we've used the service on one occasion and it worked perfectly."

Moneypenny’s business continuity package – providing a flexible solution with fully briefed virtual receptionists on hand to answer all incoming calls in the event of an emergency. Messages are either taken and forwarded immediately via email or SMS, or calls connected through to appropriate mobiles. Call handling instructions are all agreed in advance and all relevant data e.g. staff names, contact numbers collected to ensure a seamless transfer whenever required.

Moneypenny handled 61 calls for the company in March 2010, when a BT fault caused all incoming telephone lines to fail between the hours of 11am and 3pm. Having Moneypenny set up and on hand to take calls meant that:

• Normal service to clients was not interrupted
• Business critical activity continued
• Staff were able to get in touch easily
• All activity during downtime was fully audited

Tayntons LLP now benefits from:

• High service levels to callers
• A fully-outsourced switchboard
• A key part of their business continuity plan 

Tayntons is a full service law firm, working from two city centre sites, operating across key private and business markets.

"We want to capture every opportunity and present a professional image at all times."

Before using Moneypenny, all calls to its offices were handled by the front reception desk, with overflow calls answered by small back-office teams.

Whenever everyone was busy, there’s no doubt calls were going unanswered and visitors had to wait. Maria Cox, Practice Manager at Tayntons, comments:

“We looked at a number of options and decided to take a trial with Moneypenny. The management information they presented after the trial gave us a clear picture of peak call times and the types of calls received. It was surprising just how many calls we’d been missing."

"Particularly as a Lexcel member, service levels are paramount."

“Wendi, our dedicated Moneypenny Receptionist, and her small team look after all calls to our main number. She really knows our business and clients think of her as part of our team. Our in-house reception team can give visitors the attention they deserve and our partners are confident that no opportunities are being missed.”

Fentons Solicitors now benefits from:

• Professional support whenever they need
• A service endorsed by the Law Society

Fentons Solicitors is one of the country's leading claimant personal injury law firms, with offices in both London and Manchester.

"Presenting a professional image at all times is important
to us.”

Before using Moneypenny, all calls to its offices were handled by an in-house reception desk, with overflow calls answered by back-office admin teams. Whenever everyone was busy, calls would be held in a queue. This meant that all callers, including potential clients, were made to wait.

Melanie Ridgewell, Head of Human Resources at Fentons, comments:

“Moneypenny introduced themselves to us at an event. Being endorsed by the Law Society gave us real confidence that their service would be of a high quality. We weren’t disappointed. The management information presented to us after the trial gave a clear picture of peak call times and the types of calls that had overflowed to them."

"As a Law Society accredited firm, service levels
are paramount."

“Stacey, our dedicated Moneypenny Receptionist, and her small team look after all calls to our main number. She really knows our business and clients think of her as part of our team. Together with our in-house receptionists, they provide a seamless and efficient solution that ensures the best possible service at all times.”

“Moneypenny has delivered immediate value to all areas of our business. Our in-house receptionists are able to give visitors the attention they deserve and our partners are confident that opportunities are being captured. We’re all very impressed.”

Matthew Cohen & Associates Limited now benefits from:

• An additional team member without the overhead
• Professional support that clients appreciate

Aberdeen-based law firm Matthew Cohen and Associates Limited provides a wide range of legal services and has a broad experience of working for both private and business clients.

“It’s simple. They answer our calls for two reasons: we’re busy and it’s cheaper.”

Before using Moneypenny, all calls to its offices were handled by an in-house receptionist. Whenever the receptionist went on holiday or was off sick, the firm was faced with the headache of finding cover for the telephone. Matthew Cohen, Director, comments:

“We received Moneypenny’s flyer on the very same day our receptionist at the time was off sick yet again. Back then, we’d never considered outsourcing our calls to a telephone answering service. I’m glad we didn’t dismiss them and were brave enough to try it.”

"For us, the service is indispensible."

“The in-house receptionist actually left some years ago so our Moneypenny Receptionist, Sarah, and her team have been looking after all our calls ever since. Her level of knowledge about us and our clients is impressive. I’m confident that we are delivering the best possible service at all times.”

“Sarah must have some fantastic software at her fingertips because regular callers comment on how she recognises them and already has all their contact details. In terms of the way the firm is managed, taking the decision to outsource our calls has to be one of the best decisions we’ve made.”