Fisher Meredith

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.

Business Challenge

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

Solution Deployed

Having approached an alternative supplier early in 2009, 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.

Sally concludes:
“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

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.

Business Challenge

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

Solution Deployed

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

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

Chadwick Lawrence LLP

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.

Business Challenge

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.”

Solution Deployed

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. Jeremy concludes:

“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

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.

Business Challenge

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.”

Solution Deployed

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