Michael Poole now benefits from:

• Every business opportunity captured
• Staff able to focus on in-branch customers, knowing calls will still be answered
• Additional resource without the need to employ additional staff 

Michael Poole is an estate agency with six residential sales branches and a lettings department located across the North East of England.

"Heavy foot fall in our branches combined with incredibly busy phone lines were testing our team to the limit."

The management team at Michael Poole was aware that periods of peak activity compromised the efficiency of its negotiators, who struggled to cover phone lines, front of house duties as well as manage the needs of their customers. Michael Poole, Senior Partner comments:

“In a competitive market it is imperative that customers receive our best service at all times. . We became concerned that service levels were being affected. Employing additional staff was an expensive solution and wouldn’t necessarily help, given that support was only needed on an ad-hoc basis to cover spikes in call volume levels.”

"Our negotiators can now concentrate on managing customers without worrying about missing new instructions or valuation opportunities."

Seeing Moneypenny at an event prompted Michael Poole to enquire about overflow cover for all his branches. Michael concludes:

“Our Moneypenny Receptionist Shauna and her team handle overflow calls from all our branches and then forward detailed messages to the appropriate member of staff immediately. .”

Belvoir now benefits from:

• High service levels to callers
• Support without additional staff
• Extended virtual opening hours

Belvoir Wrexham wanted to ensure opportunities are captured at all times: particularly when staff are out of the office or on the phone.

"They help is maintain high quality all day, every day."

  Vaughan Schofield, Director of Belvoir Wrexham, comments:

“Our aim, quite simply, is to consistently exceed our clients’ expectations.  Answering the phone promptly and professionally every single time therefore, is critical.” 

"We heard great things about Moneypenny and that gave us confidence."

“Hearing great things about the service gave us the confidence to find out more about their offering.  We visited their offices and saw for ourselves the outstanding environment within which the PAs work. We decided to test the service and take advantage of the free week trial.”

"Now that David, our Moneypenny PA, is handling our calls, we realise how invaluable the service is for our business. It’s a relief to know that we can even rely on them to deal with emergency calls in the evenings and at weekends.”

Belvoir Wrexham recently won gold for Best Customer Service and Best New Franchise within the Belvoir group. Vaughan concludes:

“By working with us to ensure ‘customer responsiveness’ is always of a high standard, without doubt, Moneypenny helped us achieve this recognition”

Online call management information also makes return on investment easy to calculate: something Vaughan is unable to do with other suppliers.

Fenton Board now benefits from:

• The ability to prioritise workloads more effectively
• Extended virtual opening hours across all branches

Fenton Board are one of the largest residential estate agents in Rotherham, South Yorkshire. As an independently run and privately owned business, maintaining a sound reputation as a trusted agent within the local community is of great importance to the entire team.

"Like us, Moneypenny are all about the attention to detail."

Fenton Board prides itself on good service and attention to detail. When the agency identified that high call volumes were compromising the team’s ability to adequately man the phones and attend to visitors, Managing Director, David Board, knew a solution would have to be found. David comments:

“Our team are local, highly-motivated people who know the area and work hard to help our customers sell or buy property. They were struggling to meet the needs of callers and visitors, along with the demands of their own workloads. I could see that we needed a solution that would allow them to work undisturbed, without going to the expense of overstaffing the office.”

"Extended opening hours alone makes the service invaluable."

David contacted Moneypenny in March 2007 to discuss handling overflow calls and subsequently decided to trial the service. David concludes:

“Lisa, our Moneypenny Receptionist, handles overflow calls so that our team can focus on the footfall whenever required. As soon as any of the team become available, they respond to messages - detail that doesn’t go unmissed by callers. The service has also increased our virtual opening hours to 8pm on weekdays, 5pm on Saturdays and between 10am - 4pm on Sundays. This reinforces our ethos of giving local people an agent they can trust to be prompt and reliable at all times."

Lenwell Property Services now benefits from:

• Improved continuity of service
• Peace of mind knowing every call is captured

Lenwell Property Services is a lettings agency with four branches across Bedfordshire and Northamptionshire. Lenwell’s latest acquirement, Dunstable Property Lets, in February 2010 has seen the agency expand to managing over 2000 properties and employing 30 full-time members of staff.

"They help us maintain outstanding service levels."

Customer service is important to Lenwell Property Services. Peaks in daily call volumes across the agency’s five branches often left team members unable to cover incoming calls, as well as carry out front of house duties. Rob Wellstead, Managing Director of Lenwell comments:

“Our branch staff do a tremendous job of managing the needs of callers and visitors. However, without going to the lengths of overstaffing the branches, there’s always the chance that high call volumes, combined with heavy footfall, will compromise the level of service we provide for customers. We needed a flexible solution that could be called upon at a moment’s notice to relieve the pressure when we are at our busiest.”

"Moneypenny gives us flexible, professional service that's indispensible."

“They demonstrated a sound understand of a lettings agency’s needs. Having Jess, our own dedicated Moneypenny Receptionist, offers continuity of service and means overflow calls can be handled as per our requirements. We now capture every call cost-effectively, whilst still delivering the best possible service at all times.”

“We’re so pleased with the way Moneypenny is working with our branches. Every one agrees that the service allows them to focus on visitors, without having to worry if the phone starts to ring in the background. The teams are confident that Jess will have taken the appropriate details so that the caller can be phoned back as soon as possible.”

Reeds Rains now benefits from:

• Peace of mind that every call is being captured
• High service levels at all times

With over 200 branches across the UK, Reeds Rains combines the home buying and selling process with a range of complimentary services to deliver high quality professional products.

“Using Moneypenny means we no longer worry about the phones.”

Before using Moneypenny, all calls to its Kenilworth office were handled by the in-house team. Whenever staff numbers were low, due to holidays and illness, or when team members were out on the road, calls either went to voicemail or rang out.

Chris Priestley, owner, comments: “I became aware of Moneypenny thanks to another Reeds Rains branch who were using them at the time. Without fail, whenever I phoned the other office, their telephone was answered immediately. I knew we had to trial the service at my branch."

"For us, the service is indispensible."

“We really have never looked back. Our Moneypenny Receptionist, Andrew, and his team look after all the calls we can’t get to. Using them for evening and weekend cover means I’m confident that we’re capturing every opportunity and delivering the best possible service at all times.”

“The team must have some fantastic software because regular callers comment on how they’re recognised, with their contact details already logged. It’s this continuity which callers appreciate and one of many other reasons why I now also use them to support my Lemington Spa branch.”

Simon Bradbury, Fine & Country Cambridgeshire:

"Fine & Country Telephone Answering looks after the calls my branch staff can't get to."

Dominic Subbiani, Tenby:

"Excellent and efficient service, Moneypenny has delivered exactly what they promised."

Richard Styles, Cheltenham:

"We've only been using Moneypenny in this branch since the end of 2010 but have found them faultless to date. We were a bit nervous to begin with as we always aim to deliver outstanding service to the public, so there was concern this may be 'diluted' with a third party becoming involved. But we've found them to be very much an enhancement of our service."

John Forsythe, Carlisle:

"Moneypenny has proved to be a flexible and cost-effective means of maintaining high service standards when staffing levels are low."

Dafydd Hardy, North Wales:

"Moneypenny is a really impressive business service."