Felder Accountants
Benefits
- Improved service levels
- Smarter ways of working
- Support without increasing staff
Background
Felder Accountants has been in practice for over 25 years. The firm consists of three partners and five
administrative team members. Keen to implement more efficient and cost-effective processes, using
Moneypenny was seen as a way of improving service levels, without investing in new equipment or
additional team members.
Business Challenge
Michael Plimley, partner at Felder Accountants comments:
“We like to think we’re a forward-thinking firm that’s open to new ways of working. However, as is the mentality of most businesses, we believed service improvements come at a cost. With any new service or procedure, the benefits must be clear, for both us and our clients, from the outset.”
Solution Deployed
In June 2008, Michael contacted Moneypenny:
“We became aware of them at a CPD event when we got talking to a fellow firm who were already using Moneypenny. In their own words, they had been ‘bowled over’ by improvements made across the business; from service levels, to enquiry rates - even team morale. They suggested we take advantage of the free trial.”
Michael continues:
"As soon as Tess, our dedicated Moneypenny PA, began taking calls, we realised why the other firm had been so complimentary. No more scribbled notes. Tess either puts calls through to us or takes a message, which she then forwards by text or email. We no longer worry about who’s in to take calls, as we have flexible cover whenever needed.”
Felder Accountants has discovered that an enhanced service offer for clients needn’t be expensive. Michael concludes:
“Everyone believes they have sound working practices, but finding ways to work smarter only come about when you’re prepared to try something different.”
SSM Marketing
Benefits
- Reduced operating costs
- Staff able to work undisturbed by calls
- A professional front at all times
Background
Despite tripling in size within a year, SSM Marketing had always taken the decision not to employ a receptionist as there simply weren’t enough calls to justify the additional cost. Nevertheless, calls routing to the ‘next available employee’ was proving to be a distraction to staff.
Business Challenge
“It came to my attention that taking inbound calls was really de-motivating staff”, explains Carole Breton. “I remember someone referred to calls as ‘hot potatoes’ and that was when alarm bells started ringing. I asked a few friends to call the business as new enquiries and the response they got was ‘average’ to say the least. I suppose it would have been easier to point the finger at our staff but I appreciate that a task becomes twice as hard when you’re being interrupted all the time”.
SSM Marketing was still reluctant to employ a full time receptionist because of the additional overhead it created, together with the HR headache of managing lunchtimes and holidays. But the business was risking its staff and clients by leaving the situation unchanged.
Solution Deployed
During SSM office hours calls are routed to Katie at Moneypenny.
“She has got to know everyone really well, especially our regular callers”, beams Carole. “She puts calls through to direct lines, mobiles, or sends a text or email. Clients really are none the wiser. Oh, and she even paid my congestion charge the other day too - I was highly impressed!”
"I'm not sure what I expected really, maybe I thought we'd have to compromise somewhere. But Katie's just become one of our team. That’s certainly my own, the staff and our clients view point, and I hope it’s hers too! We've saved a lot of money and solved a big headache. I’d recommend the service to anyone”.
PC Angels
Benefits
- Support without additional staff
- Smarter ways of working
- High service levels to callers
Background
PC Angels specialises in complete IT support, installation and repair for small to medium-sized businesses. In order to improve the way the business managed its calls, Matt Blakely, co-owner of PC Angels, needed to find a cost-effective and flexible solution.
Business Challenge
Matt comments:
“The nature of our work means co-owner Mike and I are out of the office 70% of the time. Before Moneypenny, whenever our part-time assistant was off, we relied on our mobiles to handle all calls. It wasn’t professional, but in our minds: there was no alternative. Our business was unable to justify the expense of a full-time employee.”
Solution Deployed
In May 2010, Matt contacted Moneypenny:
“Their service was recommended to me by a friend. I’d been phoning his business for over a year and never realised his receptionist was actually a Moneypenny PA, based over 200 miles away. He suggested we take advantage of the free trial to gain a better understanding of how the service could work for us.”
Matt continues:
“As soon as Leanne, our Moneypenny PA, began taking calls, life became a whole lot easier. No more retrieving voicemails from people asking us to phone them back. Leanne either puts calls through to us or takes a message, which she then forwards by text or email. We no longer worry about who’s in to take calls. It’s great to have professional cover on hand whenever we need.”
PC Angels has discovered that dedicated call handling needn’t be expensive.
"If you’d suggested a telephone answering service to me before I knew about Moneypenny, I’d have been sceptical. But Leanne really is another team member at a fraction of the cost. We must get compliments about her at least once a month. I’d recommend the service to any business.”
Red Petal Design
Benefits
- Flexible telephone cover whenever required
- An invaluable client / Moneypenny PA relationship
Background
Charlotte works from a home office. She has a few large clients and aspirations for more.
Business Challenge
If Charlotte didn't answer the phone then it would go to the answering machine. It always seemed that the important calls were the ones she missed. "I can never get hold of you" was the line she heard too often.
Solution Deployed
Charlotte diverts her calls whenever she wants to her Moneypenny PA, Wendi. They get on well and invariably each day starts with a quick chat. Wendi knows Charlotte's clients and which calls to disturb her with. And she fends off all those 'sales calls'. Wendi knows and understands Charlotte's business. That's what callers want, and what Charlotte wants too. They've become a bit of a double act now, and Charlotte has just taken her first proper holiday in years (although Wendi did text her occasionally with updates!).
"To me Moneypenny is about relationships. My business means everything to me and the last thing I would do is entrust my callers with someone I didn't know. Wendi knows my callers well, and knows how I like to work. We're a team." Charlotte Groves.
RH Benwell & Associates
Benefits
- The ability to work undisturbed by calls
- Improved workload prioritisation
Background
Based in Buckinghamshire, RH Benwell and Associates is a RICS-accredited chartered surveyor practice that specialises in providing asbestos surveys for both individuals and businesses.
Business Challenge
Richard Benwell was due to go on holiday in the summer of 2003 and crucially, had no one to answer the phone. Keen to find a solution to the problem, Richard contacted Moneypenny:
"Originally, I approached Moneypenny purely for holiday cover and nothing more. My main concern was having a person, rather than an answering machine, to handle my calls so that I could be made aware of any urgent messages."
Solution Deployed
While Richard was away, Janine, his Moneypenny PA, handled his calls and forwarded any important messages via SMS. Richard continues:
"I was so impressed with the service; I decided to continue with Moneypenny full-time. Diverting my phone to Janine, rather than to my mobile allowed me to catch up with work that required me to be out of the office.
In the long-term I can now get on with work and surveys, safe in the knowledge that any new enquiries are being dealt with professionally. Janine forwards accurate details to me, so I can return calls at a more convenient time. Moneypenny allows me to run my business - rather than my business running me."
More about Temporary Cover from Moneypenny
3D Coaching
Benefits
- More time to work without distractions
- A professional front at all times
- Reliable, helpful support whenever required
Background
3D Coaching is a company offering organisational and career development and is based in Hertfordshire. The company provides top quality coaching, training and group facilitation for individuals, corporates, public sector bodies and charities.
Business Challenge
Claire Pedrick of 3D Coaching contacted Moneypenny in 2006. Claire had identified that she needed phone cover over the summer, but had reservations that an answer phone service might not convey the professional and personable business ethic she had worked so hard to create. Claire comments:
"I started 3D Coaching single-handedly. I quickly realised I needed some form of cover when I was out at meetings or on holiday, but felt strongly that clients should be able to speak to someone, rather than an answer phone. At that time, I certainly couldn’t justify the expense of a full time PA."
Solution Deployed
Claire opted to trial Moneypenny’s PA service for a week to see if it would meet her personal and business requirements. Claire continues:
"Having the support of Cathy, my Moneypenny PA, has enabled me to focus on growing my business without becoming bogged down by handling calls. Cathy got to know my business very quickly and I rely on her heavily to answers calls, take messages and represent me as the first point of contact for my business. Cathy is also happy to call clients to arrange meetings, which allows me to focus on other more pressing matters."
Back in Form
Benefits
- Improved service levels
- Peace of mind knowing every call is being captured
- Removal of a HR headache
Background
Back in Form is a busy chiropractic clinic based in Poole, Dorset. The clinic offer treatments for joint, muscle and ligament ailments.
Business Challenge
Steven Oldale of Back in Form made enquiries to Moneypenny in November 2005. Crucially, he needed cover for his phones to ensure he wasn’t disturbed while treating clients. Steven from Back in Form comments:
"Sessions treating clients make it difficult to answer the phone without causing disruption and compromising on the level of service I provide. Equally, missing calls or diverting them to an answer phone does not give a good impression of my business and the reputation I’m trying to create. I needed a cost-effective solution to the problem urgently."
Solution Deployed
Steven decided to trial Moneypenny free for a week, to see if the service would meet his requirements. Steven concludes:
"Sarah has become the clinic’s right-arm. She answers calls and takes detailed messages, which are passed on to me immediately. When appropriate she will also book appointments.
Over time, the business has grown and I’m sure at this point most people would see their only option as having to take on a full-time PA or receptionist. By using Moneypenny, I never have to find cover for holidays and illness or worry about the HR red tape associated with employing someone. Sarah and her team are consistent, professional and provide me with reassurance that my calls are always captured."