Case studies.
I.F Digital
Chris formed I.F Digital five years ago. The company has expanded ever since and Chris now has two full time designers working for him. The trio work to tight deadlines and are often out visiting clients so time spent in the office is few and far between.
Business Challenge
I.F Digital's callers are managing directors or marketing directors of large businesses who expect good service. Before meeting Moneypenny, 59% of all I.F Digital's incoming calls went to voicemail, frustrating clients and costing the business money as new enquiries rarely left messages. Chris was reluctant to employ another member of staff simply to handle calls, but the business needed to work smarter if he was to secure larger, more lucrative accounts.
Solution Deployed
Today Christine at Moneypenny acts as I.F Digital's assistant - providing a call 'overflow' service for the times when nobody is in the office.
"I know someone will answer every call that comes into I.F Digital now. Christine is so professional, always pleasant and friendly – people regularly comment on her cheerful manner and have no idea she's not in our office! There's no doubt we've won new business we would otherwise have missed".
SSM Marketing
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”.
Firon Composites
Firon Composites manufacture materials for the Aerospace industry employing over 130 on their UK site. Incoming calls can vary from sales and accounts queries to technical questions. The company's telephone extension list is extensive.
Business Challenge
Firon's reception is manned by two receptionists. Unfortunately breaks, lunches, holidays, maternity leave and sickness have often left the phone unmanned for hours or even days at a time. A flow of different temps from different agencies solved the immediate problem but their lack of company knowledge caused numerous disruptions to existing staff.
Solution Deployed
Now, whenever Firon's reception is short-staffed, calls overflow to their Moneypenny Receptionist, Jo. They are then passed through to the correct extensions or messages passed on just as if Jo were in their office. Everyone agrees that Moneypenny complements Firon's receptionists perfectly, providing immediate support when required and ensuring that calls are handled promptly and professionally.
"Jo and her team have a wonderful understanding of our organisation, our people and most importantly, our customers. Jo is always willing to go that extra mile for us and it makes all the difference."
Red Petal Design
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
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.”
3D Coaching
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
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.”
Case studie Four
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