Why Xylem Water Solutions UK uses Moneypenny

News: Xylem water

May 02, 2013

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Denise Barnett, Credit Manager at Xylem, talks to Moneypenny about her experience of using an outsourced switchboard service.

Why weren’t you happy with your existing switchboard provision?

Xylem Water Solutions UK is a world leader in the movement and treatment of water. We have customer service at our core and so we’re always looking for ways to improve customer experience.

There had been negative comments from customers who were dissatisfied with the automated telephone answering service in operation at the company’s Nottingham headquarters: there was a potential that calls were being missed, and the possibility that business opportunities were being lost. The overall caller experience needed to be improved and it was clear that a fresh approach was needed.

What made Moneypenny stand out to you?

Moneypenny was actually recommended to us by Daisy [our telecoms provider]. We visited Moneypenny’s office and spent time with their team who recognised our issues and worked through our business and call-handling needs. We agreed to a four-week trial, admittedly with one or two reservations.  With hindsight, we really needn’t have worried!

What were your first impressions of Moneypenny’s service?

We were immediately impressed with the professionalism of our Moneypenny Receptionist Sian and her team who handled our calls with efficiency and confidence. We took the decision to completely outsource and the transfer was seamless, with Moneypenny working closely with our in-house team at every stage.

Do you feel Moneypenny has met your original requirements?

With Moneypenny we know we are capturing every single call. We have much happier customers who tell us how helpful it is to talk to a person rather than a machine!  The service has also enabled us to concentrate on growing the business.

Moneypenny is experienced in looking after calls for businesses of all sizes.

We’ll give you your own Moneypenny Receptionist, someone you know and trust, to look after calls just as if based in your office. Callers will feel they are speaking to another well-informed and exceptionally capable member of your in-house team. View more case studies