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Streamlined call handling for DOC Cleaning

Lee Andrews, Chief Executive, shares how the family-led cleaning company operates 24/7 with the help of Moneypenny's call support.

When did you realise you needed support? 

“Our admin team was previously small, so we had neither the resources nor technical capability to handle incoming calls at the time. Outsourcing was an attractive option as it offered new callers and existing clients an image that we were larger than we were in reality, as well as an exceptionally professional entity. With this in mind, we contacted Moneypenny.”

What does good customer service look like?

“We’re all about long-term relationships with customers, staff and suppliers – it’s something that is really important to us. Part of establishing these is by offering a friendly, ‘nothing is too much trouble’ approach, which Moneypenny completely understands.”

How has Moneypenny changed your business?

“We’ve been on board since 2003, and even though our admin team has grown, routing head office calls to Moneypenny 24/7 is the more efficient solution. They direct calls to staff mobiles (wherever our operatives are working), filter cold calls and take detailed messages. If there’s ever an emergency on client sites, the fact we’re always contactable means we can act quickly and avoid potential disasters.”

What are the key benefits?

“Our industry demands around-the-clock availability, which would be difficult for us to manage without Moneypenny. The team are friendly and helpful, and their support means we can concentrate on other responsibilities without worrying about calls being missed, answered incorrectly or routed to the wrong people. It’s their ability to transfer calls wherever needed that allows us to maintain great communication with clients and stakeholders.”

Any advice for other businesses?

“Make sure to communicate any changes to staff names, numbers or job titles – this way, Moneypenny can continue to handle calls with complete accuracy. We keep in regular contact and enjoy a great relationship with their team, and look forward to continuing this in the years ahead.”

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