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A clear time-saving benefit for Golden Acre Foods

Rachel Cook, Senior Finance Manager, tells us how they maintain better relationships with customers and suppliers thanks to Moneypenny.

When did you realise you needed support?

“As a growing business with an increasing number of calls coming in out of office hours, we wanted to provide callers with the same level of service around the clock. We also saw an increase in part-time and hybrid workers within our team, but this led to missed calls and meant our customers and suppliers were having to leave voicemail messages. Thankfully, Moneypenny was recommended to us.”

What does good customer service look like?

“Quick answer times and a welcoming response are really important to us, so having Moneypenny’s professional receptionists on hand to answer calls within seconds is ideal.”

How has Moneypenny changed your business?

“Moneypenny’s 24/7 support means there’s always someone available to answer our calls, even if we’re busy or out of the office. It’s with Moneypenny’s help that we’ve developed and implemented an out-of-hours call strategy too, where they will contact us in emergency situations. Their whole team are friendly and responsive, with a genuine desire to understand our business and improve processes.”

What are the key benefits?

“Moneypenny ensures we capture new enquiries and queries from partners, but we’ve found through their online portal that 30% of our calls are from cold callers. Knowing this and filtering these no-value calls is a clear time-saving benefit to the business. We also maintain better relationships with customers and suppliers thanks to Moneypenny, as we guarantee a more professional response now that every call is answered.”

Any advice for other businesses?

“I’d say to reach out and have a conversation. The set-up process is easy, but they provide thorough support to ensure a smooth transition to working with them. Their Moneypenny Receptionists are all brilliant; they respond to queries with a can-do, problem-solving approach to guarantee every call is dealt with according to your instruction.”

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