About Hall Morrice Chartered Accountants
Industry: Award-winning independent firm of chartered accountants
Size: 50-200 employees
Driver for using Moneypenny: Replacing a limited answering service with real-time call support
When did you realise you needed support?
“We’d been using an answering service that didn’t offer call transfer, so calls often went to voicemail and messages were emailed to us. It made for a disjointed caller experience and left many enquiries unresolved. We needed a more efficient way to manage calls, especially when our administrators were unavailable, to improve client satisfaction and support our internal team.”
What were you looking for in a provider?
“We were looking for a high-quality, professional service that could act as a seamless extension of our business. It was essential that whoever answered our calls could represent us well and deliver the level of service our clients expect. We also wanted the flexibility to adapt the service as we grew and needed more tailored support.”
How did you find the onboarding process?
“When Moneypenny first contacted us, it was perfect timing. We were impressed by their client-first approach and ability to offer support that aligned with our values. The onboarding process was seamless, with clear, structured guidance from the start. They took the time to understand our needs, which made the transition smooth and gave our team confidence in the service right away.”
How has Moneypenny changed your business?
“Our Moneypenny Receptionist, Ethan, and his team now answer our calls 24/7. They manage a wide range of enquiries, including general queries, client support requests, and urgent updates. Their ability to either transfer calls directly or take accurate messages means we’re able to handle enquiries promptly and reduce response times. We’re no longer scrambling for cover or worrying about missed calls during busy periods.”
What are the key benefits?
“Since partnering with Moneypenny, we’ve received great client feedback about how efficient our phone service is. The whole process has been streamlined, helping us manage client expectations and maintain a consistent experience. Internally, it’s freed up our staff to focus on important tasks without disruptions, boosting their productivity. It’s added a new level of professionalism and made a real difference to how we work.”