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Halliwell Jones ensures all bases are covered

Jim Houghton, Group Sales Director, explains how the BMW dealership looks after every one of their callers with Telephone Answering support.

When did you realise you needed support?

“We were receiving an unprecedented amount of calls, and even with the support of an expanding internal contact centre, we were struggling to cope with the high volumes and of course, missed calls mean we lost revenue opportunities. After a visit to Moneypenny’s amazing offices, we decided to take a trial with them and discovered exactly how many calls we were missing.”

What does good customer service look like?

“Every single customer is significant to the business, which is why our main focus is to provide them with the best possible customer care. It’s the attention to detail that makes our service what it is today, and Moneypenny execute this perfectly.”

How has Moneypenny changed your business?

“Whenever we experience a peak in calls, we divert straight to Moneypenny who answer our calls seamlessly within seconds. It’s so much more convenient for our customers as their enquiry is dealt with instantly, rather than repeatedly calling. Not a single call slips through the net, which has improved our customer service levels.”

What are the key benefits?

“With every call Moneypenny answers, they obtain precise information from the caller such as vehicle make, model and registration number, meaning we’re much better prepared when we return the call. The Moneypenny portal is also a helpful tool to see exactly how many calls we are receiving and for what departments, which has allowed us to allocate resource more effectively.”

Any advice for other businesses?

“I would urge any business to try Moneypenny, and I can guarantee you’ll be surprised by the amount of calls, and ultimately business, that you’re missing. We certainly were.”

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