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Happy clients at Ian Walker Family Law and Mediation

Ian Walker, Solicitor, tells us how the South West based practice has evolved over the years, relying on Moneypenny's Telephone Answering for support.

When did you realise you needed support?

“I started my practice as a sole practitioner with no in-house secretarial support. I relied on voicemail to capture calls whenever
I was unavailable, but it soon became clear that people weren’t keen to leave messages. After a number of missed calls from potential clients, I realised I needed to find a solution.”

What does good customer service look like?

“Clients always come first. From our perspective, it’s fundamental that they’re greeted by a friendly and professional voice who is able to assist them, rather than an answering machine.”

How has Moneypenny changed your business?

“Fast forward 6 years and my practice now has a team of lawyers, trainee solicitors and an in-house receptionist. Our Moneypenny Receptionist, Rachel, and her team remain an integral part of our business, answering any calls we’re not able to pick up in the office. They know exactly what we’re about and take detailed information from callers, allowing us to respond with ease.”

What are the key benefits?

“Callers are no longer faced with voicemail. They’re able to speak with a real person who understands our business, which has had a real impact on overall client experience. Having the support of Moneypenny has helped us to grow significantly over the years; we see them as unsung members of our own team.”

Any advice for other businesses?

“6 years of great service – I’d recommend Moneypenny to any business.”

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