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ISG operates more efficiently than ever before

Elle Gambold, Facilities Manager, shares how the global construction services company can always rely on Moneypenny whenever call support is needed.

When did you realise you needed support?

“Our front of house team was torn between answering calls and greeting visitors to the office. In a bid to ease the pressure and avoid losing business, we decided call support was essential. We also required an emergency alert system, where messages could be sent out to staff immediately. Moneypenny offered exactly what we were looking for.”

What does good customer service look like?

“There are many things that contribute to brilliant customer service, but we find that listening and responding to customers effectively is so important. When done correctly, you start to build a relationship, a sense of trust and a great customer experience – Moneypenny get this right every time.”

How has Moneypenny changed your business?

“Our Moneypenny Receptionist, Siobhan, and her supporting team now handle our calls on an overflow basis, as well as out of hours. There’s a wonderful sense of family within the Moneypenny team, and they’re always professional. We also use their text broadcast service, which allows us to alert employees to any issues in an instant – something that’s crucial for us.”

What are the key benefits?

“Whilst we do employ the occasional temp, I’m much happier to divert calls to Moneypenny for continuity of service – it has proven invaluable, particularly during busy periods and the holiday season. The app is incredibly useful too, as we’re able to update the team and check messages with ease. It’s a huge relief knowing Moneypenny is there whenever we need; they’re our secret weapon.”

Any advice for other businesses?

“The service is excellent – I would recommend Moneypenny to any business, whether they were looking to outsource some or all of their calls.”

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