About Leaders Romans Group
Industry: One of the UK’s biggest property services groups
Size: 3000+ employees
Biggest business challenge: Delivering 24/7 service across multiple channels
When did you realise you needed support?
“Customer expectations are continuously evolving in both how and when they can interact with a business. We work in a highly competitive market, so we wanted to give customers the
ability to initiate a conversation via multiple channels. We looked for a partner to provide a 24/7 live chat facility, allowing us to meet and exceed our customers’ needs and continue to drive market share.”
What were you looking for in a provider?
“We wanted a provider who could deliver this at the level we demand for our customers. To us, exceptional service is about being polite, engaged, understanding of our customers’ requirements and being accessible at any time.”
How did you find the onboarding process?
“Coming on board with Moneypenny was great. They were quick to respond to any requests for information and our account manager went above and beyond to provide insights for our Board of Directors at short notice.”
How has Moneypenny changed your business?
“Moneypenny provides us with 24/7 Live Chat support and deals with a range of enquiries including, valuations, viewings, general enquiries and broader market knowledge requests. Their online portal allows us to look into each chat interaction, giving us confidence that the Moneypenny team always meets the timeframe of the response, and the quality reflects our brand.”
What are the key benefits?
“Moneypenny is a fantastic partner to work with. Collaborating with them and being available on various channels has allowed us to exceed growing customer expectations by offering outstanding service at all times. They are a strong cultured business and we see them as a true extension of our team. We’re confident that they represent us and fall in line with our values perfectly.”