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Quicker lead conversions for Legacy Matters

Mark Layzell, Owner, shares how Moneypenny's Telephone Answering Service has increased the efficiency of their team and improved client service.

About Legacy Matters

Industry: Family-owned legal practice
Size: 1-50 employees
Driver for using Moneypenny: Clients reporting poor quality whilst using another provider

When did you realise you needed support?

“We were receiving a lot of complaints about the quality and professionalism of our previous answering service. We wanted to use a service that reflected our values and do more than just take a message when a client calls. We noticed that Moneypenny offers appointment booking as part of their Telephone Answering solution, which is why we reached out.”

What were you looking for in a provider?

“We provide estate planning services, including Power of Attorney, Trusts and Probate, but most of our calls are for Will writing. For these calls, it’s important that any new enquiries are booked in for an appointment right away as part of their initial call.”

How did you find the onboarding process?

“I met the Moneypenny team at an event 10 years ago and was impressed by their professionalism and knowledge. When our current provider let us down repeatedly, I remembered Moneypenny and knew they would be a great fit. The set-up process was straightforward, and Nicola, our Moneypenny PA, is always very responsive to any queries we have.”

How has Moneypenny changed your business?

“Nicola can see our team’s real-time availability, which she uses to book meetings for new clients or request callbacks for existing clients on our behalf. Leads now convert much quicker too, because we are responding to enquiries and booking appointments there and then.”

What are the key benefits?

“Moneypenny’s support has increased the efficiency of our team and has streamlined our process by removing the callback step. Their service is far better than what we’ve experienced previously, and I have already started recommending them to our clients! I can happily say that since switching to Moneypenny, we have had no complaints; they think Nicola is a part of the team.”

We give you amazing people and technology:


Your own Moneypenny PA to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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Pocket Phone System

All the functions and support of an office phone system, minus the hardware.

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