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MacDonald Oates LLP stay connected to their clients

Nick Ellin, Partner & Head of Operations, discusses how the commercial solicitors have been affected by the Covid-19 pandemic, and the benefits of Moneypenny's additional support.

When did you realise you needed support?

“At this unprecedented time, we’re thankful that the firm remains operational and continues to receive incoming business, however we have felt a number of effects. Now working with a reduced level of staff present in the office, we’ve had to change certain processes such as visiting clients and adjust to working remotely.”

What does good customer service look like?

“It’s important to be professional, courteous and friendly whenever speaking with a client, but the key to delivering great service is to truly listen to them in order to form an understanding of their needs.”

How has Moneypenny changed your business?

“Previously, our Moneypenny Receptionist, Kristen, and her small team handled any overflow calls our in-house receptionists were unable to answer. Now, they’re managing all of our calls, taking messages or passing calls through to us wherever we are 24/7. The team are excellent; clients never know they’re speaking with Moneypenny and not with one of our own employees.”

What are the key benefits?

“Moneypenny’s support has been invaluable during this crisis – we don’t know what we’d do without it. Knowing every call continues to be answered in a professional manner and that any call volume can be accommodated is a huge relief.”

Any advice for other businesses?

“If you’re struggling with your communications at this time, call Moneypenny and save yourself the worry.”

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