About Milsted Langdon
Industry: Independent firm of chartered accountants based across the UK
Size: 200+ employees
Driver for using Moneypenny: To improve call answer times and client experience
When did you realise you needed support?
“We wanted to make sure that calls to the firm were answered in a timely manner within office hours, and ensure that all calls were captured in the evenings and at weekends too. We needed a smart solution that could support us around the clock without disrupting our day-to-day operations, and enhance the experience for everyone contacting us.”
What were you looking for in a provider?
“It was important that the service worked alongside our existing systems and processes, particularly as we continued to grow. We needed provision that could scale with us as we developed new departments and took on new staff, while maintaining the high standards our clients expect.”
How did you find the onboarding process?
“The onboarding process was quick and easy, and the Moneypenny team also informed us about their integration with Microsoft Teams. As Teams users, we were keen to set this up, allowing our Moneypenny Receptionists to see when we’re available and only transfer callers through when we’re free.”
How has Moneypenny changed your business?
“Our Moneypenny Receptionists answer our overflow calls, and the guarantee of having a friendly, professional voice at the end of the phone made an immediate difference. We soon introduced Moneypenny’s Live Chat service too, ensuring that any new enquiries are dealt with swiftly – by a real person, not a bot. Their agents are able to resolve various queries there and then, such as providing contact details or team information.”
What are the key benefits?
“Moneypenny’s support has significantly improved our client experience, whether over the phone or online. Calls are answered promptly, and the Microsoft Teams integration works really well for us, with enquiries directed to the right place without delay. Adding Live Chat to our website has eased pressure on our phone lines and means we can capture new business across channels. It made perfect sense to partner with Moneypenny to help our clients, contacts and prospects find what they need, when they need it.”