About Morgan Reach Accountancy Ltd.
Industry: Leading Chartered Certified accountancy practice in Birmingham
Size: Approx. 20 employees
Biggest business challenge: Call handling procedures were affecting team productivity
When did you realise you needed support?
“We had two team members assigned to answering our calls but whenever they were on leave or taking breaks, our fee earners would step in to assist. This was distracting them from client billing tasks, and during particularly busy periods, it meant we were unable to answer every incoming call, which affected our customer service.”
What were you looking for in a provider?
“It’s important that we provide our clients with an excellent experience. We wanted to be able to answer our calls within the first 10 seconds and connect them to their account manager when possible, or provide them with reassurance of a callback if they’re not available.”
How did you find the onboarding process?
“Coming on board with Moneypenny has been great. We’ve found them to be true to their word and provide exactly what they promised. They ensured that we were on the right plan, so we’re not paying more than we need to and our Account Manager is always on hand to answer any of our queries.”
How has Moneypenny changed your business?
“Moneypenny handles our incoming calls, directing clients to relevant account managers and team members or taking detailed messages. We’re confident that all calls being transferred have been qualified as either an existing client or a genuine prospect. Our Moneypenny Receptionist and their team make sure that no sales calls go through to fee earners, ensuring none of their time is wasted and they can focus on client tasks.”
What are the key benefits?
“Moneypenny manages our communication effectively, delivers brilliant service and provides a great image of our practice to clients with every interaction. They empower our internal team to be more productive and focused on their main roles, and are a true extension of our business. Many of our clients have complimented the professionalism of our reception team, which has transpired into great online reviews, many referrals and new leads.”