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Pareto FM run an efficient and personal operation

Andrew Hulbert, Managing Director, explains how Moneypenny's around-the-clock call support saves the FM experts both time and money.

When did you realise you needed support?

“When starting the company, I soon realised I needed someone to help answer calls so I could focus on getting things up and running. I also wanted to ensure the business was represented in the right way – I didn’t want to appear too small, so presenting a professional image was essential. I discovered Moneypenny and they soon became our helpdesk function.”

What does good customer service look like?

“It comes down to being able to tailor customer experiences differently every time and altering how you deliver every interaction depending on that customer and their requirements.”

How has Moneypenny changed your business?

“Today, all calls to our head office route to our Moneypenny Receptionist, Shankleigh, and her team 24/7, who transfer them or send high quality messages accordingly. Our entire management team uses the Moneypenny app too, so they can check messages and return calls quickly. Our escalation procedures are bespoke to each client contract, but Shankleigh and her team know exactly how they should be handled and the information we need.”

What are the key benefits?

“As a start-up, Moneypenny helped us to appear bigger and more established, particularly with the London business number they provided us with. Now, they drive efficiencies as a much more cost-effective option and save us days’ worth of time by filtering calls and transcribing voicemails. Their out-of-hours support is simply critical – our clients know their calls will be answered by someone with knowledge of that particular building at any time, 365 days a year.”

Any advice for other businesses?

“It’s important to have an in-depth understanding of how your own processes work. With this, Moneypenny can then tailor your service to your needs and integrate seamlessly with your business.”

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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