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More appointment bookings than ever for The Hakim Group

Zubair Hakim, Operations Director, explains how the independent opticians business wins more business with the help of their dedicated Specialist Team.

When did you realise you needed support?

“We needed to cleanse our database and re-engage with longstanding customers. We were also looking for a service that would help us support our network of opticians and generate more business for them. Moneypenny offered the whole package, so we decided to trial one of their Specialist Teams.”

What does good customer service look like?

“If your customers know that you are there for them whenever they need, that’s when you know you’re providing good customer service. Our aim is to never leave our customers without; whether it be a call back or a resolution to a problem they’ve raised, we want to ensure they’re always satisfied with our service.”

How has Moneypenny changed your business?

“Now, we have two dedicated Moneypenny Receptionists: Lauren and Ruby. They make outbound calls to customers, ensuring our database is always up to date and there is a plentiful supply of appointments for our opticians. Trusting our Specialist Team to keep in touch with customers has definitely increased retention amongst those who may well have booked appointments elsewhere.”

What are the key benefits?

“Moneypenny provides us with a professional, flexible solution. The team are a breeze to work with and make over 55,000 outbound calls a month, generating a great conversion rate. We are delighted with the outcome and are confident we capture every opportunity. Moneypenny is absolutely delivering the right results.”

Any advice for other businesses?

“Moneypenny is absolutely delivering the right results for our business, and they will for yours too.”

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