The property specialists have benefited from being able to provide a reliable and consistent service, with the help of Moneypenny. In this video, Michael Utchanah, Director, explains how with the support of Moneypenny, extending their office’s opening hours has transformed their customer experience.
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How did you start working with Moneypenny?
Michael Utchanah, Director, Robinson, Michael & Jackson: We came across Moneypenny about four or five years ago. Sam and her team came to see Robinson, Michael & Jackson, which are part of a 21 branch operation, and showed us how Moneypenny could help our business and, ever since we spoke to them, we used them and it’s been fantastic.
What difference has Moneypenny made to the service you offer to your customers?
Well, Moneypenny are able now to allow us to use a USP which we call, we’re open eight ‘til eight, seven days a week and they offer a service over the weekend where our staff are not able to answer the phones, so at eight o’clock in the morning a customer can phone in and it’s answered by Moneypenny but the client thinks that it’s been answered by Robinson, Michael & Jackson, which is a great service.
What additional benefits have you seen by using Moneypenny?
The additional benefits that we have from the Moneypenny service is because we don’t miss a call and everything is logged in by a spreadsheet and we get the information immediately; the manager gets the information, the branch gets the information and we know whose phone, what the phone number is, what was the requirement from that customer who’s phoned in, and we were not able to answer the phone, so there’s no missed call whatsoever, so that’s added value and we also get the breakdown of the buyers and the sellers, so we know where the valuation calls have come in, when they have come in and we’re able to get on it straight away, so we don’t lose out on any business whatsoever.
How important is the data Moneypenny provides?
The management information is very, very important to us and, also, we’re able to log the staff in the branch; how on the ball they are and how many calls they miss, as well, because throughout the day there are occasions where staff are out on appointments, or out for lunch and calls can be missed, and you’d be surprised, and the first test we did we were 119 missed calls in the space of a week or two, so that really helped us and made the decision for us to use Moneypenny.
Does the service represent good value for money?
It’s been great value for money, there’s no doubt about that; our marketing department work with Moneypenny all the time and it’s been a great return on investment. I have always recommended Moneypenny and there’s lots of businesses, lots of other types of businesses other than estate agency, that Moneypenny do work with and I always recommend Moneypenny.
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