Case study: Moneypenny comes to the rescue of one global AMLAW 100 firm when their telecoms provider lets them down in London
With over 550 lawyers and a similar number of staff operating out of offices across the USA, Canada, Asia Pacific and London, one AMLAW 100 firm turned to Moneypenny when the services they ordered from the local telecoms vendor would not be installed in time for their relocation of around 40 staff to their new London offices.
The firm’s US based telecommunications manager said: “We had been planning a move to new London offices for several months in liaison with a well-known UK telecoms provider with a date fixed in September 2013 to install everything over one weekend. It became clear a couple of weeks prior to the move that there were issues around the installation of the telephone system and we found ourselves in the very difficult position of realising we would not have landline phones ready when we opened for business again on the Monday morning."
“We had never used a telephone answering service before but knew it was the only way we could maintain continuity so we hastily Google-searched and found Moneypenny. We took a good look around their website and could see they had plenty of experience of working with law firms, including large ones like ours and we were also encouraged by the endorsement they have from the Law Society and the company’s history and ethos. I gave a call and spoke to corporate account manager Samantha Jones who immediately understood the problem and very quickly got to work in finding solutions for us alongside workflow manager Lisa Gibson. This came as a huge relief to us all after experiencing such poor and ineffective service from the telecoms provider. We were impressed straight away by the quality and professionalism of the response and the change of pace was enormously welcome. Moneypenny absolutely came to our rescue with all calls seamlessly diverted first thing Monday morning to Moneypenny receptionists who answered our calls as if based in our offices with us."
“The telecoms struggle endured for another month with issues around direct dial numbers, even though we had, by this time, switched provider. Moneypenny ended up taking almost 1,500 calls for us and, even though we are now up and running, we are retaining Moneypenny on a business continuity/disaster recovery basis so we know we have all bases covered at a moment’s notice should there be any issues in the future. It is also reassuring to know that Moneypenny has 24/7 capability thanks to its operation in New Zealand. This kind of back up is becoming increasingly important for law firms with more and more international mergers and the need for global collaboration and communication."
“It was a very stressful time with many transatlantic phone calls at all times of the day and night but the Moneypenny team really pulled together for us and turned a bad situation into a pleasant experience. We found everyone we worked with helpful, positive, professional and very knowledgeable and it all turned out very well for us. Our staff were able to continue working, the customer service and care we work so hard to provide was maintained so our clients were happy and we have forged a strong relationship with a company we know we can trust."