Is your red carpet permanently rolled out? A case study by Fentons Solicitors
With offices in London and Manchester, Fentons Solicitors has been providing legal services for over 80 years and has one of the largest claimant PI departments in the country, recovering tens of millions of pounds worth of compensation for accident victims every year.
In April 2011, Fentons took the decision to change how they did business by working with telephone answering specialists Moneypenny. Melanie Ridgewell, head of human resources at Fentons explains what a difference it has made:
“Before using Moneypenny, all calls to our offices were handled by our in-house reception desks, with overflow calls answered by back-office admin teams. Whenever everyone was busy, calls would be held in a queue. This meant that all callers, including potential clients, were made to wait. This obviously wasn’t ideal and we were aware that there was always the danger some people would hang up before we could answer and others could be getting frustrated.
“Moneypenny introduced themselves to us at an event, explaining that we were welcome to take a trial with them. Being endorsed by the Law Society gave us real confidence that their service would be of a high quality so we went ahead and ran the trial. We weren’t disappointed. The management information presented to us after the trial gave a clear picture of peak call times and the types of calls that had overflowed to Moneypenny which in turn enabled us to make better informed business decisions.
“Stacey, our dedicated Moneypenny Receptionist, and her small team now take all our overflow calls which can amount to around 1,400 calls a month. Having Moneypenny right behind us extends our opening hours from our office times of 9am - 5.30pm to 8.30am - 6pm too which is a great help and we also know that any absences and lunchtimes are all covered. It’s such a flexible way to work as we can now cope effortlessly with any call peaks and fluctuations as well as any internal staffing issues.
“Last month alone Moneypenny picked up 36 new enquiries for us so these are obviously important calls needing attention. Working this way is really useful as a filter too so we aren’t wasting our time on unwanted cold calls.
“Stacey really knows our business and clients think of her as part of our team. We know by working together in this way we are consistently providing a seamless and efficient solution that ensures the best possible service to our clients at all times. We can also be confident we are capitalising on every business opportunity coming in.
“Moneypenny has delivered immediate value to all areas of our business. Our in-house receptionists are able to give visitors the attention they deserve and our partners are confident that all opportunities are being captured. We’re all very impressed.”