Moneypenny

Introduce your business and what you do there.

I’m the president, owner, and operator of J9Dilworth, Inc. We’re a full-body kick-box gym and fitness facility.

What challenge were you trying to address with Moneypenny?

Due to the volume in the gym and constant flow of people, it’s hard to answer the phone and have a productive conversation. In my gym, trainers have to wear many hats. To take that off my plate, I hired Moneypenny.

What was the scope of their involvement?

Moneypenny answers the phones and forwards the messages to me. When I’m on my breaks, I call back and return the messages.

What is the team composition?

I have one point of contact from Moneypenny. However, there are several people that could be on my account.

How did you come to work with Moneypenny?

When I decided that I needed support, I searched for answering services online. I called a few different provides but I liked Moneypenny’s offerings and pricing.   

How much have you invested with them?

I’ve invested about $4,650 in their services. Due to the pandemic, my gym was closed for six months. We had an agreed-upon price, but Moneypenny instituted a price increase during that time.

What is the status of this engagement?

We began our engagement around November 2018, and it’s ongoing.

What evidence can you share that demonstrates the impact of the engagement? 

While we’ve had several unnecessary hiccups based on the information provided to them about my gym, they’ve been helpful. For the most part, their team’s good. However, there was a point when I spoke to my point of contact about switching providers.

How did Moneypenny perform from a project management standpoint?

We mostly communicate via email, but the method depends on what I want to dicuss. We also communicate through phone calls.

What did you find most impressive about them?

They’re friendly, timely, and receptive to my requests. Their team quickly makes corrections. When there’s something wrong, they acknowledge it.

Are there any areas they could improve?

There were errors that shouldn’t have been made. These weren’t rookie mistakes. We had policies and procedures up for well over a year and a few things slipped through the crack.

Do you have any advice for potential customers?

Be clear about what you want from them. Be specific with the information you want to be transferred from the answering service to whomever calls.

Introduce your business and what you do there.

I work at SimpleCater, a corporate catering concierge service based in South Florida. Through our technology, businesses can organize caterings for staff and clients. We work with over 200 restaurants to provide authentic cuisines and variety.

What challenge were you trying to address with Moneypenny?

Our company is entirely virtual. When we first started, we had an automated service that forwarded calls to our cell phones. A lot of times, we weren’t available, and the calls would go to voicemail. When it comes to catering, clients want to speak to someone right away when it’s a pressing need. No one will leave a message; they’ll just find another caterer that would solve their needs.

We started looking into receptionist services. We hired one company that read from a script and wasn’t natural at all. Clients could quickly tell that the receptionist wasn’t interested. It was a robotic process where we received a ton of complaints.

We engaged with Moneypenny to make sure our customers were getting the real and natural attention that they deserve.

What was the scope of their involvement?

Moneypenny assigned a set of people that would understand our business. We also have an account manager dedicated to our processes.  When they answer the calls, their team explains what the customer needs without a script.

What is the team composition?

I’ve dealt with other people within the company, but our account manager has been there from the beginning.

How did you come to work with Moneypenny?

One day, my partner was reading a magazine and came across Moneypenny. I had recognized that our customers weren’t happy with our services. I knew that people answering and actively listening to our customers would be a big deal. Their team doesn’t work off of a script. That’s the primary differentiator between them and other reception services. They have a competitive advantage.

How much have you invested with them?

I pay around $330 a month, but because of extra services, it’s a little bit more now. It’s about $4,200 per year.

What is the status of this engagement?

Our engagement started with Moneypenny about three years ago.

What evidence can you share that demonstrates the impact of the engagement?

Moneypenny goes beyond answering services; their team provides trust. It’s been a straightforward process that helps tremendously. They make our company seem bigger than it is.

Their assigned team provides our clients with peace of mind. Our customers know that their problems will easily be solved. We used to have complaints once or twice a week, but now, we have no complaints at all in regards to our receptionist service. There have been no issues since working with Moneypenny.

How did Moneypenny perform from a project management standpoint?

After the initial stage, one of their representatives got in touch with me and started organizing. I have my own number with them that I can call. My account manager gets back to me within the day or by the next day. If it’s urgent and she’s not available, someone else gets back to me. There’s never been a communication issue.

What did you find most impressive about them?

By not being scripted, the team at Moneypenny helps companies look larger and trustworthy to potential customers.

Are there any areas they could improve?

No, it’s not much that they can improve upon. I wish that they had more services we could integrate within our company. In other words, their team does an excellent job with the service and with understanding our business. I wish they could help me a little bit with virtual work.

Do you have any advice for potential customers?

I’ve brought them clients. I would let them know that Moneypenny should completely handle their phone line. Communication is smoother with their involvement. Their team makes everything simple and straightforward. With other vendors, the services were more complicated, but Moneypenny simplifies it all. The people I’ve referred them to love them.

Please describe your company and your position there.

We are small Medical Office with a staff of 4 with one physician. As the office manager I needed to find phone coverage during holidays and traveling.

For what projects/services did your company hire Moneypenny?

We needed a reliable, professional solution. A missed call could easily be a missed new patient opportunity. Our needs where for Monday through Friday from 9AM to 5PM.

What were your goals for this project?

We found that people are not likely to leave a voicemail for a new patient appointment but they would live their information with a "live voice".

How did you select this vendor?

MoneyPenny came up first in a google search - I was hooked after my first contact. The pricing was fair and the transition was easy. I decided to give them a try when we were traveling.

Describe the project in detail.

I needed coverage from 9 to 5 - Monday through Friday . I wanted our patient to know that we cared about them and to let potential new patients know we were available .

What was the team composition?

I love my sales rep Amy - She is always available and takes great care of my needs. She is a delight to chat with and never misses a beat.

Can you share any outcomes from the project that demonstrate progress or success?

Working with Moneypenny is the best decision I have made. We never worry about missed calls . We instantly get a email as to the details of each call. This we can check anywhere in the world.

How effective was the workflow between your team and theirs?

It literally only takes a few minutes to set the schedule and transfer the phone. Couldn't be easier.

What did you find most impressive about this company?

(Besides Amy) - We have gotten great feedback from our patients. their call was answered and dealt with professionally.

Are there any areas for improvement?

no!

Please describe your company and your position there.

This was for a DrugTestingAce.com a business I own. This is a drug testing company that mainly services companies with kits and services.

For what projects/services did your company hire Moneypenny?

To answer calls and sort leads.

What were your goals for this project?

To have the leads get to the right people in a timely manner while sorting out the junk and information only calls.

How did you select Moneypenny?

Compared a lot of companies and found their plan one of the best. It also seemed to allow more flexibility then others.

Describe the project in detail.

To answer the phones and sort the leads.

What was the team composition?

We had a main contact and other rotated in when needed to fill the time zones.

Can you share any outcomes from the project that demonstrate progress or success?

They were affective at sorting the leads from the junk

How effective was the workflow between your team and theirs?

It was good.

What did you find most impressive about this company?

They got the job done.

Are there any areas for improvement?

not that i can think of

Please describe your company and your position there.

We are a mental health company in San Francisco with 40 clinicians. I am the head of marketing.

For what projects/services did your company hire Moneypenny?

We wanted live chat for our website.

What were your goals for this project?

We wanted to increase conversions and awareness of our services.

How did you select this vendor?

Internet research and a good sales call.

Describe the project in detail.

They provided 24/7 live chat for our company, answering questions from canned responses and "ad-libbing" compassionate interludes.

What was the team composition?

I had one point of contact, who managed her team.

Can you share any outcomes from the project that demonstrate progress or success?

No

How effective was the workflow between your team and theirs?

They were very responsive to all our changes and concerns.

What did you find most impressive about this company?

The level of support they provided set them apart.

Are there any areas for improvement?

More chat agents with a background in mental health.

Please describe your company and your position there.

We're a B2B company that works with hospitals, clinics, and individual practices. 

For what projects/services did your company hire Moneypenny?

We hired Moneypenny to answer after-hours calls that our call center missed. We wanted our client base to speak with a human rather than a machine.

What were your goals for this project?

Our goal was to give our clients and prospects a human experience. Although we are a tech company, we believe that people are a better option for customer service and satisfaction, especially when the client has problems.

How did you select this vendor?

We searched the internet for answering services and got bids from three vendors, one of which was Moneypenny. They were neither the cheapest nor the most expensive. Plus, the name is awesome, and I'm a big James Bond fan.

Describe the project in detail.

They supply live staff members to answer our after-hours calls.

What was the team composition?

I only work with the team lead. 

Can you share any outcomes from the project that demonstrate progress or success?

Whenever I've called Moneypenny, I've always been satisfied. 

How effective was the workflow between your team and theirs?

It's excellent. 

What did you find most impressive about this company?

They're easy to work with.

Are there any areas for improvement?

No, I'm happy. 

Why does your firm need inbound services? Did you use to handle these needs in-house?

We require inbound services because we have downsized.

How many inbound calls did your company handle every day?

40% of our total calls are inbound.

What challenge were you trying to address with the service provider?

Just to get calls answered and dispersed properly.

What was the scope of the service provider's involvement?

They take care of calling back our customers for potentially acquiring new business.

Could you describe the pricing structure and how they billed you?

We have short-term billing with them. We don't have a long-term contract.

How did you come to work with this service provider?

They were a referral.

How would you assess the service provider for answering calls, customer service, and communication?

They are quick, responsive and fit into my budget.

How much time and money does this service provider save you each month?

I'm not sure of the exact figure but it makes them a good short-term solution for our company.

What takeaways and measures of success can you share about working with this service provider?

Moneypenny has definitely improved revenue due to new business calls effectively answered and dispersed.

What are the service provider's strengths?

Good affordable and adaptable solution.

What areas can the service provider improve?

Response time on billing questions could be better.

How long has your company been working with this service provider?

Since February 2017.

How much money do you spend annually with this service provider?

I prefer not to answer.