RSM case study
Matthew Foy, Assistant Manager, explains why RSM UK turned to Moneypenny for short-term support, and how they deliver better service as a result.
The nature of business insolvency means you can be faced with a high call volume overnight, which can often be unmanageable for an in-house team. When only a real person will do, a Telephone Answering Service can be the perfect solution by managing calls on a fully outsourced or overflow basis.
When did you realise you needed support?
“A client of ours with over 10,000 investors went into administration and we knew our in-house staff wouldn’t be able to manage the high call volume expected. Outsourcing was a necessity, and we needed support in place quickly. After researching online, it was clear that Moneypenny was the best provider.”
What does good customer service look like?
“Quite often, callers are put through to an automated line directing them to an FAQs page or website. Determined to deliver a higher level of service, we wanted callers to be able to speak with a real person whenever they needed.”
How has Moneypenny changed your business?
“The turnaround was impressive – we sent over a large amount of information to our Moneypenny Receptionist, Stacey, so her supporting team could field calls efficiently. Everything was set up within 48 hours. The Moneypenny team answers any questions investors have and manages their expectations brilliantly. They are proactive in their understanding too, and ask for further details in order to handle every call perfectly.”
What are the key benefits?
“In this instance, many callers were understandably anxious or agitated. The fact they were able to speak to a real person, who provided the information they were looking for, put them at ease. With Moneypenny’s support, we’re now able to dedicate more time and attention to wrapping up the administration process itself, knowing that these calls – no matter how difficult they may be – are in safe hands.”
Any advice for other businesses?
“I would of course recommend the service, but more importantly, I’d advise any business to share as much information as they can with Moneypenny – we found that the more details we gave the team, the more they were able to come back to us with valuable insights into what investors were looking for.”