Case Study: Moneypenny

How we help Moneypenny to boost productivity whilst cutting costs by 40%.

The Problem

Moneypenny is a market-leading provider of personalised PA services to an ever-expanding customer base of more than 6,000 client businesses nationwide. The business prides itself on the quality of its team and since its foundation in 2000 it has been recognised 3 times by the Sunday Times as one of the top 100 places to work in the UK.

Moneypenny PAs handle thousands of calls on behalf of clients every day, each of which is answered individually according to the client’s own brief. With potentially large numbers of new clients taken on each month there is always a need for additional capacity and new services.

Previously, Moneypenny was only able to route numbers via a cumbersome PIN-protected dial-in service. With up to 200 numbers to route per month, this unintuitive system proved a significant drain on time and resources. Moneypenny needed a solution that would enable them to set up services quickly, without compromising the high quality of service that the company is known for.

The Solution

storm® provides Moneypenny with the intuitive tools it needs to set up new services and connect clients to PAs quickly. When additional phone lines are required, storm enables Moneypenny to obtain new SIP trunks and increase capacity at 60% of the cost of the previous provider.

Integration of the storm portal with Moneypenny’s existing software provides the company with an intuitive administrator interface through which numbers can be rapidly routed and re-routed with greater efficiency than before. Routing of numbers can now be completed instantly through a bespoke web-based portal, saving the business up to 10 man-hours per month and thereby streamlining the overall function.

Finally, the storm platform comes with one-click disaster recovery as standard, making it simple for Moneypenny to set up back-up sites and ensure business continuity. Meanwhile, the underlying 99.999% resilience of platform helps to protect both Moneypenny and its clients from disruption to mission-critical services.

The Problem

Rightmove is the biggest property portal in the UK, with 10 million unique users per month. Its website and mobile platforms generate tens of thousands of email and phone leads per day across its membership base.

Rightmove was unhappy with its existing provider due to complex manual processes for finding & provisioning numbers, with only monthly reporting. Estate agents need reports at least weekly for the data to be meaningful.

Moneypenny is a market-leading provider of personalised PA services to an ever-expanding customer base of more than 6,000 client businesses nationwide. The business prides itself on the quality of its team and since its foundation in 2000 it has been recognised 3 times by the Sunday Times as one of the top 100 places to work in the UK.

Moneypenny PAs handle thousands of calls on behalf of clients every day, each of which is answered individually according to the client’s own brief. With potentially large numbers of new clients taken on each month there is always a need for additional capacity and new services.

Previously, Moneypenny was only able to route numbers via a cumbersome PIN-protected dial-in service. With up to 200 numbers to route per month, this unintuitive system proved a significant drain on time and resources. Moneypenny needed a solution that would enable them to set up services quickly, without compromising the high quality of service that the company is known for.

The Solution

storm® provides Moneypenny with the intuitive tools it needs to set up new services and connect clients to PAs quickly. When additional phone lines are required, storm enables Moneypenny to obtain new SIP trunks and increase capacity at 60% of the cost of the previous provider.

Integration of the storm portal with Moneypenny’s existing software provides the company with an intuitive administrator interface through which numbers can be rapidly routed and re-routed with greater efficiency than before. Routing of numbers can now be completed instantly through a bespoke web-based portal, saving the business up to 10 man-hours per month and thereby streamlining the overall function.

Finally, the storm platform comes with one-click disaster recovery as standard, making it simple for Moneypenny to set up back-up sites and ensure business continuity. Meanwhile, the underlying 99.999% resilience of platform helps to protect both Moneypenny and its clients from disruption to mission-critical services.

Before

After

When setting up new call treatment services, numbers could only be routed using a time-consuming dial-in service. This prevented new services from being set up rapidly. Integration with the storm® platform means that numbers can be routed instantly through Moneypenny’s own interfaces saving its workers hours of valuable time each month.
With a large number of new clients being on boarded each month, Moneypenny needed a flexible infrastructure that could be scaled up quickly at a low cost. Additional SIP trunks can be deployed rapidly to provide Moneypenny with the extra capacity required to on-board new customers and at a cost 40% lower than the previous provider.
Moneypenny needed a solution that would ensure the thousands of mission-critical calls its PAs receive each day continue to be handled according to each individual client’s brief. storm routes all inbound Moneypenny calls to the most appropriate PA across the business. The platform’s 99.999% availability and built-in DR ensures no mission-critical calls are dropped.
Moneypenny aims to provide the highest level of service possible for its clients, but the previous infrastructure lacked value-added services such as call-recording and customisable IVR. storm provides Moneypenny with access to a rich portfolio of value-added services in the cloud. The business currently has plans to expand its service to offer call recording for clients in the legal sector.

How it Works

  1. Administrators provide routing rules using Moneypenny’s own web-based interface. Integration with the storm® portal automatically updates new changes made here on the storm platform.
  2. Callers dial a Moneypenny client’s number and their call is directed to storm.
  3. Incoming calls are routed on to the appropriate Moneypenny PA.
  4. In the unlikely event of disruption to Moneypenny’s HQ, calls can be directed to a back-up site.
  5. Customisable real-time reporting dashboard displays key metrics related to the service.
“In a rapidly expanding business like ours, on-boarding large numbers of new clients each month without compromising our standards of service can be a challenge. Moneypenny is entrusted with thousands of mission-critical calls every day, and ensuring that each and every one is handled promptly and professionally is of paramount importance to our business. Thanks to storm®, we are now able to provide services faster than ever before, whilst the platform’s resilience helps to ensure that absolutely no calls are dropped. This has allowed us to serve our clients better and offer more flexibility to our own team.”

Oliver Kelly, IT Manager, Moneypenny

Learn More

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