Every cloud…. but are you prepared if disaster strikes?
Case Study – Turner Parkinson LLP, Manchester
Established in Bridge Street, Manchester in 1995, Turner Parkinson has grown to be a multiple award winning specialist business law firm in the North West.
Focussing on three core areas – corporate, insolvency and dispute resolution, with dedicated areas in real estate, employment, debt recovery, commercial and intellectual property, Turner Parkinson has a large portfolio of clients, including entrepreneurs, private companies and their management teams, emerging high growth businesses, private equity portfolio companies and insolvency practitioners.
For a firm that believes ‘everything and everyone matters’ and works hard to deliver a high quality service, providing a professional and efficient receptionist service is crucial.
In Autumn 2013 when the practice lost all telephone landlines due to an issue with its telecoms provider it was a serious problem that could have had major implications.
Managing Partner Mark Openshaw-Blower explains: “As a result of the fault there was a sudden outage and our ISDN 30 connections went down. Fortunately, we had retained Moneypenny’s Business Continuity and Disaster Recovery service for a good while prior to this happening, so we made a call to them and within 20 minutes we were up and running again with Moneypenny Receptionists seamlessly taking and redirecting all our calls until the problem was resolved almost a day and a half later.
“They took control calmly and effortlessly and as far as our clients were concerned it was business as usual. We had worked with Moneypenny many years before when they took all calls for us prior to establishing our own in-house reception here in Hollins Chambers so we had a good relationship, but it had been a while since they had actively taken any calls.
“It was no problem and we would highly recommend having this kind of DR capability in place. It means that should the worst happen, Moneypenny has all the information necessary to be able to take over very quickly. We found that the staff at Moneypenny couldn’t have been more helpful. They were calm and reassuring in what for us could have been a mini crisis, and at every stage provided us with an excellent service. We were so impressed that Moneypenny is now taking overspill calls for us for those times when our own receptionists need support. This is proving particularly useful for very busy periods and to cover staff absences and holidays and ensures that we are never missing a call.
“Every cloud has a silver lining as they say as the issue got us chatting to Moneypenny again and looking into how we can use their service more widely. We have been surprised by how many calls we would have been missing, even with our own receptionists in place. “
Joanna Swash, Commercial Director at Moneypenny, comments: “Working with over 900 law firms means we have first-hand experience of the challenges the legal profession faces on a daily basis. For this reason, we have an ever-growing experienced team who are dedicated to looking after calls for the legal sector.
“Moneypenny’s Business Continuity and Disaster Recovery product is available to clients with only a small set up fee and a monthly retainer that’s dependent upon size of firm. Essentially, we see the service as a low-cost ‘insurance policy’ which gives firms the ability to switch calls to us immediately, should they have need to do so. Quite simply, it’s a quick and effective way of ticking all the boxes when it comes to maintaining high service levels, maximising internal resources and presenting a professional front at all times.”
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