Moneypenny case study – Chadwick Lawrence LLP

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11 February 2014

Jeremy Garside, managing partner of Chadwick Lawrence

Telephone answering specialists Moneypenny, answers telephone calls for more than 900 law firms of all shapes and sizes across the UK. With a dedicated legal team, Moneypenny is pleased to carry an endorsement from the Law Society. Here Yorkshire firm Chadwick Lawrence outlines how the service has been working for them for more than four years:

Chadwick Lawrence LLP has been offering legal advice to Yorkshire businesses for over 160 years, delivering a comprehensive range of expert legal services to commercial and private clients.  The firm has eight offices across Yorkshire and is now one of the region’s leading firms, offering traditional legal services such as family law and conveyancing as well as having dedicated commercial, employment and medical negligence departments.

The Business Challenge:

In August 2009, Chadwick Lawrence decided to improve its in-bound call handling capabilities by providing support to its reception teams.  The improvements would also have to deliver consistently high levels of service to clients calling the office – regardless of staff holidays or high call volumes.

Jeremy Garside, managing partner of Chadwick Lawrence comments:

“The challenge was to achieve a successful balance between the cost of extra staffing and maintaining high levels of client service during periods of high call volume.  We needed support that would help us manage our peak call periods cost effectively, but also deal with our customers in a professional and efficient manner at all times.”

Solution Deployed

After an initial trial period that enabled Chadwick Lawrence to review the times and days they needed telephone support, Moneypenny was appointed to handle the firm’s ‘overflow’ calls.

Jeremy continues: “Moneypenny works seamlessly with our in-house team to ensure no calls are missed at peak times and that each call is handled professionally and competently.  The online reporting tool, which we can access 24 hours a day, seven days a week also helps us plan effectively for call peaks in the future.”

Benefits Achieved

Using Moneypenny to help handle peak call volumes and provide support to the reception team at break times or during absence has brought a number of benefits:

  • More than 3,000 ‘overflow’ calls are now efficiently handled each month
  • Reception is automatically covered during employee sickness or lunch breaks
  • Chadwick Lawrence has now extended the Moneypenny solution to cover multiple offices


Jeremy is delighted to conclude:

“Working closely with Moneypenny means we have been able to deliver a first class call handling service cost effectively.  No calls are missed and each one is handled professionally, which is a great help to me and the reception team.”

To discuss your needs in more detail, as well as find out more about Moneypenny’s
no-obligation trial, please contact:

08000 199 944

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