[1]Legal process automation specialist Zylpha was founded by Tim Long, a qualified solicitor, who was frustrated with the level of repetitive processing within the legal process and turned to IT as the solution. Based in Winchester, the company started as a specialist consultancy in case management, launching its electronic document bundling solution in early 2010.
Here, Zylpha’s marketing manager David Chapman, explains how Moneypenny helps the company deliver the very best service to customers:
“As a business we have grown significantly over the past two years which has inevitably resulted in a huge increase in incoming telephone calls. We needed to be available to take calls from customers needing advice but were finding that our support team were getting regularly interrupted by calls that often weren’t for them or unwanted sales calls that were time-wasting and distracting.
We approached Moneypenny [2] to help us manage the situation whereby our Moneypenny receptionist, Kay, would answer all non-direct dial calls. This left our team free to concentrate on what they do best, safe in the knowledge that unwanted calls would be filtered out, messages were being taken and every call coming through to us was a genuine call with a value; reaching the right person.
We use Lync for all our calls so you won’t see a telephone on our desks. We all have headsets plugged into our laptops and rely heavily on our individual mobiles when we are out of the office. The Moneypenny app is a fantastic tool, enabling us to update our receptionist of our movements any time which is really handy when we are in a meeting, travelling or if we are visiting a client for training.
Moneypenny online is a really useful client tool giving us secure, easy access to our call history log and call stats, any time we need it. We use this information to identify quieter periods then we use that time to send out software updates or marketing campaigns so that we have resource available to deal with the calls we generate as a result.
We don’t have to worry about our calls now. We know they are all being handled professionally by Moneypenny whose staff consistently deliver an exemplary, very personal service. Having Moneypenny right beside us also means that if we are ever affected by bad weather or any kind of emergency, there’s no disruption to our service as business continuity is assured. Our support team are happy too, as they know that every phone call that comes through is a genuine request for help and they can continue to delight our customers at every opportunity.
We get great feedback from our callers who just assume our receptionist works for us in our office. I’ve used services before but they never felt like they belonged with us. Moneypenny is such an easy fit; the service is so simple – great people combined with very clever technology. It really is a no-brainer.”