Advance Filtration Systems Ltd exceeds service expectations

No customer call goes unanswered - day or night

Tracie Barton, Service Administrator

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When did you realise you needed support?

“Any calls that came through early in the morning or late afternoon were diverted to one of our directors, however these could be missed if they were unavailable. As a 24/7 provider to the industry, we needed to close this gap. We also saw an increase in the number of service contracts, resulting in a heavier reliance on our directors, so it was the perfect time to try Moneypenny.”

What does good customer service look like?

“Our customers' experience should be seamless at every point in their journey with us, and this includes call handling. Whether they're answered by Moneypenny or ourselves, there's never a difference in quality.”

How has Moneypenny changed your business?

“Customers’ calls are now answered at all times with Moneypenny’s 24/7 support. Having Kelsey, our Moneypenny Receptionist, and her small team on hand means customers can be transferred to an engineer on call, whether it’s overnight or during the weekend. They’re also a major help throughout the day, picking up any overflow calls we might miss in the office.”

What are the key benefits?

“Moneypenny’s service is really important to our business; it enables us to look after our customers to an even higher degree and attend sites within our Service Level Agreement. Their support has relieved the pressure on our directors and gives our in-house team peace of mind that customers (oblivious to the fact that it’s actually Moneypenny looking after them) can always reach us.”

Any advice for other businesses?

“We wouldn't hesitate in recommending Moneypenny to any other business - the whole set-up just works.”

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Moneypenny provides: 24-hour support

Busiest time of day is between: 4 – 5pm

Most support is needed on: Fridays

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