How an IT services provider scaled operations without hiring more support staff
Aspen Solutions, a Glasgow IT services provider, managed rapid growth by outsourcing overflow calls to Moneypenny, allowing their team to focus on revenue-generating work without hiring additional staff.
About Aspen Solutions
Industry: Glasgow-based IT services provider
Size: 1-50 employees
Biggest business challenge: Effectively managing business growth
"Moneypenny’s provision gives us the capacity to take on more business"
Paul Harkins, Owner
When did you realise you needed support?
“As our client base grew, our workload and call volume increased significantly. Our sales and service teams were answering calls when possible and we used a call queueing system, but we were receiving complaints from callers who weren’t able to speak with someone immediately. We needed a provider who could improve service and support us as we continued to grow, so we turned to Moneypenny.”
What were you looking for in a provider?
“We were already aware of call outsourcing, and it seemed like the simplest fix. We wanted a reliable solution, so hiring extra staff to manage calls wouldn’t offer the consistency we were looking for, with breaks, lunches, holidays and illness to take into account.”
How did you find the onboarding process?
“Our first impression of Moneypenny was great, and the set-up process was so simple and straightforward. David, our Moneypenny PA, got to grips with our business easily and deals with queries efficiently.”
How has Moneypenny changed your business?
“Any calls our team can’t answer overflow to Moneypenny, so they’re never missed. They often deal with service calls on our behalf, where David and his team take the time and listen to the issues clients are experiencing, which is a time-saver for us in turn, as it means we’re able to put our focus into actioning a solution.”
What are the key benefits?
“Moneypenny supports us with business growth as our team are able to concentrate on their jobs rather than answer calls, which gives us greater capacity to take on more work. What’s more, we no longer receive client complaints as they don’t need to call multiple times in order to speak with someone. We would recommend Moneypenny to any expanding business looking to enhance service and drive efficiencies.”
Moneypenny provides: overflow call support
Busiest time of day is between: 9 - 10am
Most support is needed on: Thursdays
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