Delivering full customer service & 24/7 call-outs to drive significant efficiencies for Enerveo

Contract with Moneypenny

Bespoke Customer Team for Enerveo, managing communications, including 24-hour emergency call-outs, since 2022.

• Operate as an emergency response line 24/7, 365
• Manage faults reported via live chat
• Organise emergency engineer call-outs
• Facilitate fault and incident reports
• Duly follow a specified call management process
• Triage high-priority enquiries
• Liaise with emergency services and local authorities
• Log queries from members of the public and provide ticket updates
• Communicate with engineers whilst out on jobs

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I feel like my job makes a real difference to my client and their customers. It’s so fulfilling.

Talyor, Enerveo Bespoke Customer Team agent

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99% of calls answered within 15 seconds

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Looking for a best-in-class provider

Working against strict SLAs with various local authorities means that Enerveo need to maintain a consistently tight operation to avoid service penalties. Because of this, accuracy and dependability were key drivers when it came to looking for an outsourced partner. After having tried a generic answering service, Enerveo approached Moneypenny to tender for a Bespoke Customer Team answer 100% of calls and:

• Meet outlined SLAs, including quick answer times and response rates
• Enhance customer operations
• Utilise in-house systems through integrations
• Closely follow pre-agreed call management processes

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96% of customers say customer service is important in their choice of loyalty to a brand

Forbes Leadership Forum

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A unique approach that impressed from the beginning

Enerveo weren’t just looking for an answering service, they needed a partner they could trust to take a fresh approach and recommend a tailored solution to meet their specific requirements. After being let down by another provider, we wanted to make sure they felt confident from the very start. With all senior stakeholders involved from day one, from training and operations to account management and IT, Enerveo had a crystal-clear picture of what being a Moneypenny client means and the significance of their account to us.

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Connecting our systems for the ultimate provision

With access to Enerveo’s internal systems, their Bespoke Customer Team can be even more efficient and work alongside their in-house team in a completely seamless way. Through their various portals we’re able to cover 15 of their UK locations, accessing external software that allows us to search for specific units within their own databases, load jobs to provide updates to callers, escalate health and safety incidents and triage reports.

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Innovation for a better customer experience

Having completely eradicated service level credits with their local authority partners from the get-go, Enerveo knew they’d found the right solution in Moneypenny. After working with their team for a few weeks and gaining a better understanding of their calls, we were able to identify some areas where we could add further value and strengthen their customer experience. Since then, we’ve introduced SMS as a way to complete welfare checks on lone-working engineers whilst out on jobs, and Live Chat on their website to accommodate users with accessibility requirements – both of which, Enerveo is already feeling the benefits of.

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Just wanted to say the move to Moneypenny has been a total success. Every call-out has been handled professionally with information and locations always correct. The small fact that you know the name of the person on call is a breath of fresh air!

Enerveo team feedback

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We couldn’t recommend Moneypenny more highly. They are passionate about what they do and an absolute pleasure to work with.

Enerveo team feedback

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Come visit us and let’s talk​​

Samantha Jones, our Commercial Director for Bespoke Customer Teams, is ready and waiting to discuss your needs in more detail. Complete this form or call her today on 0333 202 1005.​