Nicol & Co make every interaction count

"Moneypenny is an absolute must"

Brett Hopcutt, Operations Manager

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About Nicol & Co

Industry: Independent estate agency with offices across Worcestershire
Size: 1-50 employees
Driver for using Moneypenny: Required 24/7 lead capture across multiple channels to improve service

When did you realise you needed support?

“As a business that prides itself on delivering exceptional service, we have to ensure every opportunity is captured, even during our busiest times. When all our advisors were engaged, we risked missing valuable calls or potential leads. We needed a solution that would act as a reliable safety net whilst maintaining our service standards and that all-important personal touch.”

What were you looking for in a provider?

“We wanted a partner who could go beyond basic call handling and truly enhance our client experience. Other key priorities included the ability to capture leads effectively, offer a webchat function, integrate with our CRM system, and provide a dedicated account manager who could support us in optimising our processes and act as a genuine extension of our team.”

How did you find the onboarding process?

“What really stood out was the proactive and personable approach from Moneypenny’s Support Team – they tailored the service to our needs and actively encourage us in finding ways to improve. We worked together to set up our call handling processes, Live Chat on our website, and system integrations, which have been working flawlessly since. Their guidance ensured everything went smoothly, and the fact they’re always on hand gives us real peace of mind.”

How has Moneypenny changed your business?

“Overflow calls from our hunt groups are answered by Moneypenny, along with calls over the weekend and bank holidays, and can be transferred to us through Microsoft Teams if we're available. They also manage web chats for us, providing detailed information about our upcoming home developments. All leads – whether from calls or live chat - are added straight into our CRM system, allowing us to respond to enquiries quickly and efficiently.”

What are the key benefits?

“By guaranteeing every enquiry is answered, our service levels and lead numbers have significantly improved. Many of these leads have successfully converted into instructions too, as a direct result of them being handled so professionally. Clients regularly comment on how reassuring it is to always have someone available, and that consistency has strengthened relationships and reinforced the quality of our service. Moneypenny’s team go above and beyond – it’s a truly fantastic service.”

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Moneypenny provides: 24/7 call & live chat support

Busiest time of day is between: 9 - 10am

Most support is needed on: Saturdays

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