24/7 customer support that feels like your own team
British Land built a dedicated bespoke customer team with Moneypenny providing 24/7 omnichannel support across calls, chat, email and social media platforms.
Contract with Moneypenny
Bespoke Customer Team for British Land since 2021, providing 24/7 omnichannel support to enhance their customer service proposition and allow for brand growth.
- Provide an around-the-clock customer service solution
- Answer incoming customer calls
- Handle live chat inquiries
- Monitor social media, responding to public interactions
- Post on public accounts in the event of a serious incident
- Manage app requests and grant site access
- Provide relevant site information and contact details to customers
- Raise tickets with IT and maintenance support teams
- Triage and field inquiries
- Liaise with security teams and request camera footage
I have such a great relationship with my client and feel proud to be on their team.
Sam, British Land Bespoke Customer Team agent
Finding a provider to deliver results
British Land recognized that they were under-resourced and exposed in several key customer service areas. This was particularly apparent outside of traditional working hours, in the evenings and over weekends, and also periods where in-house staff were on annual leave. Looking for a better way to manage fluctuating demand, they approached Moneypenny with the objective to transform their customer service through five key contact channels:
- Inbound calls
- Social media
- Live chat
- Review sites (Google, Trip Advisor, etc.)
Scoping out a vision together
Bringing on an outsourced partner was not a decision British Land took lightly. It had to be the right fit and feel tailored to their unique requirements. During the onboarding process, they visited Moneypenny on multiple occasions, spending time getting to know the team and sitting in with existing Bespoke Customer Teams to understand how our service works in practice and taking inspiration on ways to maximize our value. Working closely with them from the get-go meant we could build a solution that both parties were confident would exceed expectations.
84%of companies that work to improve their customer experience report an increase in their revenue
Forbes Leadership Forum
Delivering a true representation of their brand
Working as part of British Land’s business in the way that we do means we have the responsibility of representing their brand in every interaction we have on their behalf. Having taken the time to understand their company values, tone of voice, communication style and customer types, we were able to build an extensive knowledge base together, allowing us to provide a seamless service to ensure their customers always assume they’re talking with an experienced member of their in-house team.
Not your average partnership
With British Land’s dedicated Bespoke Customer Team delivering support around the clock, they were able to refocus their attention on strengthening brand value, while we handled their day-to-day customer operations. To achieve this, they weren’t just looking to delegate responsibility to a third-party provider. They needed a partner they could rely on and real people they know and trust to deliver on their promises, exceed expectations and share the same passion for making a difference.
Another phenomenal day! Well done everyone and thanks so much for your support. Your efforts haven’t gone unnoticed!
British Land team member feedback
Come visit us and let’s talk
Eric Schurke, our CEO of Moneypenny - North America, is ready and waiting to discuss your needs in more detail. Complete this form and start the conversation today.
Bespoke Customer Team for British Land since 2021, providing 24/7 omnichannel support to enhance their customer service proposition and allow for brand growth.
- Provide an around-the-clock customer service solution
- Answer incoming customer calls
- Handle live chat enquiries
- Monitor social media, responding to public interactions
- Post on public accounts in the event of a serious incident
- Manage app requests and grant site access
- Provide relevant site information and contact details to customers
- Raise tickets with IT and maintenance support teams
- Triage and field enquiries
- Liaise with security teams and request CCTV footage
I have such a great relationship with my client and feel proud to be on their team.
Sam, British Land Bespoke Customer Team agent
Finding a provider to deliver results
British Land recognised that they were under-resourced and exposed in several key customer service areas. This was particularly apparent outside of traditional working hours, in the evenings and over weekends, and also periods where in-house staff were on annual leave. Looking for a better way to manage fluctuating demand against unreliable resource, they approached Moneypenny with the objective to transform their customer service proposition through five key contact channels:
- Inbound calls
- Social media
- Live chat
- Review sites (Google, Trip Advisor, etc.)
Scoping out a vision together
Bringing on an outsourced partner was not a decision British Land took lightly. It had to be the right fit and feel tailored to their unique requirements. During the onboarding process, they visited Moneypenny on multiple occasions, spending time getting to know the team and sitting in with existing Bespoke Customer Teams to understand how our service works in practice and taking inspiration on ways to maximise our value. Working closely with them from the get-go meant we could build a solution that both parties were confident would exceed expectations.
84%of companies that work to improve their customer experience report an increase in their revenue
Forbes Leadership Forum
Delivering a true representation of their brand
Working as part of British Land’s business in the way that we do means we have the responsibility of representing their brand in every interaction we have on their behalf. Having taken the time to understand their company values, tone of voice, communication style and customer types, we were able to build an extensive knowledge base together, allowing us to provide a seamless service to ensure their customers always assume they’re talking with an experienced member of their in-house team.
Not your average partnership
With British Land’s dedicated Bespoke Customer Team delivering support around the clock, they were able to refocus their attention on their wider business strategic plan of strengthening brand value, while we handled their day-to-day customer operation. To achieve this, they weren’t just looking to delegate responsibility to a third-party provider. They needed a partner they could rely on and real people they know and trust to deliver on their promises, exceed expectations and share the same passion for making a difference.
Another phenomenal day! Well done everyone and thanks so much for your support. Your efforts haven’t gone unnoticed!
British Land team member feedback
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.