When did you realize you needed support?
"We were dealing with high call volumes, long wait times, and constant staffing shortages. The turnover meant we were stuck in a cycle of recruiting and training, and it was starting to affect the patient experience. We needed a solution we could rely on."
What does good customer service look like?
"It was important that any new solution reflected our existing intake process rather than forcing us to change how we work. Moneypenny audited our call data, built a staffing model around it, and hand-selected agents who came onsite for training — the whole thing was live within two weeks."
How has Moneypenny changed your business?
"Moneypenny's partnership has delivered measurable improvements in our call response times and patient experience. Their team's professionalism and adaptability have made a clear difference for our practice."
What are the key benefits?
The flexibility has let us keep refining our intake process while holding onto the level of service our practice is known for. We've seen real-time staffing adherence, live data and reporting, and quality assurance. Hold times dropped by 45%, repeat callers fell by 50%, and staff turnover hit zero. The practice now benefits from real-time staffing adherence, live data and reporting, and quality assurance KPIs that weren't in place before.
Any advice for other businesses?
"My advice would be to look for a partner that fits into how you already work, rather than one that makes you overhaul your process to fit them. Since bringing Moneypenny on, the switch has felt effortless, no pushback from clients, prospective patients, staff, or partners, and we've got the flexibility to keep adjusting the setup as our needs change."