Bespoke support underpins customer retention
Enerveo is an expert in highly complex energy infrastructure projects and manages over 1 million streetlights across the UK. With a crucial role to play in connecting, sustaining and renewing critical infrastructure in the UK and Ireland, the firm has to maintain the highest standards in customer care and adhere to strict SLAs with their local authority clients. Failure to meet their customers’ standards would not only incur sizeable service penalties but potentially lead to the loss of clients when contracts come up for renewal. Thanks to Moneypenny’s Bespoke Customer Team, Enerveo now never misses a client call, and 99% are answered within 15 seconds. Plus, they have completely eradicated service level credits with their local authority partners.
With access to Enerveo’s internal systems, the Moneypenny Bespoke Customer Team works with their in-house team in a seamless way. Through various shared portals, Moneypenny can cover 15 of their UK locations, accessing external software that allows them to search for specific units within their own databases, load jobs to provide updates to callers, escalate health and safety incidents and triage reports.
Other value-added measures have also been introduced to improve the customer experience and help retain clients. SMS is now being used to complete welfare checks on lone-working engineers and live chat is helping to accommodate online users with accessibility requirements.
“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!”
Standing head and shoulders apart from the competition
Estate and property management franchise business EweMove has a bold brand promise: to be contactable 24/7.
To deliver that and ensure the very best experience for prospective and existing customers, EweMove calls on Moneypenny to manage the full customer journey 24/7 with a dedicated, bespoke team. As well as answering all calls to head office and individual franchisees, the team also has access to property listings and available viewing times and can book viewings and valuations, put offers forward, take payments, and carry out credit checks. All of this is driven by one clear objective – to make the experience as efficient and easy as possible for buyers, sellers, tenants and landlords.
This commitment to one-call resolution is unique within the property agency space and is one of the reasons why EweMove continues to win industry accolades, retain clients and grow its franchise network.
Proof of how fantastic customer care can aid client retention is evident in EweMove’s continual outperformance of its high street competitors - selling 70% of the homes they first list compared to the industry average of 50%.
“The reason for the industry average of 50% is that customers, whether that’s the vendor, buyer or seller, find it very difficult to get hold of the agent at the times they need to get hold of them. We achieve significantly north of that, selling 70% of the homes we first list, which is way, way ahead of any other agent in the UK. Part of that comes back to the ability for folks to speak to us 24/7. So, whenever it’s convenient for them, we have to be available so we can progress the sale or purchase of their house. Of course, we can’t do that when we’re sleeping overnight, but the Moneypenny team is always there, 24/7.
“What Moneypenny does for us is absolutely critical to our operation. We need a partner who’s as focused as we are on delivering exquisite levels of customer service. Moneypenny behaves in a way that reflects a shared understanding of that. It’s brilliant.”
Nick Neill, Managing Director of EweMove
