Taking British Land’s customer journey to a whole new level
British Land at a glance
British Land is one of the largest property development and investment companies in the UK, creating, owning and managing some of the country’s best and most sustainable real estate.
I have such a great relationship with my client and feel proud to be on their team.
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.