Delivering full customer service & 24/7 call-outs to drive significant efficiencies for Enerveo
Enerveo at a glance
Part of the Aurelius Group, one of the leading mechanical and electrical contracting businesses and the biggest street lighting company in the UK, Enerveo are experts in highly complex energy infrastructure projects.
I feel like my job makes a real difference to my client and their customers. It’s so fulfilling.
99% of calls answered within 15 seconds
Looking for a best-in-class provider
Working against strict SLAs with various local authorities means that Enerveo need to maintain a consistently tight operation to avoid service penalties. Because of this, accuracy and dependability were key drivers when it came to looking for an outsourced partner. After having tried a generic answering service, Enerveo approached Moneypenny to tender for a Bespoke Customer Team to:
Answer
100% of calls- Meet
outlined SLAs, including quick answer times and response rates
- Enhance
customer operations
- Recommend
further ways to add value through outsourcing
- Become a
proud brand ambassador
- Utilise
in-house systems through integrations
- Closely
follow pre-agreed call management processes
96% of customers say customer service is important in their choice of loyalty to a brand
Forbes Leadership Forum
A unique approach that impressed from the beginning
Enerveo weren’t just looking for an answering service, they needed a partner they could trust to take a fresh approach and recommend a tailored solution to meet their specific requirements. After being let down by another provider, we wanted to make sure they felt confident from the very start. With all senior stakeholders involved from day one, from training and operations to account management and IT, Enerveo had a crystal-clear picture of what being a Moneypenny client means and the significance of their account to us.
Customer Team Manager
Moneypenny team
member since 2016
Connecting our systems for the ultimate provision
With access to Enerveo’s internal systems, their Bespoke Customer Team can be even more efficient and work alongside their in-house team in a completely seamless way. Through their various portals we’re able to cover 15 of their UK locations, accessing external software that allows us to search for specific units within their own databases, load jobs to provide updates to callers, escalate health and safety incidents and triage reports.
Innovation for a better customer experience
Having completely eradicated service level credits with their local authority partners from the get-go, Enerveo knew they’d found the right solution in Moneypenny. After working with their team for a few weeks and gaining a better understanding of their calls, we were able to identify some areas where we could add further value and strengthen their customer experience. Since then, we’ve introduced SMS as a way to complete welfare checks on lone-working engineers whilst out on jobs, and Live Chat on their website to accommodate users with accessibility requirements – both of which, Enerveo is already feeling the benefits of.
Just wanted to say the move to Moneypenny has been a total success. 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!
Enerveo team feedback
We couldn’t recommend Moneypenny more highly. They are passionate about what they do and an absolute pleasure to work with.
Enerveo team 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.