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Moneypenny launch integration with Microsoft Teams enabling phone calls to be directly transferred to employees

21st Feb 2023
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Tailored answering services for accountancy firms Hundreds of exceptional firms rely on Moneypenny’...
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The last few years have been a valuable lesson in the importance of staying connected with each other and our clients. 

With a whole raft of digital tools at our collective disposal, hybrid working now commonplace for many businesses and consumers becoming more demanding, it has become challenging for accountancy practices to deliver excellent and consistent customer care.

moneypenny microsoft teams integration
moneypenny

 

In response, organisations across the UK have been harnessing outsourced switchboard, telephone answering and managed live chat services to improve customer service, capture more leads and support new hybrid-work behaviours.

Handling more than 20 million calls and live chats every year, Moneypenny understands the need for customer care and connectivity all too well.  It’s why the business is so focused on delivering service-enhancing switchboard features, such as its world-first integration with Microsoft Teams to minimise in-house interruption and crucially, improve the caller experience. 

Here, Louise Wilson, head of the finance sector at Moneypenny, talks about the value of the integration and why accountancy practices must stay connected.

The accountancy sector, like so many others, really got to grips with the value of Microsoft Teams during the pandemic and it led to a whole new way of working for many businesses.  As soon as we spotted the shifting habits of clients, we wanted to develop a product that would add value to their operations. At almost the same time Microsoft opened access to its developer platform Graph API, which made it possible for us to let clients take calls through Teams in a way that is cost-effective, easy to run and easy to manage. 

Moneypenny’s in-house team designed and built the solution, which converts a standard voice call into a Microsoft Teams call and digitally announces clients’ transfers from their main switchboard number. This pioneering approach affords clients the flexibility to handle their calls in a multi-device environment, without the need for a costly Microsoft call plan.

Louise added: "The integration means that organisations’ incoming switchboard calls can be transferred directly to employees’ Teams platforms, wherever they’re working.  It also gives our receptionists instant access to clients’ Microsoft Teams’ accounts 24/7, so they can monitor real-time status and transfer calls within the Teams platform itself." 

The top three reasons people call businesses are because they have an urgent, complex, or sensitive matter. As such, accountancy practices must be both efficient and proficient at handling queries to deliver the best customer care and caller experience.

Louise adds: “Today’s customer is used to the idea of ‘on demand’ so they expect businesses to be at their disposal when it suits them. That means all businesses must be on point with the speed and professionalism of their communication channels.  

“As we monitor the status of the team member in the Teams application, we only transfer calls when that individual is free. It means a much more efficient experience all round – we’re not interrupting people when they’re busy in a Teams meeting, away or offline, and we’re able to give callers a better experience by knowing when we need to take a message. It’s all about seamless call transfers to satisfy this growing need for immediacy.”

moneypenny teams
moneypenny teams

Moneypenny has always been focused on combining extraordinary people and ground-breaking technology and the Microsoft Teams integration is the latest example. 

Louise concluded: “Above all, we want to help businesses stay connected with their clients, offer the best customer care, future-proof themselves with technology and be equipped for success.”

If you're interested in how Moneypenny could help your business, get in touch with our team.