Moneypenny creates dedicated franchise team to meet growing demand

Hollie Broadhead has been appointed as the business development executive

Outsourced communications provider, Moneypenny, has created a dedicated team of receptionists and appointed a new business development executive to meet rising demand from UK franchises. It provides telephone answering, live chat, and bespoke customer teams to hundreds of UK franchises, including Vets4Pets, Mazda and EweMove – which recently named Moneypenny as its supplier of the year.

The organisation expects to extend its share of the market with its new team of receptionists and the expertise of Hollie Broadhead, who previously worked as a new business manager for Moneypenny’s SME clients.

Hollie said: “Despite the pandemic, franchising in the UK has grown year-on-year for two decades. The multi-billion-pound industry employs over 700,000 people – it’s an extremely vibrant, dynamic sector and one I was hugely keen to work more closely with.

“Multi-site, cross-region businesses bring with them their own unique set of challenges and during my time at Moneypenny, I’ve taken great interest in seeing how each solution is developed to suit the differing requirements of franchisors. I look forward to supporting them as we continue to cement our position as a trusted expert within the market.”

Moneypenny’s products help ensure that levels of service are consistent and enable those within the franchise sector to take more control over the customer journey and better reflect their brand.

“In recent years, we’ve seen franchises become much savvier about the importance of offering digital channels for customers and the need to respond outside traditional office hours. They are also recognising how potentially lucrative it can be, as 41 per cent of live chats we handle are actionable new business enquiries and 46 per cent are during weekends and after standard business hours. The technology is a must-have for franchises in all sectors looking to future-proof their success and offer the modern consumer the service and experience they expect,” Hollie continued.

Dean Martin from Bluebird Care – a franchise that has benefitted from Moneypenny’s live chat technology for two years – said: “Since implementing live chat, we’ve captured nearly 35,000 chats in just one year. If we were to resource a service like this ourselves this would mean recruiting a large team, implementing our own chat system and training all 220 of our offices, so for us, outsourcing to Moneypenny was a no-brainer. Moneypenny is able to build a level of trust with every visitor which is incredibly important for our business.”