Maxwell Tillman + Coleman improves client intake with access to live answering services

When did you realize you needed support?

“Like many law firms, we experienced frequent turnover in our receptionist and intake specialist positions. Training new employees became a continuous cycle that consumed valuable time and resources. Having worked at the firm in several roles since 2017, I understand how important the first phone ​call is to the client journey, so we needed a solution that could improve efficiency without compromising the ​
client experience.”

What does good customer service look like?

"It was essential that any new solution reflected our existing intake process rather than ​forcing us to change the way we work. We wanted prospective clients to receive a consistent experience while ensuring our intake team still had all the information they needed to follow up effectively."

How has Moneypenny changed your business?

"Since implementing the AI Receptionist, it feels like we've finally broken the cycle of constant recruitment and training. The transition has been seamless, with virtually no disruption to our existing workflow beyond the initial interaction now being handled by AI. We haven't received a single complaint from clients, prospective clients, staff members or partners, and the flexibility of the system means we can continue to improve our intake process while maintaining the high level of service our firm is known for." ​

What are the key benefits?

"Our Moneypenny Account Manager worked closely with us to customize the AI Receptionist around our existing intake process. Whenever we need changes or additional questions added, they're typically implemented within a matter of hours. That flexibility has allowed us to continually refine the service as our needs evolve."