Moneypenny

How bots on Workplace are helping Moneypenny to engage staff, build culture and give back to the community.
Project Objective:

Automation and engagement

Client:

Moneypenny

Project Completion:

December 2019

PROJECT OVERVIEW

Bringing a new perspective to HR

Moneypenny was founded in 2000 with one goal in mind – to leave their clients and customers smiling after every phone call. They manage over 15 million calls and live chats for over 13,000 clients, ranging from sole traders to multinationals, in the UK and US. Their well-known reputation for delivering engaged and inspired personal assistants comes from their modern approach to human resources, culture building, and corporate social responsibility initiatives.

 

Using bots on Workplace, Moneypenny’s HR team has been able to create a suite of experiences that are driving engagement with staff, improving company morale and supporting CSR initiatives.

The challenge

Every day at Moneypenny, their staff of 800+ come to work energized and ready to provide the best phone answering service possible. For Emma Davies, Working Life Assistant at Moneypenny, a huge part of their success as a business comes from their ability to connect with staff in a meaningful, fulfilling way.

 

To achieve this, Emma and her team have redefined the meaning of Human Resources and Operations by reframing the mindset around work-life balance. Beyond the typical job duties and responsibilities, there is so much more that goes into a healthy working life for employees. 

 

Work-based relationships, professional growth, social responsibility, and community wellbeing are all key aspects that can leave a positive (or negative) impression on staff.

 

 

At Moneypenny, their corporate events and traditions are the heartbeat of company culture. Two of their feel-good initiatives this season involved providing fun activities to help bring staff together around the holidays.

 

 

To kick off the season of goodwill, Moneypenny wanted to hold a ‘promise auction’ where local businesses and staff promised prizes for everyone to bid on. The challenge was to minimise the amount of time it would take to organise and run while maximising the engagement and donations it could generate from staff.

 

 

On top of running the auction, the biggest holiday event of the year for Moneypenny’s HR team was fast approaching – ‘Festive Friday’ – a day where staff are serenaded by a Christmas choir, wear holiday jumpers, and get treated to a Christmas dinner. Festive Friday has been deemed as everyone’s “favourite day of the year” and, this year, Moneypenny wanted to use the day to provide some Christmas joy to underprivileged children and families from the local community

 

The solutions

Moneypenny’s HR team decided to first take on the promise auction, and to build a bot that automated the auction process, allowed staff to see and bid on the items on offer, and drove engagement with the initiative on Workplace.

Business impact

Each bot took less than one day to build and resulted in large increases in staff engagement, program participation, process completion and time saved.

 

Using a bot on Workplace to automate the Toy Drive resulted in 612 of the 621 staff who were sent an initial broadcast taking part in the program and buying a gift for a child – representing a 98.5% participation rate.


Meanwhile, 64% of staff members used the charity auction bot to place a bid and helped raised thousands of pounds for charity – all while taking up 80% less time to organise than before using bots.

Results

0 %
staff participation
0
gifts donated to local children
0 %
more time efficient
"With TBP, I could build these bots myself, and I had the freedom to experiment on my own. I can create a solution for the problems I see every day in a matter of minutes. You guys were so appealing because anyone can do it. It wouldn’t take up our IT or our Development team’s time – I could do it myself. We knew your company fit really well with how we work with the level of support you guys offer, and we’re always looking to partner with those types of companies."
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Emma Davies
Working Life Analyst Architect

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