This year, Moneypenny celebrates 25 years as the world’s customer conversation experts, but where did it all start? As part of our 2025 celebrations, we’re taking you back to the beginning: a missed fax – and one big idea.
Eager startup mode
It’s the year 2000. Armed with £15,000 in a tiny office above an opticians in Wrexham, North Wales, siblings Ed Reeves and Rachel Clacher set out to create a company that would redefine how businesses handle their calls – one rooted in trust, warmth, and unwavering quality.
Ed’s lightbulb moment came after losing a major order due to a poorly handled call while on holiday. He and Rachel decided to tackle the problem head on, and Moneypenny was born. They hired their first PA, Lynn, to take calls for local clients (Lynn, who’s still with us, now greets visitors at our HQ) and with this, Moneypenny was officially off the ground.
Moneypenny co-founders, Rachel Clacher and Ed Reeves. Captured by Ginger Pixie Photography.
Scaling with heart
As we grew, Ed and Rachel were careful never to lose sight of what made us who we are. Whilst we may not all know each other’s name off by heart any longer (with over 1000 American and British team members combined) but what you will always experience, is a beaming smile. This is something visitors comment on most.
By 2003, our team had outgrown its tiny office and made the bold decision to move to Wrexham Technology Park. From here, well, things just snowballed – in the best way possible. By 2006, larger businesses were discovering the magic of Moneypenny, and so our Outsourced Switchboard provision was born.
In 2008, we won the prestigious Queen’s Award for Enterprise, in recognition of the innovative technology superpowering our people, and spent over a decade in the The Sunday Times 100 Best Companies to Work For list. Today, we’re officially a Great Place to Work both here and in the UK.
Which brings us neatly onto our next phase of growth: America. 2014 saw us take Moneypenny across the Atlantic and by 2021, we had brought our US team under one roof in Atlanta, Georgia, creating a unified space to support our clients across continents.
Moneypenny US Atlanta office
Listening and ever-evolving for our clients
Moneypenny’s story is about listening to what businesses need and responding with incredible people-technology-powered solutions that make their lives easier. Whether it’s launching our Live Chat Service in 2017 or expanding our offerings with acquisitions like VoiceNation, we’ve always focused on delivering seamless, personalized customer experiences. Technology helps us do that, but it’s our people who make the difference.
Today, we’ve grown from a team of two to more than 250 in the US and 750 in the UK. Together, we handle over 20 million customer conversations annually and every one we have is guided by the same philosophy: deliver service that’s exceptional and infused with personality. We’re not just supporting customers; we’re maintaining our clients’ reputations.
Moneypenny UK HQ in Wrexham
What’s next?
From our state-of-the-art Wrexham HQ (designed with precious input from our people) and stunning Atlanta office, one thing’s clear: we’re just getting started. Whether it’s future acquisitions or our AI ‘magic layer’, we have no intention of slowing down and the foundations of our business will always remain the same: a company built on doing what’s right, because we have a genuine love for what we do.
A year of celebrations ahead
Moneypenny turned 20 in 2020 and, understandably, it didn’t feel right to celebrate at that time. In 2025, thankfully, we’re all back together with plans to celebrate our clients and have a day (or two) of celebrations ourselves. The 25th anniversary version of our Moneypenny logo is a nod to this exciting milestone in our journey. To everyone who’s been part of our story so far: thank you. Here’s to the next 25 years of thinking big, acting small, and making every conversation count.
