How MoonClerk Helped Improve i24 Group’s Client Retention By 35% And Reducing Training Time By 70%

Co-Founder of i24 Group, Brad Kellard, talks with us about how MoonClerk’s support team, Payer Portal, and other features have helped his company increase customer retention while at the same time reducing internal training/admin time.

Can you tell us a little about i24 Group?

i24 Group operates a portfolio of service-based businesses. One of our core brands—and the one we use MoonClerk for—is our Virtual Office service. We provide real street addresses in the UK and USA so individuals and businesses can receive mail from anywhere, work remotely, appear professional and stay flexible. 

What are your day-to-day responsibilities?

As Co-Founder & CMO, I’m responsible for setting the strategic direction across our brands. I focus on developing and refining our service offerings, making sure we’re meeting (and exceeding) the needs of our clients, and leading the marketing efforts that drive growth. I also stay constantly alert to new opportunities, support our team, and ensure we stay ahead in a competitive market.

How did you get started?

We started by offering Virtual Receptionist services to small businesses—mainly those who couldn’t justify a full-time hire but still needed their calls answered professionally. It was a simple solution that made a real difference. It freed up their time, helped them stop missing opportunities and gave them space to grow. From there, the demand for flexible, remote-friendly services grew and we naturally expanded into virtual offices and mailboxes—giving people more freedom to run their business from anywhere while maintaining a professional image. 

What have been some key factors in growing your business?

One of the biggest drivers has been staying close to our clients - really listening to their evolving needs and quickly adapting our services to meet them. We focus on keeping things simple, effective and transparent, which builds trust and makes it easy for clients to choose us.

Another key factor is how we’ve streamlined our onboarding. Clients can sign up for services online, on a subscription basis, without any friction. That ease of access, combined with a recurring revenue model, has given us predictable cash flow and the ability to scale quickly and sustainably. 

What do you use MoonClerk for?

We use MoonClerk to manage client subscriptions. When someone chooses a package on our website, they’re directed to a secure MoonClerk payment form we’ve customized to collect everything we need. Once they’ve paid, they get instant confirmation, and their service with us is activated right away. It makes the entire sign-up process smooth - for both us and the client.

What problems did you have with your previous payment system?

We tested several other platforms before switching to MoonClerk, but they were either overly complex, unintuitive, or didn’t offer the level of customization we needed. The overall experience just wasn’t smooth enough, especially for client-facing interactions.

The other systems slowed us down and held back growth. We didn’t feel confident in the platforms we were using and when you lack that confidence, you can’t scale—you’re too busy second-guessing the system instead of focusing on growth. We needed a solution we could trust to just work, so we could move faster and serve more clients without hesitation.

What made you finally decide to use MoonClerk?

Honestly, it was the headline on their homepage: "You’re just 5 minutes from accepting recurring & one-time online payments." That spoke to us. We were looking for something quick, simple, and reliable—so we thought, let’s see if it really is as easy as they say. And to our relief, it actually was!

What was your experience when getting started with MoonClerk?

Everything was simple and smooth when we started with MoonClerk. The interface was clean, we weren’t overwhelmed, and the setup was straightforward. We knew pretty quickly that this was exactly what we’d been looking for.

What specific feature do you like most about MoonClerk?

For us, MoonClerk’s Payer Portal is a key feature. The portal gives customers direct access to manage their subscription and update other parts of their service with us, thanks to how we’ve customized the setup. It’s like a self-service hub—clients have control and we spend less time on admin. It keeps the whole experience smooth, efficient and scalable.

What are 2-3 benefits of using MoonClerk?

MoonClerk’s support is excellent. If we ever have a question or need help, we can reach the MoonClerk team in just a couple of clicks through the chat icon—and they respond quickly. It feels personal, not like you’re dealing with a faceless support system.

We also like how easy it is to customize the platform. From payment forms to email notifications, it’s easy to tailor things to fit how we work. And the flexibility with subscription amounts means we can offer different plans and pricing without limitations.

How has MoonClerk helped your business?

MoonClerk has made a real impact on our operations. Onboarding new team members is significantly faster—we’ve reduced training time by around 70% because the platform is so easy to use and navigate.

MoonClerk has also improved the experience our clients have with us. The smooth sign-up process and self-service features have directly contributed to an increase in our client retention rate, which has gone up by 35% since we integrated MoonClerk.

Would you recommend MoonClerk to others? If so, why?

Absolutely. If your business has, or is planning to introduce, a subscription model, MoonClerk makes managing it effortless. It’s reliable, easy to set up, and flexible. You can scale confidently without adding unnecessary complexity.

Is there anything else you’d like to add?

MoonClerk has become one of those rare tools we can rely on every day. It plays an active role in both our team’s workflow and our customer experience, but it never creates friction. It does exactly what we need, scales with us, and lets us focus on growth—without getting caught up in the admin that usually comes with managing subscriptions and payments.