Archive for December, 2016

Fully SIQ in 2016

fully-siq-award-winners_2014-2016

 

Every quarter here at Smartgroup, we recognise the great work of team members who go above and beyond to create a better experience for our customers.

Amongst the various awards, we have the “Fully SIQ” award (named after our ASX ticker).  Team members receive awards for all sorts of amazing things that they do.  What makes this award different is that the team members must have done something that is so memorable that people would be talking about it for years to come.  Since the launch of the award following our IPO in July 2014, we’ve had five Fully SIQ stories that I would like to share with you.

Katrina Wilson, Smartsalary Team Leader, was 26 weeks pregnant and undergoing testing when she met a hospital employee who recognised Katrina from a presentation she done the year before. This employee knew she would benefit from salary packaging but as a single mum in a busy job, setting it up hadn’t been a priority.  Katrina’s tests involved some waiting around, so she used the time to help the employee understand her entitlements, organise the paperwork and submit for processing. By the time Katrina’s testing was complete, this employee’s salary packaging was set up and ready to go.

Fionna Hamilton, Field Sales Consultant, went out of her way to organise the catering for an event at St George Hospital, getting up before dawn on the morning of the event to bake 400 scones; in fact, 200 plain scones and another 200 date scones! As you can imagine, the staff at St George were impressed with the freshness and home-baked quality, and no doubt left feeling pretty special that someone would go to such lengths for them.

Harish Dahal, Infrastructure Engineer, had spent hours going back and forth with Leasing Consultant, Carlee Jones working to solve persistent issues with Carlee’s phone and computer.  Even though it was late in the afternoon, Harish knew the best way forward was to pay Carlee a visit almost 200km away. So Harish hopped in his car and drove from Sydney head office to Newcastle to solve Carlee’s technical issues once and for all!

Michael Bell, Mobile Leasing Team Leader.  After severe storms had delayed new car deliveries in Queensland, one of our customers was not going to receive his car in time for a wedding and family reunion. So Michael went the extra mile (or 1000!) and took the initiative to fly from his home in Townsville down to the car dealer in Brisbane to pick up the car and drove it back up to his customer in Rockhampton.  Of course, he also cleaned and refuelled the car along the way!

Peter Arthur, Salary Packaging Consultant, was stopped for a random breath test (which he passed of course!).  Not only did he get to chatting with the officer about novated leasing, but he went back to the police station to chat with the officer’s colleagues about their novated leasing options, too.  Talk about making the most out of a situation!

They may be outside the norm, but each of these acts demonstrates the calibre of our employees and their commitment to customer service, and I certainly am immensely proud and appreciative!

So congrats Katrina, Harish and Fionna, Michael and Peter. You are all indeed Fully SIQ

Smartsalary bags 2 national customer service awards

2016-awards

2016 has been Smartgroup’s most highly awarded year to date with a total of four awards (two for innovation and two for customer service). I’m pleased to share our two most recent awards, both for excellence in customer service.

Best Contact Centre in Australia 50 – 149 FTE
In its annual awards, Auscontact Association assesses an organisation’s commitment, leadership and innovation in delivering exceptional customer service.  In 2016, Smartsalary’s customer service team was awarded the highest honour in their category, being named the Best Call Centre nationally with between 50 and 149 full-time employees.

Part of our submission was a video that we had great fun putting together. Check it out here.

Service Champion – Medium Business
With an aggregate score of 8.58 out of 10, Smartsalary achieved the highest score ever awarded in the 19-year history of the Customer Service Institute of Australia (CSIA). You can imagine how proud we are of our hard working team.

Areas of strength highlighted by the CSIA include:

  • Company strategy
  • Innovation and transformation
  • Customer service initiatives.

On the back of this great work, we were recognised with the CSIA National Service Champion Award in the medium business category.

I’d like to extend a hearty thanks and congratulations to the team here at Smartgroup who go above and beyond to achieve great outcomes for our customers, and to our customers whose ongoing support and incredible loyalty enable us to continue to improve our service and grow our business.


Deven Billimoria
Chief Executive Officer
Smartgroup

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