Archive for December, 2017

Going above and beyond in 2017

Creating a better experience for our customers is something we continually strive for and our quarterly Fully SIQ award at Smartgroup (named after our ASX ticker) honours that. Our team members win all sorts of awards, but what makes our Fully SIQ unique is it recognises an act that is so memorable, we know people might just remember it for years to come!

Sally Heys is a Salary Packaging Consultant at Smartsalary, and earlier this year, she was hospitalised for complications after a routine tonsil procedure. As Sally lay in bed recovering at Sydney’s Mona Vale Hospital, one of the nursing staff recognised her and asked if she worked for Smartsalary. It turns out this nurse was also Sally’s next-door neighbour and a Smartsalary customer. She had packaging in place, but wanted more information around meal entertainment and wanted to understand the benefits associated with this product. Still in bed, and hooked up to a drip, Sally ran an impromptu information session on the value of meal entertainment. Before she knew it, she had four more nurses join her audience as the word quickly spread.

Once she was on the mend, Sally dropped off five meal entertainment cards to her neighbour’s letterbox and set up a presentation at Mona Vale Hospital so we could reach out to interested staff.

Sally’s quick thinking under less-than-ideal circumstances, demonstrates her undeniable dedication and is a shining example of how our people go above-and-beyond for our customers.

Sally thought, “The nurses had done such a wonderful job looking after me I thought the least I could do was give them a bit more info and drop off an application form to make applying as easy as possible!”

Sally exemplifies our company values, and I want to thank her for an exceptional job in delivering extraordinary customer service. She joins a fantastic group of previous Fully SIQ winners whose past stories range from baking 400 scones for a client event to flying 1,000 miles to pick up a leased car from a dealer in time a wedding and family reunion. We are lucky at Smartgroup to have such dedicated people in our company!

Fully-SIQ-Award-Winners_2014-2017_Dec-2017

Salary packaging – sooner

The process of starting a new job can often mean being swamped with paperwork –  particularly for our busy customers who work in the health sector. Filling out multiple forms to supply their personal details and financial information, coupled with a bunch of internal forms, can be an onerous and time-consuming task.

As a result, some people simply forget, or never get around to signing up for the benefits of salary sacrificing.

Smartsalary recognised this gap and developed a tailor-made process that enables employees to get their salary packaging up and running more quickly, and therefore start to save money sooner. This initiative helped Smartsalary to be recognised as one of the most ‘cutting edge’ companies by the Australian Financial Review’s Most Innovative Companies Award.

strategy triangle

Continuous innovation is a key theme for our business, enabling rapid growth and strong performance results since business inception.

As one of our health customers observed, Smartsalary “developed a solution to a long-standing recruitment issue and this has culminated in the fine-tuning of seamless onboarding processes. Ongoing support and follow-up have meant small gaps were ironed out before the go-live. We look forward to a process that will allow our staff to easily engage with some of the benefits of working for a health institution as soon as they accept the job.”

More than 1,000 companies vie for these awards, so to make the top 50 again is a remarkable achievement. I’d like to extend a big thank you to everyone at Smartsalary for continuing to improve our service for hundreds of thousands of customers across Australia.

This innovation award, coupled with our recent National Service Champion award, suggests that maybe, just maybe, we are a pretty good company to deal with!

Championing great customer service

The national peak body for excellence in customer service, the Customer Service Institute of Australia (CSIA), has awarded Smartsalary the highest audit score it that has ever given any organisation… indeed, for the third consecutive year.

Awards 2017

For the third year running, we’ve achieved the highest score in CSIA history.

The CSIA uses the International Customer Service Standard (ICSS: 2015-2020), a framework that assesses an organisations level of maturity when it comes to implementing customer focus in its service delivery system. CSIA CEO Anouche Newman says, “as a longstanding Certified Customer Service Organisation, Smartsalary has successfully implemented the ICSS framework into its BAU operations, and they should be delighted with the score, a result of a systemic and determined effort to turn attention towards the customer in all it does.”

Providing great service is one thing but maintaining it to a high standard, and improving year on year, shows just how committed the team is to continuous improvement, and also, of course, to delivering the sort of service our customers have come to expect.


Deven Billimoria
Chief Executive Officer
Smartgroup

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