Posts Tagged 'Customer service'

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.

The ultimate winners are our customers

If you’re a regular reader of my blog, you’ll know that everything we do here at Smartgroup is about our customers and giving them the easiest salary packaging and novated car leasing experience possible. Last week at the Australian Service Industry Awards in Melbourne, that focus and work was recognised when we picked up four awards:

  • 2015 NSW Winner — Medium Business
  • 2015 NSW Winner — Customer Charter
  • 2015 National – Highly Commended — Medium Business
  • 2015 National – Highly Commended — Customer Charter

As you can imagine, we’re delighted!

Smartsalary has been accredited by the Customer Service Institute of Australia (CSIA) since 2008 and we’ve worked to ensure we improve our score every year. After a rigorous judging process, we were awarded a score of 8.44. We were advised by the CSIA that not only is Smartsalary one of only four companies ever to achieve an aggregate score of over 8.0, but we were also advised that we received more 9+ scores for individual attributes than any company in the history of the CSIA!

CSIA award timeline 2015

Since CSIA accreditation in 2008, Smartgroup has improved its score year on year.

We’re also thrilled to receive highly commended recognition Nationally, nipping at the heels of the very best in Australia.

Smartgroup was represented at the Australia Service Industry Awards by members of our management, sales, customer service and continuous improvement teams.

Representing Smartgroup at the Australia Service Industry Awards were members of our management, sales, customer service and continuous improvement teams.

Awards such as this are fantastic to receive, but only hint at the hard work that goes on across the Smartgroup network every day. The entire team is on a mission of continuous improvement – they certainly live and breathe our service mantra.

And finally, thank you to our incredibly loyal customers for providing us the motivation to work relentlessly to improve our service to you!

2013 Customer Service Awards

Last night our team attended The Australian Service Excellence Awards in Melbourne. It was fantastic to attend alongside members of the Smartsalary team.

We have participated in the Customer Service Institute of Australia (CSIA) accreditation process since 2008, in an effort to continue to improve our service to our valued customers.  As you can see below, our scores have improved every year.  This year, we achieved a score of 8.04, our highest yet!  In fact, we are delighted to have received a ‘10’ for after sales service, which we understand is the only perfect score ever awarded by the CSIA.

2013 CSIA scores

In addition, Lynne Mackenzie was highly commended NSW/ACT Customer Service Manager of the Year and Sonali Saxena was highly commended NSW/ACT Contact Centre Manager of the Year. A big congratulations to them, and to Jason Harper, who led the CSIA accreditation process.

 CSIA 2013

Our Customer Service Stars!

We really love to celebrate success and last month we had a couple of exceptional performers in our service centre whose achievements we would like to draw attention to!

As our customers know, we send short email surveys to all those who ring our service centre.  One of the questions we ask is our Ultimate Question: Would you recommend Smartsalary to a friend or colleague?

Check out the results for two of our top agents in the service centre last month.

Using the NPS methodology below, you can see that these two agents had 64% promoters and 6% detractors, for a total NPS of 58% (which is derived by 64%-6%).

Given that NPS scores can range from +100% down to -100%, our current companywide score in the low 40s is pretty good.  Though as a company, we would do well to better understand our higher performers and try to replicate their skills throughout the organisation.

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Deven Billimoria
Chief Executive Officer
Smartgroup

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