Posts Tagged 'Deven Billimoria'

Smartsalary Client Breakfast . . . Check Out the Short Video!

Every year, we host a series of client breakfasts across capital cities in Australia.  It’s a great opportunity for us to share our story with all of our clients, both longstanding and new ones. We host these breakfasts at the end of the year so it is an opportune time to recap on the year past, shed some light on the year ahead, and thank our valued clients for their continued support.

Our clients span a broad range of industries, so it’s also a good opportunity for them to meet each other and share their own wonderful stories.

We’ve condensed our presentation to a few minutes below . . . hope you enjoy it!

For your reference, our 2012 breakfast presentation stars the following fabulous team members!

  • Houda, Lebbos, our Chief HR Officer, speaking about our innovation initiatives
  • Simon Ellis, our Senior Tax Advisor, updating us on the rising popularity of novated leasing
  • Michael Ellies, our Chief Operating Officer, touching on recent and future service enhancements
  • Dave Adler, our Chief Commercial Officer, highlighting our initial foray into social media

Looking Back On 2012

2012 has been a busy year for us at Smartsalary, here’s a look back at the highlights.

We are excited about the progress we’ve made on our three longstanding capabilities – Staff Engagement, Lean and Customer Loyalty – and are equally excited about the two new additional capabilities we’ve added: Agile and Innovation.

Staff Engagement
We’re thrilled that we once again achieved a 72% score, and proceeded to the 2nd round of consideration by Aon Hewitt for their Best Employer Award.

Lean
We commenced the deployment of Lean at Smartsalary back in 2008. Since then, we’ve improved our Lean capability maturity score from a 1.0 up to our 2012 target of 4.0, on a 5-point scale. This means that Lean principles are well ingrained and that we are approaching best practice.

Customer Loyalty
To measure customer loyalty we use the Net Promoter Score (NPS). This year our NPS was in the mid-40s, which is one of the highest ratings in the country. Our efforts were recognised by the Customer Service Institute of Australia (CSIA).  We are thrilled to have won both the State and National Service Excellence Awards for the Medium Business category.

CSIA-2012-NationalWinner-PNG

Agile and Innovation

When servicing our customers we want to ensure that we’re at the forefront of technology and innovation.  As such, we added Agile and Innovation as two further capabilities.

Agile enables tasks to be broken into small increments that typically last for just a few weeks. Each increment involves a company-wide cross-functional team that takes part in planning and executing new initiatives. Some examples of where we’ve used Agile in our Innovation initiatives include:

  • foray into the social media space, including facebook and twitter
  • introduction of an industry-leading smartphone application
  • award-winning implementation of a new customer management platform.

Each of these Innovation initiatives will be the subject of a future blog post in 2013.

As always, we thank you for your continued support. We’d love to know what sorts of things you enjoy reading about and would like to see more of in 2013 – please leave us a comment below.

Drive less and save more with a novated lease

Recent amendments to the fringe benefits tax (FBT) regime are having the intended effect of discouraging excessive driving according to statistics gathered by Smartsalary.

In the past, novated leases were subject to a sliding scale of taxation. If you drove less than 15,000 kilometres a year, you were taxed at 26%. Alternatively, if you racked up more than 40,000 kilometres a year – you were only taxed at 7%. This has the unwanted side-effect of people driving extra kilometres just to make an FBT bracket.

That changed in May 2011 when the Federal Government implemented a key recommendation of the Henry Review – a series of taxation changes proposed by Treasury Coordinator Ken Henry. Under the new rules, all drivers enjoy the same tax rate (20%) regardless of kilometres driven. This had an immediate impact on our statistics, changing the way customers use their vehicles.

Prior to May 2011, only 4% of drivers who packaged a novated lease with Smartsalary drove less than 15,000 kilometres a year (see chart above). That number quadrupled to 16% in August 2012. The changes also impacted other brackets. For example, the percentage of customers driving more than 25,000 kilometres a year has dropped significantly.

From these results we can infer that the taxation changes have not only discouraged excessive driving but have also broadened the appeal of salary packaging a novated lease to customers who drive shorter distances. This is great news for motorists and the environment.

The top 10 cars sourced by Smartsalary

More than 25,000 Smartsalary customers currently package a novated car lease. That requires sourcing hundreds of vehicles every month – an activity that gives us considerable insight into car-buying trends. One stands out in particular. There is a big discrepancy between the most popular cars among Smartsalary customers and the biggest sellers in the market. See the year-to-date sales comparison below:

Rank

Cars sourced by Smartsalary

Total Australian car sales

 1.  Mazda 3  Mazda3
 2.  Holden Cruze  Toyota HiLux
 3.  VW Golf  Toyota Corolla
 4.  Mazda CX-5  Holden Cruze
 5.  Subaru XV  Holden Commodore
 6.  Holden Captiva  Hyundai i30
 7.  Hyundai ix35  Nissan Navara
 8.  Ford Focus  Toyota Camry
 9.  Subaru Forester  Toyota Yaris
 10.  Hyundai i30  Mitsubishi Triton

As you can see, only three cars appear on both lists. Those vehicles – the Mazda3, Holden Cruze and Hyundai i30 – offer considerable “bang for your buck” and have a wide appeal that crosses demographics. But what about the other seven cars?

No doubt fleet sales skewer the total Australian car sales list towards old favourites like the Holden Commodore but we have been able to discern some other reasons for the discrepancy.

1. The prominence of utes like the Toyota HiLux and Nissan Navara on the overall bestsellers list could be attributed to the mining boom. These vehicles, while still popular with our customers, are less practical for city living.

2. Smartsalary customers love SUVs. Vehicles like the Mazda CX-5, Subaru XV, Holden Captiva and Hyundai ix35 are great value for families and hence well-suited to our customer demographic.

3. Brand is important to Smartsalary customers. The inclusion of the zippy VW Golf and heavily-promoted Ford Focus on our top 10 list shows that our customers are receptive to word-of-mouth and advertising.

4. There is only one locally-produced car in our top 10, as opposed to three on the total Australian car sales list.

Are you surprised by the differences? Do you notice any other themes? If so, leave us a comment and let us know.

Building a culture of collaboration

Chatter is an internal social media tool used at Smartsalary. Think of it as a company-wide Facebook wall. Employees can share news, plan events and even report on sales statistics – all in an informal and collaborative manner.

On June 14 I was asked to speak about the way Smartsalary has embraced Chatter at a Cloudforce conference in Sydney. Watch the video of my keynote speech below.

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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.

Leave a comment.


Deven Billimoria
Chief Executive Officer
Smartgroup

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