Posts Tagged 'Smartsalary'

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!

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.

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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No ZEST for work?

Not totally engaged with your work? No worries. At Smartsalary we’ll pay you to leave voluntarily! Check out the memo we recently distributed to staff:

Does your job give you ZEST?

SmartGroup believes in inspiring ZEST in our staff. Think 4 simple words:

Zeal

Engagement

Satisfaction

Trust

But why is ZEST important? Isn’t in enough to come to work, do your job and go home?

Maybe.

But a happy workplace also equals productivity, motivation and innovation.

That’s why we want our employees to come to work every day with Zeal and Engagement, and leave work feeling a sense of Satisfaction with their work, and Trust in us.

So if you don’t think your job is giving you ZEST, we’re offering you $500 to leave – no questions asked.

This offer is available to anyone who has just completed three months with us. You’ll have a fortnight after the three month mark to decide whether we’re the right fit for you.

If we’re not – no hard feelings! Please enjoy $500 on us in return for giving it a fair go.

We got the idea from Zappos, an online retailer purchased a few years ago by Amazon for nearly $900m. They are an innovative company, well known for their exceptional service. In fact, we featured them on a previous blog post!

Yes, performance management is as important as ever but sometimes staff who are performing well simply aren’t engaged. And yes, we are still growing very fast – averaging well over 20% growth over the past several years. And we are actively recruiting – we currently have almost 20 job vacancies.

Nevertheless, we are absolutely passionate about engaging staff. The philosophy is that we can’t possibly service our customers as best possible unless we have staff who have ZEST for their work.

So what do you think? Good initiative? We’re curious to see whether staff take it up and how this impacts on our overall engagement levels.

Leave a comment here.

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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