Solutions Magazine - September 2017

Solutions
E P T E M B E R 2 0 1 7
S
|SOLUTIONS - MAY 2017|

From the General Manager
As you all know by now, September has
brought a change in business ownership for
Salary Solutions. As I said on the day, this
results from a strategic review of the
business at Board level.
I am very confident that we have found the
right owners for the business, and that being
part of a larger and extremely successful
salary packaging business will be good for
the organisation and for our people.
So if you do have questions, please funnel
them through to your manager and they will
get to me.
Each Friday between now and transition, I
will give you all an update on progress for the
week and answer as many questions as I can
via email so keep an eye out for that.
In the meantime it’s business as usual so
keep up the great results.
I know the change has raised a lot of
questions, some of which we don’t yet have
answers to.
Mark Geraghty
S E P T E M B E R 2 0 1 7 | 2

How are we tracking?
Now into September, the hard work and focus over the last 6 months has now translating into tangible
performance figures.
The Phone Queue Grade of Service (GOS) has increased by 62.11% from July with overall results for
August sitting at 79.6% Our abandonment rate is now sitting well within target at 0.8% and average wait
times also within target at 26 seconds.
The DMS Grade of Service (Documents completed within 48 hours of receipt) is also back up and
performing strongly with August results coming in at 85% and on track to exceed 95% into September.
Putting these numbers into context, our results have improved by 168.4% when compared to July’s
results!
We have also seen a number of new consultants join our Contact Centre, both here in Adelaide and in
the Brisbane office. David Roberts, Davinder Sapra and Kirsi-Marja Simpanen have recently joined the
Adelaide office, with Chinar Patel joining the Brisbane office. All are highly experienced when it comes
to delivering an outstanding customer interaction and have hit the ground running straight out of
training. Courtney Bennell is also new to the Contact Centre taking up a Team Leader position with us.
Courtney’s experience, enthusiasm, energy, and business acumen fits perfectly within the Team Leader
group and will be a key component to the success of the Contract Centre.
Our focus is now on maintaining the outstanding results, rebuilding confidence with our
members/partners and developing our staff through x-training programmes to build depth, agility and
flexibility which will ensure we are providing an outstanding experience in every interaction.
In Novated Leasing we've had a month where
there has been a clear focus on the qualities of
the team, and how the team can effectively be
better at what they do. No team should become
complacent with the level of customer service
and sales, and whilst it has been a challenging
month from a volume perspective, this has
allowed the team to spend more quality time
assisting members, whilst also taking time to
learn what they need to do to effectively sell
Novated Leasing in the coming months.
Service and Sales go hand in hand, and if we are not selling our range of excellent tax saving products,
such as Novated Leasing, as well as other General Salary Packaging, we are not servicing our members.
Following this increased focus on service the team have received a large number of commendations and
positive feedback,which in turn has translated to a few referrals! It is this point of difference that proves
to people why choosing us is worth the money.
S E P T E M B E R 2 0 1 7 | 3

How are we Tracking?
Moving onto GSP, in an effort to collaborate with Partners and lift our performance and relationship on
all levels the GSP team are rolling out the Elevate 360 Program. 360 represents the fact that we look at
their business holistically and conduct our reviews annually to design a program of continuous
collaboration and improvement. The first step in this program is to survey the Partner’s packaging
members to collect feedback on their service experience. The relationship and Account Managers will
then take the time to report the survey and formulate a 12 month action plan with the Partner.
In even better news, there was an outstanding result by the Relationship and Account Managers in July
and August. Combining the results from both months, 176 GSP sales over budget and 3 Novated Lease
sales over budget so far, which is a cracking start to the year for the team. A big congratulations to
them!
S E P T E M B E R 2 0 1 7 | 4

Did you know?
Spring is here and so is our Excel-Saviour. By popular demand we're bringing Microsoft Excel
training straight from “Microsoft Office Training Center” to your desktops.
The training is full of helpful tips and if you are you keen on upgrading your skills on other Office
Products like Word, PowerPoint and Office, we have saved their training plans in our shared Drive
under: Q:\Business Operations\RSS\8. General\Microsoft Office Training Center for easy access.
We recommend that you save them on your Desktops and utilise them to the fullest.
Please use these a reference if you need assistance with a Microsoft Office program.
Happy Learning!
S E P T E M B E R 2 0 1 7 | 5

As a part of generating feedback from our members we conduct member surveys. One of the
questions included in these surveys is:
"How likely is it that you would recommend RACV Salary Solutions to a friend or colleague?"
As mentioned in the last magazine, the feedback attained from this question allows us to
calculate a net promoter score (NPS) which is a management tool that can be used to gauge the
loyalty of a a business' customer relationships.
Our current 2017 net promoter score for
2017 is: 34
This is the score derived from the responses
of 543 members.
S E P T E M B E R 2 0 1 7 | 6

It's Competition Time
Have a go at answering the 5 questions below and once you have finished please submit your
answers to: racvsal.productmarketing@racvsal.com.au
1. Who is the only soccer player to win a Champion`s
League medal, the Premiership and the FA Cup, and
to be relegated from the Premiership without going
on to play in the Championship?
2.What year did New Years come before Christmas?
3. Which is lighter, gold or plastic?
4. In which country did the ‘sauna’ originate?
5. Name five methods of transport?
Remember, if you answer all questions correctly you
will receive a prize!
Previous issue answers: 1. Australia 2. Ben Williams 3.Vatican City 4. Anakin Skywalker 5. 1992
Congratulations to David Clark who answered all questions from the last magazine correctly.
Colleague Movement
Over the past few months there have been some colleague movements, so we would all like to
acknowledge:
Alana Marthick who has departed the business after 5 years of service. Alana has been a key member
of the Administration Team, recently helping to document workflow processes and will be greatly
missed, not only from the admin team but across the RACV Salary Solution family.
Onto new arrivals, and a big welcome to Steven Crawford who has joined us as an Account Manager
in NSW.
In additon to Steven, as mentioned earlier, Courtney Bennell, David Roberts, Kirsi-Marja Simpanen,
Davinder Sapra, and Chinar Patel have all joined us over the past month, taking up various positions
in the Contact Centre Team. We look forward to all of their contributions in each of their roles.
S E P T E M B E R 2 0 1 7 | 7

Get to know: Julia Lavers
What is your Nickname?
Julz although everyone except me spells it Jules.
What is you favourite and least favourite food?
Favourite food is definitely mint chocolate biscuits or icecream.
HATE seafood and Brussel Sprouts.
What thing annoys you most?
Mess!
Who is your favourite sports team?
West Tigers
What is your favourite TV show, movie, and song?
TV show – The Block.
Movie – An Officer and A Gentleman or The Longest Ride
Song – I don’t think I have one
If you could meet one celebrity (dead or alive) who would it be?
I don’t have an answer.
People would be surprised if they knew....
They say a cat has 9 lives. I had an uncle who from the time I was born always called me pussycat.
Over the years I have been run over by 2 cars in separate accidents. Living up to that pussycat
nickname so I’m told.
What is on your Bucket List?
I don’t know. We brought a bucket list book for our wedding guests to create our bucket list for us.
So I guess I’ll know October 8 what is on the bucket list. The only things I know I want to add to the
list are to eat proper Italian in Rome, build a house and get my fiancée front row tickets to a
Philadelphia Eagles NFL home game.
What do you like to do in your spare time?
Gardening, décor shopping and walking the dogs.
Finally leave us with your favourite quote?
That which does not kill you makes you stronger - Neitzsche
S E P T E M B E R 2 0 1 7 | 8

Social Committee
Update
In SA, the next quarterly drinks has been
moved from the end of September to the last
Friday in October 27/10. Finger food, good
company, and of course beverages will be
provided so be sure to make an appearance.
Also, just a reminder that in order to celebrate
Healthy September, the social committee has
notified all staff of the 10,000 step per day
challenge, with the person who completes the
most steps for the month winning a prize. For
those participating please remember to
record your steps daily and advise via email at
the end of the month. All funds collected will
be donated to the Cerebal Palsy Alliance.
Anyone can
submit content
Don't be shy, if you have anything you believe to
be of interest and relevant to staff please feel free
to send through content to:
racvsal.productmarketing@racvsal.com.au
If your content gets published in a future issue
you will receive 2 free movie tickets.
S E P T E M B E R 2 0 1 7 | 9