Singapore's StarHub launches social media facility


Singapore telco StarHub has renewed its efforts in utilising social media customer service by launching a social media monitoring facility.

The facility, called Social Hub, will use a CRM solution that integrates various social media monitoring tools into a common dashboard to make it easier to track response times. The telco previously manually monitored and replied to customer queries across different platforms.

Social Hub uses 10 social media listening experts and customer care consultants who decide "when and how to reply to a query or a complaint on Facebook, to tracking where in Singapore mobile, pay TV or broadband connections are affected through location-tagged tweets, Social Hub delivers the data we need," said StarHub's Darren Choo.

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Insurance company AAMI has embraced telecommuting with plans to have up to 50% of their service representatives working from home within a year.

"Our people love it so we want to continue expanding it," AAMI's Renae Bullen told reporters. Some 80% of AAMI's service reps are parents, with many logging on at night or early in the morning, while others work during school hours.

AAMI has been testing two different work-from-home models. In Newcastle, work from home is a privilege offered to existing service reps. In Narre Warren, Victoria, it is hiring new work-from-home reps who live within 30 minutes of a hub that offers training or a change of scenery. "Employee engagement is improved, customer experience is better if not the same, and turn-off and absenteeism is improved," Bullen said. Retention rates were also higher than the industry average. more

Hong Kong-based Best Practice Management has announced the 10 Organisations to receive the Best Practice Awards for performance excellence through innovation, improvement and visionary leadership in the first Best Practice Awards China 2014.

The 10 Award Winners are HSBC Technology and Services - Service Delivery (Customer Experience Management), ADP China (Outsourcing), Staples China (Employee Care), Infosys Technologies (China) Co., Ltd. (Technology Innovation), Manulife-Sinochem Life Insurance Co. Ltd. (Learning & Talent Development), PCCW Teleservices (Customer Retention), GE Global Operations (Shared Services), Mango Garments And Accessory (China) Company Ltd. (Employee Engagement), The Bank of East Asia (China) Ltd. (Brand Leadership), and Fuji Xerox (China) Ltd. (Corporate Social Enterprise).

"I would like to congratulate the 2014 Award recipients, these organizations that are leading best practices, innovative management, outstanding employee and customer satisfaction, and a commitment to make the community a better place to live," said Sidney Yuen, Publisher & Chief Editor-In-Chief of Best Practice Management. "The program has had a tangible impact on the success of hundreds of organizations in Asia. And I hope that will say the same to the China's economy, and the winners announced today will undoubtedly continue that legacy and serve as role models for the business community". more

ACT Design and Construction company chooses Jobpac Construction Software

Sydney, Australia, September 30, 2014 - Jobpac International Systems, the leader in Australian construction software, announced today that ACT design and construction company, Bloc, has selected its Jobpac software to drive operational efficiency and best practice as it attracts larger clients into its portfolio.

Bloc, a residential and commercial construction and design business in Canberra, needed a software solution to help it grow while offering better forecasting and project management capabilities. Jobpac will save time and increase efficiency by replacing MYOB, an in-house job costing solution and manual spreadsheet reporting to provide one single view of business operations as it expands.

"We’re excited about what Jobpac means to the future of our business", says Natalie Hyde, Bloc’s Chief Financial Officer. "As we take on more, larger clients, we want to implement internal processes that reflect the robustness and high standards of the quality of our work."

Jobpac provides Bloc with an easy-to-use system with a modern user interface, a consultative and supportive team and over 25 years of experience supporting the construction industry. Jobpac's structure will allow Bloc to keep track of its forecast capabilities and provide real-time job costing, as well as statutory reporting, which is critical in the construction industry. Jobpac beat Cheops and Timberline to win the deal.

Ian Desbrow, Chief Executive Officer of Jobpac says, "Bloc is an innovative business, combining creative design with stable construction management process. We’re looking forward to taking the journey with Bloc as it expands its operations, and to support the company with an integrated and flexible platform and share our extensive experience in larger projects."

Jobpac specialises in providing integrated market-leading construction management software tailored to each business's individual requirements. Its modular design ensures the flexibility and scalability needed as a company's business grows. more

Dr Catriona Wallace defines Customer Experience Strategy. more


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