CUSTOMER SOLUTIONS

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2SMS Customer Experience

For over 30 years we’ve been providing businesses like yours with more than just solutions.

We’ve been improving practices, advancing technology, strengthening relationships, and delivering outcomes.

We’ve been providing flexible solutions for today and the future.

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YOUR CUSTOMERS ARE OUR CUSTOMERS.

TODAY, CUSTOMERS ARE THINKING MORE, ASKING MORE AND SHARING MORE.They are the core of your business, the reason you exist and thus, the reason we exist, too. That’s why we look to them first. The solutions we design, build and operate are for them.

$83Bpoor customer experience costs businesses $83 billion per year.

85%of firms say they delivered a superior customer experience, while only 8% of their customers agreed.

Digital experiences that are context-specific.

Social media that is tightly integrated with digital services.

A unified experience across digital channels.

86%of customers would pay more for a good experience.

89%of customers will leave you for a competitor after a poor experience.

In order to provide the level of service your customers are expecting, you have to first start with knowing what they expect. They want:

MOSTLY, THEY WANT TO KNOW THAT YOU WILL ADAPT WITH THEM

DID YOU KNOW?

4SMS Customer Solutions

WHAT CAN WE DO FOR YOU AND YOUR CUSTOMERS?The customer journey should be a seamless one. A journey that takes logical steps forward where every touch point is consistent and considered.

To achieve this, we work with you to be a step-by-step guide. Tailored to your needs and ensuring that your customers’ experience is the best it can be.

We’re here to help you know, understand and satisfy your customers better than ever before.

WE DO THIS THROUGH:

CUSTOMER INSIGHTSTools that leverage your data to give you genuine insights into your customers wants and needs.

CUSTOMER CENTRIC TRANSFORMATIONA restructuring technique to make sure you’re able to quickly respond to your customers’ needs.

CUSTOMER EXPERIENCE IMPROVEMENTEnsuring every interaction you have with your customers is a positive one, with a focus on maintaining your relationship for the future.

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)Provide personalised, high-touch interactions in sales, service and marketing. Ensure every interaction is a positive one.

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CUSTOMER INSIGHTSA DEEPER LOOK AT WHO YOU’RE SERVICING.

Knowing your customer is the most effective way to service them, so we must understand the way they think, behave, and feel.

Context is what allows us to draw useful insights from this information: this means knowing who your customers are and what drives them

This data combined leads to purposeful decision-making. We use key metrics to extract vital insights from what your customers are saying and who they’re saying it to, so that together we can design adaptive experiences for them.

We’ll help you determine what questions you should be asking, which tools and technology will give you the data you need, and what systems are best used for assessing your customer satisfaction levels. We help you offer agile solutions that cater to your customers’ differing needs across digital and physical channels.

WE CAN HELP YOU WITH:

EXPERIENCE METRICS CUSTOMER ANALYTICSCUSTOMER RESEARCH

SMS Customer Solutions

CUSTOMER SOLUTIONSPOSITIVE RELATIONSHIPS REQUIRE EFFECTIVE COMMUNICATION METHODS.

Your customer systems are the lifeblood of your organisation. If they work effectively, your staff can work effectively.

CRM systems have evolved into customer platforms allowing greater flexibility to create the experience your customers deserve.

A successful customer platform can achieve many things: allow staff to manage customer interactions, decrease churn rates, improve customer satisfaction and streamline customer processes. All while maximising profits and reducing the costs generally associated with managing customer relationships.

Effective CRM systems also allow you to identify up-sell and cross-sell opportunities and encourage staff to proactively pursue them.

We’ll assist you in streamlining and aligning cross-business unit customer initiatives, as well as developing project roadmaps and defining benefit metrics to assess the effectiveness of your actions.

We’ll work with you to help you understand cross-channel implications and opportunities, and how to best implement customer loyalty strategies and segment customers to drive direct marketing campaigns.

WE CAN HELP YOU WITH:

Customer Platform Strategy and

Selection

CRM Diagnostics

Initiative Roadmap Development

Customer facing apps that harness the power of your

organisation

Mobile and Social Media Strategies

Creating customer experiences and

interactions

Single Customer View

Sales Process Optimisation

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CUSTOMER-CENTRIC TRANSFORMATIONA SHIFT IN PRIORITIES.

We understand the large organisational change that is required to transition a business to a customer-centric model, so we’ll help you make the shift by gaining a detailed understanding of your customers and their behaviour. From there, we’ll focus on differentiating services based on customer value, and coordinating customer-facing operations.

We’ll actively set customer expectations and design efficient, repeatable processes that support high quality customer experiences across multiple channels.

Most importantly, we’ll ensure that the change sticks, with training and enablement for management and staff, project implementation and change management.

SMS CAN HELP YOU WITH:

Cultural Change

Adoption of Systems & Operations

Change Management

Employee Experience Improvement

8SMS Customer Solutions

A HISTORY OF DELIVERING FOR OUR CLIENTSOUR NEXT SUCCESS STORY IS YOURS.

SUSTAINABILITY VICTORIA SETS AGILE EXAMPLE FOR GOVERNMENT WITH CRM IMPLEMENTATIONSustainability Victoria was heavily reliant on paper-based processes and had a fragmented view of relationships with local councils, potential investors and other key stakeholders.

It engaged SMS Management & Technology to integrate Dynamics CRM with its broad range of other Microsoft products, dramatically improving efficiency across the business.

Embracing an agile methodology turned a supplier relationship into a true partnership, reduced the risk profile and produced a much better result than traditional processes.

The project won the 2016 Australian Government ICT Awards for Project & Program Management.

TELSTRA SUPER SAVES TIME AND BUDGET WITH DESIGN THINKINGTelstra Super recently underwent major change that impacted their member experience, so they knew they needed to find new tools that placed Member Experience at the centre of their exploration.

Using Design Thinking, SMS and Telstra Super worked on an efficient, collaborative and iterative process to develop requirements for a new CRM system. In doing this, Telstra Super were able to deliver a business case that would change the way in which value is delivered to their customers.

The result was a cloud-based Microsoft Dynamics CRM implementation that enabled a new Financial Planning & Advice model for Telstra Super.

HELPING MAIN ROADS WA TO MANAGE 18,000KMS OF ROADSWhen managing the roads of the world’s second largest state, you need a system that can support you, no matter what happens. Main Roads found that support in its MMIS Application, a portal developed by SMS for both on premise and field workers to help maintain over 18,000kms of roads.

With its improved efficiency, ability to lower costs, and stronger support structure, MMIS helped Main Roads WA to take the next step forward.

For the people of WA, this meant a faster turn-around time for road faults to be resolved, and therefore less disruption to everyday traffic.

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GLOBAL AWARD-WINNING PROJECT HELPS CUSTOMS OFFICERS FIGHT CRIME INSTEAD OF PAPERWORK Our client’s paper-based inspection process for incoming packages was labour-intensive and prone to human error.

SMS developed a solution using Microsoft’s Dynamics CRM to integrate two legacy systems, with a secure custom application that allows them to enter all the data needed on the go. This process has seen 95% of packages with negative findings cleared for dispatch up to 24 hours sooner.

The project saw SMS Management & Technology (SMS) named Public Safety and National Security Partner at Microsoft’s global Partner of the Year Awards 2016.

40 CUSTOMER EXPERIENCE MAPS FOR THE DEPARTMENT OF INDUSTRYSMS Created 40 customer experience maps for The Department of Industry’s (DoI) new Australia Apprenticeship Scheme. We thought like a DoI customer, and could therefore objectively identify problem areas.

Key insights into customer thinking gave light to recommendations for a practical, results driven reform model.

GREATER PARTICIPATION FOR CHILDREN IN SA WITH SPORTS VOUCHERS PORTALSports Vouchers is a State Government initiative for primary school aged children to receive a $50 discount from sports club/membership fees. Rather than hiring additional staff to manage club data and reimbursements, Office of Recreation and Sports wanted to implement a solution to allow users to self-manage their sports vouchers and reimburse claims.

Parents can now access the user friendly portal to print their child’s sport vouchers, retrieve information on a range of clubs based on sport, location or club name, and find information about the program.

This project won the SA iAward for Government.

SMS Customer Solutions

CHANGE YOUR FOCUS & CHANGE THE WAY YOU DO BUSINESS.

OUR CUSTOMER EXPERIENCE IMPROVEMENT FRAMEWORKNo matter how you engage us, some things never change - like the way we look at things. From top to bottom and back again, ensuring every decision is made with evidence and reason, but always making sure that process is complimented with progress.

WE DISCOVER

We figure out what’s working and

what isn’t, from both customer and business perspectives.

WE DESIGN

We create and refine concepts to fix problems. We

focus on solutions that create positive

change.

WE VALIDATE

We create a step-by-step guide for you,

outlining processes, objectives and

priorities.

WE DELIVER

We introduce changes with implementation methods that make them second nature

for your business and your staff.

WE MEASURE & IMPROVE

We distil critical insights, we make

recommendations and we improve. Always.

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WHERE WE OPERATEWE WORK WITH ORGANISATIONS ACROSS AUSTRALIA AND THE ASIA PACIFIC, IN A RANGE OF INDUSTRY SECTORSWe work in partnership with industry experts, government bodies and trade associations togain the widest possible market and industry view, leveraging this and the thought leadership of our consultants to empower your business.

INDUSTRY SECTORS INCLUDE:Financial Services

ICT

State & Federal Government

Defence & National Security

Health

Utilities

Mining, Resources & Infrastructure

Gaming

Transport

Fast Moving Consumer Goods

MELBOURNE

ADELAIDE

CANBERRA

SYDNEY (Data Centre)

BRISBANE

SINGAPORE

MANILA

HONG KONG

PERTH

SMS Customer Solutions 12

ADELAIDE

Level 29 Westpac House 91 King William Street Adelaide SA 5000

P. +61 8 7123 3100

BRISBANE

Level 13 259 Queen Street Brisbane QLD 4000

P. +61 7 3215 7200

CANBERRA

Ground Floor 8 Brindabella Circuit Canberra Airport ACT 2609

P. +61 2 6279 7100

MELBOURNE

Head Office Level 41 140 William Street Melbourne VIC 3000

P. 1300 842 767 Intl. +61 3 9674 3333

PERTH

1 Howard Street Perth WA 6000

P. +61 8 9322 2808

SYDNEY

Level 11 MLC Tower 19-22 Martin Place Sydney NSW 2000

P. +61 2 9259 8888

HONG KONG

Suite 1003 100 Queens Road Central Hong Kong

P. +852 3441 2500

SINGAPORE

Level 24 1 Raffles Place Singapore 048616 P. +65 6408 0642

Intl. +65 6408 0600

MANILA

Level 19 Uptown Place Tower 2 11th Avenue Bonifacio Global City Taguig Metro Manila

P. +63 936 954 5968

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SG

AU

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SYDNEY MANAGED SERVICES

320 Harris Street Pyrmont NSW 2009

P. +61 2 9818 0800

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