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Uecomm scores customer service gong at 2008 ACOMM Awards
Leading next generation networks provider and Optus subsidiary Uecomm, has been recognised at the annual ACOMM Awards for Commitment to Customer Service by a large organisation.Uecomm was chosen from a list of finalists which included Telstra and Vodafone, for its ability to demonstrate its customer value proposition in action. The ACOMM Awards recognise excellence in the communications industry.
During a 12-month strategic review, Uecomm worked with customers to identify the critical service interactions that would allow market differentiation and create its customer mantra. The review outlined five key value propositions to drive the customer mantra including Flexibility, Care and Accountability, Service, Professional Delivery and Relationship.
Living the mantra is reinforced throughout the organisation to every employee, where the value "Customer Focus" is included as a key performance indicator on every staff member's Performance and Development Review. In a recent staff engagement survey the company achieved a statistically significant increase in all customer focus metrics including a strong belief that Uecomm is responsive to the needs of their customers.
Uecomm also created a new Customer Advocacy Manager role within the company to champion and drive the value propositions ensuring all staff understand the actions they need to take within their team and individual role to bring the customer mantra to life.
Uecomm’s Acting CEO and Director of Operations and Technology, Ian Noble said the award was testament to the hard work of the team at Uecomm who have embedded the customer service mantra into every level of the business.
“Our business begins and ends with the customer. We have built our brand on customer service and feel honoured that our commitment to customer service has been recognised with such a prestigious award.
“This award recognises that the Uecomm team delivers on its promise; that’s what is most important to us,” Noble said.
