InfoTrack has been selected as an ABA100® Winner for Service Excellence in The Australian Business Awards 2019. The Australian Business Award for Service Excellence [CSX] recognises organisations that have successfully implemented initiatives that demonstrate leadership and commitment to customer service excellence.

InfoTrack is an award-winning market-leading technology company that helps a range of professionals, businesses and individuals in the digital age. InfoTrack provides an integrated platform that enables clients to find, analyse, organise and communicate information efficiently and effectively.

InfoTrack product suite is comprehensive, user-friendly and continues to revolutionise clients’ workflow, improve productivity, increase profitability whilst stimulating growth. Its smart technology that makes clients’ lives easier.

InfoTrack have direct connections with a number of vendors and government bodies to allow quick and easy access to a wide range of information under one roof. Whether you’re looking for the Title to a property, searching a company on ASIC, looking up a business’ credit history or conducting a police check, the information you need is available in just a few clicks online.

InfoTrack’s platform can be integrated into existing software, allowing information to flow seamlessly between systems to provide an uninterrupted workflow and eliminate re-keying of data. This allows clients to use one system for all of their tasks instead of navigating between multiple websites to obtain the required information.

In the past few years InfoTrack has experienced substantial growth and market share, growing at a rate of 150 clients per month and continuing to expand its offerings and break into new markets. InfoTrack currently services over 8,500 clients across Australia in the legal, conveyancing, banking, finance, insolvency, surveying, mercantile, accountancy and government sectors.

Over the past year, InfoTrack has acquired several companies including CreditorWatch, eCompanies and Morris Hayes and Edgar, merged with LEAP Legal Software and bought their Manual Services companies including Scott Ashwood, DKL and John McLaren & Co. All of these additions to the InfoTrack Group of Companies has increased their market offering and has aided in the successful addition of a B2C product offering.

One of InfoTrack’s core values – is we care about the clients we work for. The business is focused on end-to-end client experience and are always looking for ways to improve its clients’ lives through superior service. InfoTrack actively seeks and act upon client feedback to ensure they understand clients’ needs and provide them with the best solutions. They are in constant communication with clients to ensure they have the support and service they need.

The initial conception of WeCare and Own That Flag stemmed from conversations to provide a more efficient way to communicate and support clients. Identifying with clients one-on-one, and through recorded feedback their pain points allowed the in-house development team to create the best user experience possible for clients.

InfoTrack’s goal to deliver on a great customer experience was supported by the company’s internal goal to achieve higher success and feedback in the overall experience. Their clients’ feedback reiterated that time on the phone affected productivity and efficiency, and something they heard time and time again is, time is money.

Divisions in InfoTrack including Finance, Major Accounts, Integration and Development use WeCare as a platform to pass along information and communicate transparently to each other as well contact clients. The system is used to email clients directly and links to the iSupport function where a client can log a call online just by using their InfoTrack platform.

Own That Flag was established as an initiative in July of 2018. Its introduction was a result of the performance of the service team from the third prior. A team that was beating industry standards, but not its personal goals was the driver for something new. It was understood that clients utilised HelpDesk and looked to them for support on varied enquiries. The HelpDesk team create “cares” and then passed these on to the relevant team needed to help with the client’s enquiry. The NPS and Own That Flag initiatives link directly to WeCare as when a care is closed the client receives a feedback survey in order to rate their experience from 0-10. When a Care is closed a client will receive a template, to rate their satisfaction from 0 being not satisfied to 10 being very satisfied. Once rated they can also provide a comment based on their experience.

As a company providing premium products, premium service is a minimum. As a result, their goal wasn’t just to improve, but it was to rise above the industry average, and make the benchmark best practice. Having internally developed WeCare allows InfoTrack to be agile in an ever-changing world of client expectations. InfoTrack drives efficiencies in all aspects of its clients’ workflow, so naturally this should extend to their support options. WeCare and Own That Flag collectively has seen great success from a team morale perspective, to individual performance, and further a business initiative triumph.

InfoTrack continues to add updates to WeCare as client uptake increases and we receive more feedback. Because WeCare was developed in-house, it can react quickly to client needs and adapt and develop systems and processes to a high standard. Both our WeCare platform and Own That Flag initiatives have helped to improve services, differentiate from competitors, attract new clients and add value for existing clients.

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