InfoTrack has been selected as an ABA100® Winner for Service Excellence in The Australian Business Awards 2020. 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 the leading innovator in legal technology. They are an award-winning technology company that creates innovative solutions to support a range of businesses with gaining efficiencies in the digital age. Their solutions are built around an integrated platform enabling their clients to find, analyse, organise and communicate information more efficiently and effectively. InfoTrack’s clients tell them that their solution suite is comprehensive, user-friendly and continues to revolutionise their workflow, improve productivity, increase profitability whilst stimulating growth. InfoTrack simply build smart technology that capitalises on new technological advancements, making their 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. 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 their clients to use one system for all of their tasks instead of navigating between multiple websites to obtain their information. They simplify workflows and save their clients time.

In addition to the 4,500 searches, certificates, reports InfoTrack offer, they have begun to create truly revolutionary technology that is changing the way professionals work and supporting them into the adoption of digital age. InfoTrack’s latest innovations from video verification of identity services to electronic signing are allowing clients to conduct business electronically and provide their services in a whole new way. InfoTrack are continually enhancing their existing products and services to provide clients with additional features and enhanced user experience. Their new products and enhancements are born out of suggestions from staff, industry research, and client feedback. InfoTrack make sure they have a 360-degree view of the market and build products that will help their customers navigate changes in the industry and provide their clients with enhanced services. InfoTrack’s software and services deliver significant efficiencies to practitioners across various industries, allowing for time and cost savings and increasing efficiency, profitability and growth. InfoTrack operates under a very transparent structure and is committed to two-way open communication that involves collaborating with their stakeholders, whether that is their staff, clients, partners or resellers and Board. Keeping all stakeholders engaged and being clear about how they contribute to the success of the company and their client’s overall success is paramount.

One of InfoTrack’s core values is that they care about the clients they work for – it’s even written on their walls. InfoTrack are focused on the end-to-end client experience and are always looking for ways to improve their clients’ lives through superior service. They actively seek and act upon client feedback to ensure they understand their clients’ needs and provide them with the best solutions.

Ultimately, InfoTrack’s goal is to strive to give an outstanding customer experience every time. In July 2019, InfoTrack introduced a new eight tier skillset system that allows consultants to increase their responsibility within the team and progress through skillsets as they achieve key competencies. The introduction of these more defined skillsets was delivered with the primary goal of being a one touch service department. This model has enhanced their training program, and as the consultants have clear milestones outlined, they have become the drivers for their own professional growth and product knowledge is at an all-time high. A key highlight of their knowledge base is that it also incorporates online training modules, allowing content to be utilised in the onboarding and ongoing development of their consultants. InfoTrack currently have over 70 online modules that are designed to develop their team members by providing training across product knowledge, systems, processes and soft skills. These modules allow their consultants to learn at their own speed and varied mediums to ensure all learning styles are accommodated. Completing competencies within these modules allows the consultants to transition through the skillset model they have set up within in their team, and also move onto career pathways to expand their learning and exposure into other business units, aiding in their professional growth and career progression. By doing this InfoTrack are able to provide high quality internal candidates for roles within the greater business, allowing them to benefit from their consultants’ high level of product knowledge and client understanding within their new roles. Utilising the experience and knowledge of their Head of Operations and Leaders of HelpDesk meant that InfoTrack were able to carefully construct a successfully formulated strategy, ensuring that considerations on what’s worked in the past, and what works for other industry leaders was implemented. Their passionate managers lead by example, equipping the team with the support and resources to excel.

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. Improving their strategy and execution to deliver on the expectations of their clients, meant that as a business they listened, and acted promptly. The introduction of these more defined skillsets was delivered with the primary goal of being a one touch customer service team. InfoTrack offers clients a premium solution to increase efficiency and streamline their workflow. In turn, they charge a premium price. HelpDesk consultants are in-house experts, providing a premium user experience on every call. InfoTrack’s NPS averages over 80+ consistently, with a guarantee and value proposition that a trusted consultant will call back within 5 minutes. This value extends greater to the Sales and Account Management team who acquire and retain clients through this second to none delivery of service. This model has enhanced InfoTrack’s training program, and as the consultants have clear milestones outlined, they have become the drivers for their own professional growth and product knowledge is at an all-time high.

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