Property management software developer, Rockend has taken out an award at this year’s Australian Service Excellence Awards held in Melbourne at the Crown Palladium last week.
The Customer Service Institute of Australia (CSIA) hosts the awards to recognise Australia’s leading service providers, organisations and individuals.
Rockend won the award of “Highly Commended” in the Medium Business category for NSW. This was the first time Rockend was eligible for the medium size category, after the company experienced significant growth in the last 12 months. Last year Rockend was presented as the “National Winner” in the Small Business category.
Head of product at Rockend Scott Shepard spoke to Real Estate Business about customer service at the recent Technology Roundtable.
“It’s about the ability to provide that service that they are expecting. If someone is expecting service at 3am on a Sunday morning …You obviously can’t deliver that from an office.
“You certainly can from an online system point of view. Whatever the client is after at that time, if they can access it they will.
“Otherwise they will have to contact you during office hours and this will make you less productive in the long run.”
CSIA Executive Director, Brett Whitford, agreed that customer expectations are continuing to rise.
“The wider business community is becoming increasingly aware of the value and role that customer service plays in achieving business success,
“The area of service provision is arguably the most critical determinant of success for many Australian organisations,” he said.