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The Rockend Customer Support Team

Our customer support team is based in Sydney, Brisbane and Perth. All members of the team are experienced strata or property managers, bookkeepers or IT specialists, so you deal with a real person who speaks your language. Every member is tasked to make your use of REST Professional, STRATA Master or fileSMART as easy as possible and to promote the use of the solutions advanced features. 

Recognition and Awards

Rockend is a Customer Service Institute of Australia (CSIA) Certified Organisation. The Customer Service Institute of Australia is Australia’s peak customer service organisation. The CSIA assesses and certifies organisations to the International Customer Service Standard (ICSS) via its Certified Customer Service Organisations Program.
 

 
As a testament to our commitment to provide excellent customer experience, Rockend was nominated as a finalist for six categories in the 2018 Australian Service Excellence Awards (ASEAs), including the coveted Customer Service Organisation of the Year - Medium award.

The ASEAs are run by the CSIA, and aim to put a spotlight on the nation's outstanding organisations and individuals in the field of customer service.

This isn't the first time Rockend has been recognised by CSIA, having won the ASEA National Small Business award in 2011 and the CSIA National Charter Awards in 2014.

This year's nominations are extra special, coming in at the heels of our non-stop work in improving our Customer Experience (CX), with the addition of our Customer Insights and Improvement team.

“It’s a good validation for the things that we do, but it’s also a time for us to realise we can compete on that scale with that level of best and better practice in customer experience, regardless of the size of the organisation. If you’ve got the right ideas and the right people who really truly care about the customer experience. We’re quite proud of that, " said Fletch Celand, Head of Operations for Customer Experience.

Here are Rockend team's nominations for the 2018 ASEAs:

Customer Service Team of the Year - CX Customer Insights & Improvement Team
Customer Service Advocate of the Year - Matt Koopman
Service Excellence in a Contact Centre (Medium) - Rockend Perth CX Support
Customer Service Leader of the year - Kriistina Bedford
Customer Service Executive of the Year - Scott Downing
Customer Service Organisation of the Year (Medium) - Rockend Technology.

The Response Process

All customer contacts, whether via telephone, email, Chat or directly through the web site contact form, are logged chronologically in our help desk software to ensure equality of service. Customers using direct log-in on the Rockend web site, save on call costs and ensure that the call appears in the queue with the exact description of the problem you have identified. Rockend commits to provide return calls "within a reasonable time (generally within one hour)" according to our Service Level Agreements.

We recognise that our customers value the services we provide, and by measuring their feedback we have identified that this service is valued for three key attributes.


 Access  Knowledge  Attitude 
 Our customers value access to qualified support staff in response to their request
for assistance.

We provide our customers with access to our support services throughout all regular business hours.

We accept requests for assistance at any time and in as many ways as possible.
We return requests for assistance in the shortest possible timeframe and generally within 1 hour.
Our customers value consistent advice from knowledgeable agents to assist them.

We consistently deliver a high level of technical, software and industry expertise.
We promote and deliver relevant ongoing education and training to our customers and staff.

We constantly increase user awareness of software benefits, new features and updated releases. 
 
Our customers value professionalism, courtesy, respect & empathy from our staff.

We are always helpful, courteous and respectful in guiding or assisting customers to resolve problems.

We respect privacy and maintain customer confidentiality irrespective of the problem or cause.
We actively listen and seek out our customers’ views to improve our products and service delivery. 
 

 

These attributes: Access, Knowledge and Attitude are continuously measured through relationship management software, call management software and customer satisfaction surveys to give our customers a constant, relevant and important voice. Continuous improvement on these measures underpins our ongoing challenge and team members and leaders alike are rewarded for improving the total customer experience.

We are always open to any and all forms of feedback on our products, our services and our people. Our people are empowered to accept feedback and surpass expectation in service delivery. From frontline service agents to our Chief Executive, customers are valued at Rockend.
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