Industry supplier recognised for exceptional customer service

Industry supplier Rockend have been recognised for their exceptional customer service by the Customer Service Institute of Australia (CSIA).

The company was named a finalist in six categories at the CSIA-run Australian Service Excellence Awards (ASEA). The categories include the highly-contested Customer Service Organisation of the Year – Medium.

It isn’t the first time Rockend has been recognised by the CSIA, the last time being four years ago, but within the last few months the company has been undergoing some massive growth in the customer experience (CX) space which they hope will set them apart both in the industry, and on a national scale.

“Over the last 18 to 24 months we’ve undergone quite a transformation internally. We’ve become truly customer-centric and now we feed customer data into our decision making. All of that great work, it’s really important to put that up in lights and shout to the world about what we’re doing and some of the great individuals who’ve made a big difference to customers,” said Head of Operations – Customer Experience, Fletch Celand.

Rockend were also named as finalists in Customer Service Team of the Year – Small for their Customer Insights and Improvement team and in Service Excellence in a Contact Centre – Medium for their Customer Support team in Perth.

The Customer Insights and Improvement team are a particularly interesting feature for the company. They’re a dedicated and funded team who’s pure focus is to represent a customer in the Rockend business.

“The team use customer feedback and customer data to ensure we make the right decisions around betterment of product and how we service customers. It’s about having a customer as a stakeholder inside the business. So the Customer Insights Team have a dedicated set of resources and a dedicated space called the Customer Innovation Lab,” said Mr Celand.

Individual Rockend staff members were also recognised – Matt Koopman was named a finalist for Customer Service Advocate of the Year, Scott Downing for Customer Service Executive of the Year and Kristiina Bedford for Customer Service Leader of the Year.

“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.

“Through CSIA’s Awards program we hope to more deeply engage not only our own customers but also our prospective customers that when having Rockend as their key software partner, they will know they are with the very best of the best when it comes to having a seamless and truly connected service experience.”

The ASEAs aim to recognise and reward the ingenuity and innovation of Australia’s most outstanding customer service driven organisations and individuals and have been running for 17 years.

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Hannah Blackiston

Hannah Blackiston was an in-house journalist with Elite Agent. She worked with the company from January 2018 to January 2019.