Operational Review

Andrew Peddar

As a Group, we continued to focus on enhancing our overall service for our clients in 2013. Maintaining high service levels and ensuring we adhere to the latest industry security standards remain top priorities for the team.

A key message given to all our staff is that every single person within StatPro can positively affect how a client or prospect feels about StatPro. Understanding and appreciating this is an important part of our culture and something that we must never become complacent about.

Client experience isn’t just about service, even though it is a very important part, it’s about how StatPro first makes that prospect or client view StatPro, what that interaction is like, did the message resonate, did the sales resource engage in a timely and polite manner, were product/tariff questions answered clearly and succinctly, did the on-boarding go well, is the after-sale service functionally deep, as well as courteous, was the financial transaction itself pain free, is the system available all the time, does the product simply just work?

As a globally focused client service team, we continually assess what our clients require from us and we adapt our processes to ensure we are aligned to meet their needs.

You can read in the Marketing Strategy how we’re working more with clients to support both our business goals through sharing of communication and efforts (page 21). The Sales and Partnerships section on page 22 also details how the sales team has been reorganised to reflect the segmented profiles of our new clients. Please also read on page 23 in the Client Services review how in 2013 we refocused on simplifying what is complex and making it available to those that require the information.

As a globally focused client service team, we continually assess what our clients require from us and we adapt our processes to ensure we are aligned to meet their needs. Of course these teams also rely on each other to support the client-focused message, gather feedback on the product and deliver a tailored, yet simple and scalable service to our clients whether they are new to StatPro or a long-standing customer.

This focus continues in 2014 as we look to use third party tools and the best practices to improve our service as this will ultimately lead to increased revenue via our subscription-based business model. 2013 was a good year. Thanks to everyone in the client services team for their diligence and hard work. 2014 will hold more challenges but we’re confident that the structural changes we’ve put in place will allow us to improve our service further and that will allow for greater client satisfaction and growth.

Andrew Peddar
Group COO
14 March 2014