InfoTrack: iSupport

The Australian Business Award for Service Innovation recognises leading service products that provide innovative solutions for new and existing market needs.

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Operating for 15 years, InfoTrack is an information broker that provides a comprehensive range of searching services including property, corporate and personal searches, all of which are accessed through an online platform. Recognising themselves as a service company, InfoTrack developed their ‘iSupport’ system to service their client base of more than 6,000. iSupport was designed as a tailored approach to customer service support, consisting of three main features: waiting certificates, notifications and request a call-back.

Built into existing workflow already on the InfoTrack website, iSupport is easily accessible and is provided at no extra cost to clients. Request a call-back aims to allow clients to request a call or email from a Helpdesk representative quickly and easily. The iSupport system prepopulates their contact information from existing databases and allows the client to choose how they would like to be contacted. In conjunction with this, the notifications feature allows clients to view all their Helpdesk calls. It shows all open calls and whether they were lodged online or via phone so that clients can keep track of all ongoing incidents. By clicking on the incident number, clients can also view the progress of their support calls and add comments. This feature aims to keep clients up to date on the progress of their queries, giving them more control over their calls.

The third main feature of iSupport is waiting certificates functionality, which is designed to provide clients waiting on property certificates with updated and timely information about the process. Clients can view the progress of certificates, view estimated completion times and request a certificate chase-up with the click of a button. Since launching in November 2015 iSupport has been used by more than 9,000 InfoTrack users, with positive customer reviews and an additional 10% efficiency in support performance. InfoTrack have been recognised a Service Innovation Award in the Australian Business Awards 2016 for the development and implementation of iSupport.

The Australian Business Awards are the regional chapter of an integrated, hierarchical leadership program conducted on a national and international level. Eligible organisations from each region are invited to participate in the international chapter of the program at The World Business Awards. Conducted annually and currently in the second year of its international launch, The World Business Awards seeks to engage with the world’s business, innovation and technology leaders through a global recognition and knowledge building initiative that is underpinned by the program’s established framework. The program engages with organisations worldwide to benchmark the full spectrum of their products, services and initiatives and to review their business performance. The cycle culminates in the recognition and celebration of organisations that implement world-class business initiatives and industry leading products and services on a prominent and far-reaching scale. All entries must be entered in the regional chapter where the organisation is based.

Organisational participation includes private companies, publicly listed companies, multinational subsidiaries, not-for-profit organisations, non-government organisations, educational institutions, franchise systems, partnerships, government departments, government agencies, local government and statutory bodies operating in Australia.

Initiatives can include but are not limited to projects, programs, processes, systems, technologies, developments, ventures and undertakings.

Entries are assessed utilising a robust and dynamic framework to ensure that the assessment process is pertinent and objective. The World Business Awards Framework (WBA Framework) is utilised as a structured model of assessment that enables the participating organisations to be benchmarked against world class performance standards. The Framework consists of specialised assessment modules pertaining to the evaluation criteria for each of the award categories. The criteria and sub-criteria provide a robust set of requirements that are used as the methodology for benchmarking and learning among the participating organisations.

Organisations that participate are provided with the unique opportunity to benchmark themselves against the top performers globally. The recipients are acknowledged for their achievements and recognised as the elite of their industry earning a place amongst a distinguished group by having their products, projects, initiatives, contributions and achievements recognised on a prominent and far-reaching scale. The program provides the ultimate platform for building knowledge, increasing brand awareness, equity, loyalty and retention through increased exposure, recognition and prestige. This establishes a valuable resource that can be used extensively to create opportunities for publicity, positive organisational profiling and heightened brand awareness within the respective industries both nationally and internationally.

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