Comments on: 24/7 nation?

By: Jacqui

Jacqui — Wed, 10 Mar 2010 21:47:51 +0000

I would not bother with salary packaging enquiries on the weekend even although I am a shift worker and often work on saturdays!

Cheers

By: ceosmartsalary

ceosmartsalary — Wed, 03 Mar 2010 11:41:28 +0000

Hi Brad,

Thanks for your comment. I agree with you 100%. We’ve just rolled out a new document management system. It has lots of advantages when compared to processing claims manually.

As you’ve experienced, however, we are still working out the kinks, and processing times have been extended. Interestingly, the team is processing claims within 48 hours or receipt by them . . . it’s just that it’s currently taking a few days to get the scanning in place.

As part of our continuous improvement program, we are working on fixing the process, and looking to have your claims processed within 48 hours of initial receipt!

We appreciate your patience, and do think that in the longer run the new document management system will prove to be a winner.

Thanks again for your comment.

Kind regards,
Deven

By: Brad

Brad — Wed, 03 Mar 2010 10:05:41 +0000

Maybe the staff that are working on Saturdays could use the time they are savng not answering calls because no one is calling by processing our claims faster. I mean really 5-7 days to get acknowledgement of Smart Salary having just recived a claim is crazy.

There should only be a maximum of 48 hourse turn around on claims.

I think there excuses the staff give for the delays is quiet funny though!

By: Julie fox

Julie fox — Wed, 17 Feb 2010 22:54:35 +0000

yeah half day on Saturday is good, afterall sometime the week is so full on that you just dont have time to do the ringing around.

Just like some Banks are open now half day on Saturday, which is very handy, when you just dont have time to go to the bank on days of the week.

I’m totally all for it. Thanks!!!

By: Ron

Ron — Mon, 15 Feb 2010 07:51:08 +0000

Thanks for the prompt response. One of your team has called me and sorted out the application.

By: ceosmartsalary

ceosmartsalary — Mon, 15 Feb 2010 07:22:52 +0000

Ron, thanks for being so candid. Agree 3 weeks is outrageous. We are currently processing applications within 2 – 3 days, and emails are mostly answered same or next day. I have just sent a message to the Team Leader of our Sales Team, so someone will drop you an email either later tonight or first thing in the morning!

By: Ron

Ron — Mon, 15 Feb 2010 01:57:11 +0000

Its a great idea, but you need to get your 9-5 weekdays sorted out first. I have been trying to get started with my packaging for the last three weeks and still no sucess. Time is running out for the 31st deadline

By: Mick

Mick — Thu, 11 Feb 2010 03:26:49 +0000

This is an excellent idea, as many health workers are on shift patterns that make it difficult to access the service of SmartSalary during normal working hours.

I would like to say also the service provided by SmartSalary is excellent on the phone, I have used services for salary packaging in others states and this is the best.

By: Akinola Adisa

Akinola Adisa — Thu, 04 Feb 2010 21:11:13 +0000

So you now open half day on saturday? I never knew that. ‘Advertising it a bit with customers’ has definitely not worked given your admission that no one called. One thing I note with Smart salary is that unless there is a survey or there is a need to complete a requirement, we hardly hear anything from you guys. Perhaps you need to revamp your advertisement strategies. Extended service time is always a desired option so keep the saturdays please.

By: Matthew Bell

Matthew Bell — Sat, 30 Jan 2010 22:28:09 +0000

The media rarely tells the whole truth, and far too often exagerates and misrepresents the truth – to keep us addicted and to make themselves money. It will come back to bite them.