O’Connor’s main frustration was that delays in infrastructure deliveries left newly opened stores without the technology they needed to serve their customers.
“Can you imagine, you’ve spent all this money on marketing, you’ve got this big opening and then customers can’t use EFTPOS?” asks O’Connor. “In one particular store, in Melbourne, we didn’t get EFTPOS working until 8.45 am on the opening day.”
Change for the better
Fortunately, those days are gone. Now, thanks to more efficient field workforce management systems, one technician carries out all the installation work in one visit. This means much less stress for O’Connor and his colleagues. It has also changed the nature of the company’s relationship with Telstra.
“Rather than spending every account meeting talking about problems or delays or complications, we can talk about how the business is doing, where it’s heading, and where the opportunities are to add value to the business,” O’Connor says. “Whether it be adding new services or lowering the cost or improving the reliability of existing services.”
“Rather than spending every account meeting talking about problems or delays or complications, we can talk about how the business is doing, where it’s heading, and where the opportunities are to add value to the business.”Darren O’Connor, Chief Information Officer, The Reject Shop
Telstra’s senior account manager for the The Reject Shop, George Vitsentzos, is also delighted by the opportunity to work more strategically with customers.
“The changes have allowed us to have much more productive conversations, rather than spending our whole time trying to put out fires,” he says. “We’re talking to the company at the moment about things like how we can help them with their marketing strategy and how they can use mobile technology to increase their loyal customer base and provide them with information about specials.”
From being detractors, The Reject Shop is now a Telstra advocate – meaning it would recommend Telstra to friends, family or business contacts
.“What we’ve seen in the last four or five years is a step change in behaviour,” O’Connor says. “These things are very difficult to measure, and you can’t see them in a bottom line, but I feel sure that ultimately the improvement in service delivery has helped our business.”