Allan Smith, Group Executive Sales, on the record earnings upgrade and customer
care strategy
 Macquarie
Telecom has yesterday announced a record earnings upgrade with the first half of
fiscal 2009 is expected to generate approximately $12 million, up 100% from the
previous corresponding period result of $6 million.
“The main driver of this profit upgrade is a continuation of our amazing
record of customer retention. We took a conservative approach to forecasting
this metric due to the market volatility but our expectations have been
significantly exceeded.” Said Allan Smith, Group Executive Sales, Macquarie
Telecom.
"Our business strategy is to manage the business well in order
to
fund our investments in customer care."
The profit upgrade is attributed to the stable management of the organisation
where cost saving though ICT management tools are engrained in daily operations.
“Our business strategy is to manage the business well in order to fund our
investments in customer care. We manage our own costs tightly with the same
tools we supply to our clients.” Said Allan.
The current global financial crisis is seeing record numbers of staff are
being laid off, in contrast, Macquarie Telecom is investing in increasing staff
numbers to maintain award winning levels of customer care.
Allan highlighted how
this strategy has been recognised. “We are committed to customer care. We
recently won a global award for customer care. Customer care ("Personal
Accountable Service") is inculcated in the DNA of our organisation. At times
when our competitors are announcing large staff layoffs we are increasing
headcount to serve our customers better.”
This investment has also been rewarded with one of the highest customer
retention rates in the industry.
Macquarie Telecom will release its results for the six months ended 31
December 2008 on 26 February 2009.
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