Banking and Financial Services

There is no better way to ensure that complex financial information is understood than by explaining it in personalised communication. And there’s no better organisation to partner with than Salmat, when it comes to making sure financial information is managed and disseminated according to the rules and regulations governing the financial services industry.

Communicating clearly and consistently with every customer, regardless of their chosen channel, is the aim of every business – whether a new product or service requires promotion, or a statement of account must be provided.

Salmat supplies a range of customer engagement solutions to the financial industry, including the distribution of transactional information using mail, email and the internet; the automated processing of applications, payments and receipts; contact centre services for outbound sales and inbound queries; and online product and regulatory training and development for employees.

In addition to fulfilling the functional and operational requirements of the finance industry, Salmat also uses its experience and industry insight to manage and maximise the competitive advantage advisor networks can bring. Particular focus is applied to providing advisors with quick and secure access to up-to-date promotional material and account information.

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Healthcare and Insurance

The ability to provide an exceptional customer experience is one way insurance companies can differentiate themselves from their competition. Salmat helps insurance companies improve and maintain service levels through the efficient production and distribution of policy renewals, the accurate and on-time processing of policy applications and the automation of paper-based claim processing.

By delivering operational efficiencies to the industry, Salmat can help improve customer satisfaction. Not only do outsourced services provide a faster response to customer needs but, working as a whole, the Salmat group makes certain that customer experiences are consistent across communication channels - from mail, email and the web, through to contact centre services and shopping centre kiosks.

In addition to fulfilling the functional and operational requirements of the insurance industry, Salmat also uses its experience and strict data management controls to protect the privacy of insurance customers and to ensure communications are complete and that the information provided is clear and easy to understand. The provision of detailed process reporting assists insurance providers by making all campaign activity and operations completely transparent and easily auditable when required.

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Retail and FMCG

Salmat has a long and impressive record of assisting the retail industry to identify, acquire and maintain customers. Salmat services the industry throughout Australia and across every type of retail product and service. As the founder of unaddressed catalogue delivery industry in Australia and New Zealand, Salmat has gone on to develop targeted marketing and advertising distribution, direct to the letterbox and online with Lasoo.com.au.

Salmat also manages retail loyalty programs for large retailers. This unique offering includes the creative design of campaign elements; the management of databases and data analytics; and related contact centre services to answer queries about, or engage in, the outbound promotion of loyalty programs. At all times, Salmat ensures customers only receive relevant promotional material when they opt in.

Salmat is now helping retailers to leverage the growing popularity of mobile technology with catalogue applications for the popular iPhone and various mobile web applications designed to make shopping more convenient. The applications allow consumers to access store opening hours, information about sales and special offers and store locations – all from their mobile device.

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Transport and Travel

Salmat establishes leads and loyalty for the travel industry using marketing strategy, data analytics, data management and multi-channel outbound communications. Clients reap greater rewards in a market that is characterised by fierce competition and heightened price sensitivity.

Using dedicated contact centre teams and working in combination with the latest travel booking software and systems, Salmat also manages the entire reservation and ticketing process. The service includes the recruitment, training and management of dedicated sales professionals who are rewarded according to the quality of the experience they provide to our clients' customers over the phone and on the web.

In the transport industry, customer experience is similarly being driven by advances in technology. To leverage the growth of e-commerce, Salmat built a distributed scanning network that digitises all of the paperwork involved in deliveries and payments. The customers of transport organisations can track and reconcile deliveries, view delivery signatures and access more sophisticated online reporting. This level of transparency contributes to the comfort customers have in entrusting their valuable goods with third-party providers.

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Government

Salmat provides communication services for all levels of government. The ability to communicate clearly, accurately and in a timely manner encourages compliance with statutory obligations and ensures constituents take advantage of government programs. This is achieved through better information design and presentation, on forms or on the internet, and the continual introduction of new technology to drive down the cost of communicating with individuals on a mass scale. All of Salmat's procedures and infrastructure are regularly audited to maintain compliance with quality and privacy requirements.

Salmat provides managed assessment services for education and training institutions throughout the region, from the design, printing, personalisation and distribution of examination books through to the collection, digitisation and online marking of answers. Recent developments initiated by Salmat to improve the speed and flexibility of the marking process have resulted in the creation of an online assessment application. Online assessment allows markers to assess exams from remote locations and mark questions that are appropriate for their knowledge and experience. The system also provides supervisors with live information and the ability to compare markers' results against test scripts. Once the marking process is complete, Salmat compiles and distributes reports to institutions and students.

Salmat also helps public and private organisations train staff and customers using its instructionally rich and visually engaging learning management system. Topics covered include everything from sales and customer service to OHSE and product knowledge. The eLearning content is provided by education professionals who work with graphic artists, programming experts and media producers to deliver training modules, assessments and quizzes, and sophisticated back-end reporting.

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Information, Technology and Telecommunications

Salmat connects telecommunications providers with their customers at every stage of the customer lifecycle. For new customers, for example, direct marketing campaigns are designed to optimise acquisition and cross-sell appropriate complementary services.

Salmat's Business Colour service then provides a highly effective, data-driven personalised marketing medium, allowing communication to be customised according to an individual’s characteristics and behaviour. Colour statements are provided on paper, online and by email, and the electronic payment service works with both paper and electronic bills. The clarity that is achieved by the use of colour results in fewer customer queries to call centres, saving clients time and money.

Being responsible for the production and distribution of bills, statements and other transactional documents puts Salmat front and centre in the maintenance of cash flow for the industry. This critical role is supported by contact centre agents, who represent clients' brands and values by providing exceptional service that increases sales and reduces churn.

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Manufacturing, Industry and Utilities

Salmat supports utilities by providing a range of business-critical outsourced services that include the production anddistribution of bills and online payment gateways to maintain cash flow; anddirect mail and face-to-face selling to generate new business. In addition,automated services are applied to streamline back-office operations and improveservices to customers.

Prior to the introduction of competition into the utilitiesmarket in Australia, Salmat focused its efforts on streamlining the productionof transactional communication by continuously applying new technology to theprocess. As the utilities market has opened to competition, Salmat has expandedits service offering to include outsourced marketing and sales campaigns. Inaddition, data analytics expertise has helped the industry to develop more meaningful relationships with customers.

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