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    salmat solutions

    Salmat has been in the business of communicating with customers for over 30 years, and now does so through its three business divisions: Customer Contact Solutions, Business Process Outsourcing, and Targeted Media Solutions.

    Which salmat Solution best suits me?

    Customer Contact Solutions

    Salmat delivers exceptional Customer Contact Solutions for one-to-one conversations. This operating unit responds to customer service issues and helps solve technical issues for the customers of more than 60 significant clients, and helps other companies do the same thanks to the extensive and unique expertise of its staff.

    Salmat Customer Contact Solutions' turnkey solutions include outsourced contact centres; Australia-wide solutions for door-to-door selling and retailing kiosks; development of natural language and speech recognition solutions; development of learning management systems and off-the-shelf customised training programs for eLearning or traditional classroom delivery; and consulting for businesses seeking to improve contact centre productivity

    Find out more about our Customer Contact Solutions

    • Jetstar
    • PriceWaterHouseCoopers
    • Ladbrokes
    • Pizza Hut
    • Sensis

    Business Process Outsourcing

    This division provides data management and processing services, including electronic bill presentment and payment, e-statement delivery services, document design services, barcode addressing, data formatting, database development, data management and segmentation, archival and retrieval, business intelligence, and printing and mailing. By outsourcing these functions, our clients can focus on their core skills and business knowing that their customer communication follows best practice. For most businesses, outsourcing to Salmat is more cost-effective than investing in the development of specialist capabilities in-house.

    The Business Process Outsourcing division commenced operations in the 1980s, initially as a laser printing and direct mailing business. This division expanded in the 1990s with additional competencies in data management, document management, targeted distribution and response management. The division has since grown steadily, both organically and by acquisition. The acquisition of the NSW Government Printing Service in 2005 dramatically increased the scale of the print management and fulfilment businesses. The recent acquisition of HPA in 2007 brought market-leading skills in direct and essential mail, Business Colour and transpromotional mail, digital and multi-channel communications, scanning and other BPO services to the business. Clients experience the benefit of more than three decades of innovation, experience and continually updated technology.

    Find out more about our Business Process Outsourcing solutions

    • AMEX
    • ING
    • Telstra 
    • TNT
    • Comm Bank

    Targeted Media Solutions

    Salmat has always been a leading force in unaddressed mail delivery. Now, as mass media has become more fragmented and new technology takes hold, new challenges must be met. Consumers are dictating how they want to communicate with organisations. Targeted Media Solutions provide a full spectrum of traditional and emerging communication methods, ideally positioned to transition businesses through this ever-changing market.

    Targeted Media Solutions effectively combines unaddressed advertising with online, mobile and email solutions, delivering the most effective return-on-investment.

    Targeted Media Solutions' ability to combine campaign activity around these complementary channels is a powerful proposition that increases reach, penetration and consumer acceptance of campaigns, ultimately leading to increased sales.

    Find out more about our Targeted Media Solutions

    • Virgin Velocity
    • Telstra
    • Wesfarmers
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    Customer Contact Solutions

    Salmat delivers Customer Contact Solutions to organisations of all sizes and in a variety of industry verticals including financial services, telcos, government, utilities and transportation. Our focus on managing the total customer experience enables our clients to deliver exceptional customer interactions that dramatically improve satisfaction levels, whilst reducing the cost of delivery and increasing sales.

    Which Customer Contact solution best suits your business?

    How can Salmat help me?


    • Customer Experience Transformation : Consultancy Services
      Salmat provides a wide range of consulting services for businesses seeking to transform their customer experience.

      From assistance with a specific issue to a complete end-to-end analysis of a customer contact process, our consultancy team utilise the knowledge gained from years of operational expertise and multiple engagements around the globe to develop a blueprint and implementation roadmap specific to your operation.

      Viewing the organisation from the customer’s perspective, Salmat is able to review all areas of the customer contact process from contact initiation through to delivery, servicing and fulfilment. An end to end review of contact centre operations can be undertaken or specific areas focused on such as: customer access and IVR; operational efficiency; customer acquisition through analytics and propensity modelling; contact quality measurement; and customer experience tracking and analysis.

      Find out more about Salmat's consulting and support services
    • Contact Centre Solutions
      Salmat is Australia's largest and most experienced provider of outsourced contact centre solutions, with bricks-and-mortar contact centres and also @Home agent virtual contact centres, depending on client need. Managed-service solutions are also provided.

      Salmat provides solutions for B2B and B2C inbound and outbound selling, customer service and technical help desk; solutions can consist of any combination of communication channels.

      Find out more about Salmat's contact centre solutions
    • Speech Solutions
      Salmat offers a range of speech automation products and services. Through the use of Natural Language Speech Recognition and voice biometric technologies, Salmat can deliver enhanced privacy and security, customer experience and operating efficiencies.

      Find out more about Salmat's speech solutions
    • Field and Retail Kiosk Sales
      Salmat offers complete Australia-wide solutions for door-to-door selling and for retailing kiosks in shopping malls and other high pedestrian traffic locations.

      Field Sales (Door-to-Door): Contracted teams of highly motivated sales professionals working door-to-door in suburbs, cities, regions or Australia-wide are launched to sell products and services like cable television subscriptions and connections for energy retailers.

      Retail Kiosks: High-profile retailing kiosks in shopping malls are located, providing clients with experienced sales and/or customer service professionals.

      B2B Field Sales Force Management: Solutions for making face-to-face B2B calls.

      Market Research: Skilled people to gather in-field research can be provided.

      Find out more about Salmat's field and retail kiosk sales solutions
    • Learning and Development Solutions
      Salmat specialises in developing Management Learning Systems and provides a range of services and products including:

      Content Development Services: Traditional face-to-face and eLearning delivery methods are connected with customised, generic, government-accredited training material.

      Skills Optimisation and People Capability Development: Salmat has unique expertise and experience in providing clear staff development and targeted skills optimisation using its Learning Management System.

      Accredited RTO Curriculum and Customisable off-the-shelf products: Salmat has a number of training courses and programs for people working in customer service and sales environments, and in contact centres.

      Blended Training Delivery Content: Salmat can create training courses for traditional face-to-face, eLearning or blended delivery.

      Find out more about Salmat's learning and development solutions

    See our solutions in action

    Jetstar

    Jetstar engaged Salmat to develop an eLearning solution for their contact centre agents learning and development. The online induction allows the agent to complete all training and commence work without any need for trainer interaction covering all policy, product, procedure, systems and sales training. All content being deployed via the Salmat Learning Management System for measurement and assessment. The eLearning delivered significant improvements in agent job performance (reduced handling times, increased sales etc).

    PWC

    PricewaterhouseCoopers (PwC) engaged Salmat to adapt an existing one day training course for their in-house government partner accreditation program. Working in close partnership with PwC subject matter experts, we adapted the program for effective and clear communication to the target audience in the PwC executive team. Interactive elements allow learners to explore organisational structure and process flow diagrams, providing information and context to this vital knowledge. Review activities reinforce and document the learning experience.

    Ladbrokes

    Ladbrokes are one of the worlds largest and most successful bookmakers. The division handles over six million calls per annum in a challenging industry, with event driven call volumes leading to extreme peak period levels. Ladbrokes sought a viable self-service alternative for their customers. This channel needed to be easy-to-use, always available and consistent for the callers' experience. Salmat delivered the character "Elle" to deliver these needs to Ladbrokes. Ladbrokes now provide enhanced customer choice with a channel that is economically viable.

    Sensis

    This project was built to provide Sensis with a SCORM compliant, Flash based content template that would allow the internal development team at Sensis to add and edit text, images, animations, interactive elements, audio and video content, while communicating a range of SCORM variables to the LMS.

    Formal and informal assessment functionality was also built into the template to allow the Sensis development team to add 'skill checks' or scored assessments.

    Pizza Hut

    Pizza Hut is the largest pizza chain in the world. Pizza Hut appointed Salmat to help them reduce their call talk times. Salmat has enabled Pizza Hut to drive down costs, additionally, it has provided a more compelling customer experience.

    Centrelink

    Salmat responded to and won, as part of the Stream Solutions consortium, a five year contract for print and mail services for Centrelink. This represents the single largest Federal Government mail processing contract (100 million mail packs per annum).

    Proven Results. Learn more about Customer Contact Solutions