BACKGROUND
Maxima Training Group is a South Australian based not for profit organisation that supports people in their pursuit of meaningful work across seven states and more than 70 communities. Before transitioning to Eziway for the 2020-21 FBT year, it had experienced constant ‘noise’ back to Payroll from disgruntled employees who highlighted a range of issues with how their salary packaging arrangements were being administered.

APPROACH
In order to address Maxima’s concerns, Eziway introduced Maxima to their dedicated service model. Key elements of this service model included:

• Dedicated Customer Relationship Manager as the stakeholders’ single point of contact for all matters relating to Maxima’s program who would advocate their needs through the business.
• Dedicated Client Service Officers who would answer calls within 7 seconds and process claims, new starters and amendments within 24hrs.
• A sophisticated, integrated administration system that would allow stakeholders to generate their own reports using live data and permit employees to self-serve using their mobile devices.

OUTCOME
Eziway’s successful implementation of a dedicated service model, resulted in a complete elimination of ‘noise’ from employees to payroll. Over a four-week period, Eziway visited every Maxima site around the country for live employee on-boarding. After meeting with Eziway, employees would return to their desk to find an email notifying them that their packaging arrangements had been set-up. Eziway smoothly transitioned 257 participants, including 7 novated leases and 32-company provided vehicles