Creating and managing a small business isn’t easy. Throughout my career I’ve had some challenging experiences myself but for a small and medium business owner there are always problems to solve and fires to put out.
When you’re stretched for time and trying to attract new customers whilst maintaining a healthy cash flow and managing your team, the last thing you need to worry about is your telco provider. So that’s where we come in.
In 2015 and 2016, we won the Canstar Blue ‘Most Satisfied Customers’ award for providing mobile phone services to small and medium businesses. Against fierce competition, we were awarded the maximum five stars for overall customer satisfaction, based on Canstar’s survey responses of more than 600 small business owners and key decision makers across Australia. Why did we win? I believe there are five key reasons:
1. We listen
We are deliberately different to our competitors because we always start by listening to our customers. Whenever we come up with a new proposition, we’ll invite SMB owners to the Optus campus and ask them questions so we can get feedback on our ideas and adapt our proposition accordingly.
2. We offer incredible value
Whether you’re a tradie, an architect or an advertising agency, we have specially developed a mobile or broadband business plan that will suit your needs and budget. Our latest My Business plans let you upgrade* to a new phone after 12 months and our SMB customers can save up to 20% on plans fees by adding selected eligible new plans to their business bill.
3. We understand your problems and we solve them fast
Our dedicated SMB support team is based in Australia so if you ever have a problem, it’ll be dealt with quickly and efficiently by people who specialise in SMB care. Half of all Optus stores specialise in small business and we always talk to our customers like human beings rather than using complicated technical jargon that can be confusing.
4. We offer bespoke help and support
We recently launched our Business Care Hub so business customers could have a dedicated space where they can find help and support and network with other SMB owners. In the hub, you’ll find a complete suite of information, advice and help and support for Optus Business services as well as a dedicated forum where you can ask and answer questions, 24/7 Live Chat support and exclusive business blog content. We also offer premium support for eligible customers plus access to our team of business specialists who can offer tips, expert advice and information on our products and services and what they can do for your business.
5. We have the most dedicated team you’ll ever come across (if you ask me)
Last year we held an awards ceremony to celebrate small and medium businesses across Australia. I was one of the judges awarding the grand prize to the company crowned Small Business of the Year 2016. It was my job to introduce the winner, present them with the award and give a small spiel on Optus before they got on stage. In the audience were 15 members of the Optus SMB team and after my speech I called them all up on stage – cue lots of red faces! I did that, not to embarrass them but because I wanted people to see the team behind SMB at Optus. I wanted people to know that in my experience, you will not find a more dedicated team than the people standing beside me on that stage. I have genuinely never worked with a group of people so focussed on SMB and getting it right for customers than at Optus and I wanted the SMB owners in the audience to know that.
At the end of the awards ceremony the person who won came up to me and said, “I really liked that you called your team up on stage, I wish I’d done the same but I was too excited. Either way, it shows me that there must be a great culture at Optus”. And they were right, there is a great culture here, which is why we’re already gunning for our third Canstar Blue award and more in 2017.
If you have any questions I’d love to hear them. Just leave a comment below.
Ts & Cs
*New Phone Trade Up
After 12 months you can pay a one-off fee of $99, return your current device in good working order to Optus and buy a new device on a new 24-month plan. Alternatively if you wish to keep your original device simply pay out the full remaining cost of your device including any amount that Optus was going to cover, then upgrade to a new device on a new 24-month plan. For more info visit optus.com.au/newphonetradeup.
** Optus Business Builder
Available to new and existing customers who sign up to, or recontract, two or more new selected Business Plans from 5 September 2016. Eligible services must be added under one account. Discount will appear from the second bill after activation of each eligible service. Discount is dependent on the eligible number of services. Discount will be forfeited or reduced if services are cancelled or removed from account. Not available in conjunction with any other offer unless specified.