Dear Clients
On Thursday last week we had a terrific response to our Economic Update evening with over 80 people attending. It was great to meet those of you who were able to join us in Brisbane.
Website
You may have noticed over the weekend that our website received a makeover. The new site is packed with user-friendly information and consolidates the content from NIFS and Entello into one easy to navigate location. We’ve also added some new features including interviews with clients, a bookshop facility and a web feed to the latest local, national and international news.
The exciting part of the new web site is its functionality. In the top right hand corner of the home page you will see a button marked “My Entello”. This will be your access to online training and your portfolio information in the future. The button is currently deactivated while we build the engine room of our site. We will keep you informed as things progress.
We invite you to visit the site at www.entellogroup.com.au to see how we have improved our on-line presence and the range of benefits that will be available to you as clients.
New Roles Targeting Customer Service
We have recently established two new roles with the sole aim of improving customer service.
Client Services Officer: This role has been created to provide a single point of contact for new Entello clients, orientating them on all aspects of Entello’s service offer – from initial consultations to the establishment of an investment portfolio.
The introduction of this role means you will always have one person whom you can contact directly, even though you will, as required, speak directly with specialists in the Entello team on a specific matter.
Key Account Officer: The Key Account Officer is your strategic investment partner – someone who knows you and your investments inside and out and who can assist at any stage with the management of your portfolio.
We have set a very low Client to Key Account Officer ratio to ensure you receive the best in personalised service. All of our management clients will be linked with a Key Account Officer through August and September coinciding with a review each of individual plans and investments.
Once your Key Account Officer has been assigned you will also receive their direct contact details so you can call them at any stage.
New Appointments
With new roles come new Entello people.
I am very pleased to introduce Ana Hall. Ana, who takes on the role of Client Services Officer, has extensive experience in customer services roles within the finance industry.
I am also pleased to introduce Greg Manwaring, who has started work with Entello as a Key Account Officer. Greg‘s experience includes para planning and customer service, which makes him ideal for this important role.
Many of you already know Leonie Mohr, I am pleased to announce Leonie has also accepted a role as Key Account Officer.
We will be appointing additional Key Account Officers in coming months and I look forward to introducing them to you as they come on board.
Client preferences survey
In my June update I outlined that our two key goals were enhanced customer service and the expansion of our education products. As we put measures in place to fulfil these goals we also need to ensure that we are meeting your expectations – and your feedback plays an essential part.
As a first step we have produced a short questionnaire that can be accessed in the link accompanying this newsletter. We would be most appreciative if you could take just a little time to complete the questionnaire. This feedback will help us to tailor our services and programs, while also providing us with guidance on how we are performing on your behalf.
Please remember though, that we appreciate your feedback at any time and encourage you to regularly share your views and thoughts with our team members.
Regards
Dean Minchington
Chief Executive Officer