I’d like to share something more personal, and an initiative that is close to my heart. 

I’ve recently taken on the role of Chairman with Neuroendocrine Cancer Australia (NECA), a national organisation supporting Australians affected by neuroendocrine cancer. This follows my own diagnosis a few years ago, and it’s a cause I’m deeply committed to. 

Neuroendocrine cancer remains one of the least understood forms of cancer in Australia, with diagnosis often taking several years. Increasing awareness and improving patient outcomes are critical priorities. 

NECA is a focused and growing organisation with a dedicated team working to support patients, families and clinicians.  

Over the coming months, Digicall Assist will support a light-touch awareness initiative across parts of our network. This will be respectful and unobtrusive, but aims to improve understanding of a condition that often goes undiagnosed for too long. 

We’re also proud to support awareness activities such as March4NETs, taking place throughout March. This initiative encourages people to walk, run or ride to raise awareness and contribute to better outcomes for those affected by neuroendocrine tumours (NETs). 
If you’d like to get involved, you can find more information here: 
https://fundraise.neuroendocrine.org.au/event/march4nets/home 

I’d also like to acknowledge the support of the broader Digicall Group, whose leadership enables this contribution alongside our day-to-day client and customer service responsibilities for our 24/7/365 roadside assistance and premium call centre services. 

Giving back has always been part of who we are. Our ongoing work with Greenfleet and St Vincent de Paul Society through initiatives such as the CEO Sleepout reflects our broader commitment to making a positive contribution in the community, beyond our core services. Supporting NECA is a natural extension of that commitment. 

If you’d like to learn more about neuroendocrine cancer or support the work NECA is doing, you can do so here: 
https://fundraise.neuroendocrine.org.au/donate 

Thank you to our service providers, partners and clients for your continued support and for being part of a network that makes a meaningful difference. 

Michael Curtin 
CEO, Digicall Assist 

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Congratulations on the top award, Service Provider of the Year, go to Shane and Jacki Ahchow of the Prestige Automotive Team! With a Customer Satisfaction (CSAT) score of 4.7 / 5, technology focused business including 99% app use and 9 years in the Digicall network, Shane and his Team run an impressive customer focused business. Well done on being the Digicall Assist Provider of the year!

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Get an insight into the Service Provider network across WA and NT from the photos below. The Unimog from NT Towing is a creative solution for the local market.

The opportunity to meet key partners (our Service Provider Network) will be taken up in all states and territories. Wherever you are as a Service Provider to Digicall Assist we want to stay in touch either on the phone or face to face, working together to provide premium call centre tech systems, training and knowledge to customers before you help them at the roadside. Our support within the Digicall Team is available to you, on the ground, whenever you need it.

Tasmania is the next stop on the tour in the near future. Thanks to all SPs, for hosting these visits, helping clients at incredibly high Customer Satisfaction rankings and being part of the Digicall Assist Service Provider network.

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Staff and Service Providers alike have gone above and beyond to ensure 24/7/365 service was maintained for call centre support and roadside help. Other services were on hold and fully suspended during the worst of the storm.

Regular updates were posted via the Digicall Assist LinkedIn page. Follow this page for public service announcements regarding our roadside service in the future. (LINK)

There were some challenging battery replacements based on the changing times the weather event was expected to make landfall. Towing jobs had to consider whether the storage facility / workshop destination was flood prone or already out of use. Working during a fierce storm during the night is always cause for concern but was overcome by well trained and experienced operators.

Flooded roads led to minimal access and some jobs impacted or controlled by emergency services. Fuel supply, blackouts and road closures provided additional hurdles to overcome. For the most part, residents heeded guidelines by sheltering, minimizing time on the roads where possible during these dangerous conditions, which led to a decrease in calls and cases.

“You think of those customers and act as quickly as you can where it’s not safe to break down and be stopped at the roadside. Then there are those that are underinsured or their vehicles aren’t covered at all. Systems, technology, training and wonderful team of phone operators and Service Providers got us through this cyclone with service maintained”, mentions Luke Laurence, DCA Head of Provider Network.

At Digicall Assist, we’re proud to service the community and a large car park, even under the most testing of conditions.

The post Cyclone Alfred was no match for Digicall Assist Roadside Service appeared first on Digicall Assist.

“Conrad, who has been an integral part of the Digicall team since October 2015 serving as the Group Chief Financial Officer, is stepping up to lead the company into its next phase of growth and innovation,” says Altmann Allers, Executive Chairman, Digicall Group. “We congratulate on his new appointment and wish him success as he leads the organisation towards a bright and prosperous future.”

Erasmus embarked on his professional career with a BCom (Hons) degree, gaining early career experience and support through a bursary and work contract with KPMG. After twelve years of honing his skills as a Chartered Accountant and acquiring a wealth of experience with clients across multiple industries, he took on the role of Chief Operations Officer at Bridge, a financial services firm.

His move to Digicall was facilitated by the high regard in which he is held within the industry.

In his current position as CFO, Digicall has seen significant growth, transforming into a multinational enterprise with revenues surpassing R3.5 billion and a dedicated workforce of over 6,000 employees spread across three continents.

His vision for Digicall encompasses not just sustaining this growth, but amplifying it through strategic operational enhancements, expanding the group’s customer base, and introducing innovative products and services that respond to the evolving needs of its global clientele.

“Conrad’s strategic direction for Digicall aims to harness the strengths of our exceptional leadership team to bring our shared vision and purpose to life, ensuring that the company not only builds on its current successes but also achieves sustainable and amplified growth in the years to come,” Allers says.

About Digicall Group

Digicall provides specialist multichannel outsourced service solutions to insurers, government departments, municipalities, financial services, telecoms, retail and other industries. We adhere to global best practices and only partner with best-in-class, stringently vetted and industry-accredited service providers, whose performance we regularly assess to SLA requirements and who receive ongoing product, system, and service training to ensure complete peace of mind for everyone we serve.

Digicall’s success is a result of a commitment to innovation, technology and business transparency. Our systems enable a single view of customer’s data through a full-service solution that delivers fully captured and reported incident response data to clients. We hold ourselves and each other accountable for living our values – of BRIGHT, AGILE and TRUE – which guide our attitudes and actions and challenge us to be better every day.

Article originally found at https://www.digicallgroup.co.za/conrad-erasmus-appointed-ceo-of-digicall-group/

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An unreliable vehicle or one that fails on the road can often come at the most inconvenient of moments; on the way to a sports game, family event, work or a job interview. Each driver is likely to be a passenger or driving when they require assistance at the roadside during their time behind the wheel. To add peace of mind and solve problems while decreasing the time your vehicle is out of action, roadside assistance programs are used. 

Roadside assistance programs help drivers by offering a service. They are often supplied directly by your car insurance brand. A common example is listed below, similar to the service that Digicall Assist proudly provides to brands such as Youi, AAMI and Suncorp.

How it works 

• You’re put in touch with a person in a call centre or automated and internet enabled solution to understand where you’ve broken down, what the problem is likely to be and the type of help you need 
• Safety is paramount at the roadside. If your emergency involves children, animals please let the call centre contact know at the start of the call. Avoid hazardous situations such as passing traffic 
• The problem is diagnosed or fixed over the phone OR 
• A roadside assistance provider is dispatched to help with your vehicle 
• Stay with your vehicle once the case has been logged 
• Allow the experts to arrive and help by getting you moving again, using their expertise 

What does my program normally include? 

Digicall Assist gets you moving 24/7 and as soon as possible as a standard policy benefit pending your level of insurance policy coverage – often included with comprehensive cover. This service is a dedicated emergency roadside assistance service if the car breaks down or is immobilized. Find the details at your insurer’s website landing page or call their dedicated roadside assistance phone number if you require help. 

• Flat batteries 
• Flat tyres 
• Emergency fuel 
• Vehicle towing 
• Lost or locked keys 
• Caravan and trailer assistance 
• Bogged vehicles 
• Taxi 

Digicall Assist prides itself on a customer journey that results in efficient and helpful roadside assistance for your vehicle. We want to get you moving again, as quickly and safely as possible. See our 4.8 / 5 star Google ranking from over 1,200 reviews as testament to our service track record. 

The post The customer overview of Roadside Assistance programs appeared first on Digicall Assist.

Thanks to all for your efforts during 2023, with a special nod to these experts in premium call centre experiences.

Shooting Stars

Jack Turner

• Reliable in the face of adversity; dependable to a fault
• Brightens the day of others in the office with laughter
• Onboards new team members and upskills existing members of the crew  

Matt Holliday

• He keeps the speed to action our software system as a priority
• Open to discussing system operation ideas / fixes in the most efficient way possible 

Team Leader of the Year 2023

Jolie Villareal

Jolie has grown in our business after starting out as an Operator in roadside to an SME and then a Team Leader. Earlier this year Jolie has taken on a new challenge as the Team Leader of Customer Assistance and Customer Care. Jolie has gone from strength to strength over the last 12 months and brought some structure to our Customer Assistance and Customer Care teams as well as some light heartedness, which is critically important for these teams.

She’s a proative, driven, determined, and focused Leader, working towards defined goals in our business.

Employee of the Year 2023

Kristi Ortega

Taking out employee of the month 5 times so far in 2023, Kristi is a focused and dedicated Operator who is always looking for the best way to help her customers. Working tirelessly with her Team Leader, chasing her results and driving consistent improvements.

Thanks for the huge energy and effort levels in our business this year!

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Digicall Assist has been proud to contribute strongly to the Group outcomes over recent years. This celebration of two decades of premium customer service provision across various industries was a recognition around constant learning, pausing to appreciate the milestone accomplishments and getting to know team members in a more casual setting.

From Digicall Assist, the Senior Leadership Team attended, including;

• Michael Curtin (CEO)
• Duncan Hardie (COO)
• Luke Laurence (Head of Provider Network)
• Rebecca Goss (Operations Manager)
• Jey Meraachli (Infrastructure Manager)
• Victor Yang (Financial Controller)

Altmann Allers (Chairman) and Willem De Clercq (Director) led the local South African contingent.

Values of assisting others and serving remain constant between the two brands and team members. This cross border celebration and learning exercise strengthened existing partnerships that allow Digicall Assist to act as a best practice B2B roadside assistance call centre and service provider for many of the largest OEM and insurance clients across Australia.

The post Leadership Team visits South Africa for Digicall Group 20th Anniversary Celebrations appeared first on Digicall Assist.

The Digicall Assist business recognizes that growth, teamwork and achieving goals as a Group, is all about people that are engaged by their role and interactions with others. Performance and culture are improved through relationships.

Results have been shared with team members internally and are overwhelmingly positive, both for the long-term trend of our employee experience at the company over the 3 years the survey has run and against peer benchmarks.

• 54 questions
• 84% completion rate
• Categories included Organisation Vision and Values, Purpose and Pride, Team Engagement, Your Manager, Our Leadership Team, Diversity/Inclusion/Equal Opportunity, Job Fit, Development & Growth, Rewards, Recognition, Work/Life Balance and Systems & Processes
• ‘Our organisation has strong core values that all employees uphold’. Similar result to last year but up 10% on the benchmark
• ‘Our organisation has a strong focus on the satisfaction of our customers’. 8% above benchmarked levels
• ‘How likely is it that you would recommend this organisation as a place to work?’ Our score this year was up 8% vs 2022 and sits 31% above the benchmarked average
• ‘Overall, I am satisfied with my job’. A 5% improvement on last year and 12% above the benchmark
• ‘My manager addresses poor performance in my team’. A 6% improvement on last year and 14% above the benchmark
• ‘Our leadership team uphold our organisational values’. Up 3% in the last year and 13% above averages
• ‘There is an effective process in place to assess my performance’. Up 3% and 12% above average
• ‘I have access to the tools, equipment and technology I need to do my job well’. Up 11% on benchmarked averages
• ‘Our organisation has effective communication strategies in place to ensure people are kept informed’. A 7% improvement on last year and 11% above the benchmark

The powerful data and knowledge gained from this survey will be used to push Digicall Assist to even loftier heights of employee satisfaction. For the rare negatives, feedback is being implemented to improve scoring and employee outcomes during 2024.

Congratulations to the Digicall Assist Team for their efforts in making our company a more energetic, driven, focused and enjoyable place to work.

The post Digicall Assist Employee Engagement Survey results and process appeared first on Digicall Assist.

Timeline of Key Automotive Features and Improvements

–1886. First car is invented

–1908. Ford Model T produced

–1934. Coil spring suspension is popularised

–1930. Cars are made with radios

–1951. Power steering

–1953. Air conditioning

–1959. Seat belts are introduced

–1971. Anti-lock brakes (ABS)

–1988. Airbags

–2000. GPS navigation

–2002. Reversing cameras

–2014. Tesla Autopilot

–2020. Tesla Model 3 reaches scaled production

–2023. Tesla Model Y becomes the most popular vehicle model in the World

–Future. Autonomous, self-driving cars and robotaxis. Preventative maintenance determined by in vehicle diagnostics

Diagnostics

In-vehicle diagnostics are now advanced enough to help with a range of functions, from lane sensing for other traffic, adjustable cruise control, obstacle collision warnings and telling the driver when a part requires preventative maintenance or replacement. This could range from Tyre Pressure Monitoring System (TPMS) to ensure safety and minimal wear of your 4 corner rubber lifesavers or a report that the engine is not performing at optimal capacity due to a fuel injection or cylinder problem. You can even gain an early indication that your brake pads, rotors/discs require replacement for safety, control and stopping power.

Scan tools are available through OEM service departments and independent workshops to confirm any issues in the vehicle’s performance, including key hardware and software components to give an efficient and accurate drive.

Autonomous driving will become more and more advanced, safe and reliable with AI powered data and software development. Insurance implications abound to reduce premiums for good drivers, determining fault from accidents and more.

Vehicle diagnostics will alert the driver, giving specific and measurable notifications and suggested maintenance solutions within smaller tolerances for brake pad thickness, lane sensing calibration, tyre tread projections and more. These preventative maintenance works are more likely to be connected via the internet to a booking option at the OEMs chosen repair network or dealership service centre.

The tech enabled future of Australian motoring will allow us to use data for our safety and driving comfort, with accurate timings on the required preventative maintenance required for each vehicle.

Future blogs will cover telematics and preventative maintenance.

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