This time last year we spoke to a new member of the SmartPA team, New Zealander Brooke Scott, and asked her about her first impressions in her role as Senior Client Success Executive.
Now, 12 months on, we thought we’d find out how things have been going...
SmartPA is growing quickly, which has meant we’re constantly reevaluating our processes and updating them in line with our quality assurance framework. With growth, there are opportunities to reinvent the wheel and implement new software, tools and add support to match the needs of the business, and most importantly, our clients. I really enjoy having the freedom to run with projects and make positive changes to the business, which has been a priority of mine.
Surprisingly, it’s been a breeze! I found it quite easy to slot into Scotland life as I see many similarities to New Zealand (although a lot more traffic lights compared to our ‘one’ back home). My top three tips would be to start listening to car horns on YouTube before arriving as you’ll be hearing it a fair bit when here, manage your expectations for finding a good coffee, and embrace brown sauce.
The client success department has become a vital part of SmartPA and our client’s journey. The department goes miles beyond account management or customer service, so rather than focusing solely on problems we’re seeking opportunities and solutions proactively, by collecting as many data points as possible about our clients, therefore providing us with insights to evolve and strengthen our service.
Customer feedback is something we deeply value to make sure we meet not only our SmartPA Service Level Agreements (SLA’s), but to continuously build on our commitment, consistency, and customer experience.
When a prospective client enquires about SmartPA it means they’ve identified a need for support, and I understand the hesitancy around outsourced services as it can be quite an unknown space. SmartPA's scalability means we are an ideal solution for clients wanting to test the waters. We all know SmartPA provides vast skillsets and specialisms, visibility of productive task time, has contingency and versatility but what’s appealing is you have flexibility in scaling your package or stopping or starting it at any point.
At SmartPA, we prioritise playing to strengths, whether that be ours, or yours, we put core competencies in our focus to ensure we can play a key part in reaching your goals and objectives.
I appreciate the follow-up. The journey continues and I’ve managed to explore and experience a lot of regional Scotland, Wales, and England. I’ve since added to that by starting a search to find the best Sunday roast. I’ve taken this hunt seriously and enlisted a few fellow like-minded individuals along the way. The countryside is beautiful here, so I look forward to continuing the quest and hopefully I’ll have a top ten for you before my visa ends.
SmartPA is a pioneer of remote, outsourced admin and business support, providing individual SmartPAs, multi-skilled cross-functional teams, and full lift and drop admin process outsourcing. Working with more than 5,000 businesses of all sizes world-wide, SmartPA draws on a global talent pool of accredited SmartPAs, with a Centre of Excellence based in the UK, near shore hubs in South Africa and Uganda, and an offshore hub in Malaysia.