Corporate Excellence Awards 2020

Issue 4 2020 17 Jan20073 The joys of running a small business come from being your own boss, able to ensure a connection with a small team and staff and loyal customers on the lookout for good service. The challenges, however, come in the form of paperwork for taxes and trying to ensure the business is fit for the future. The team at Palfreyman Chartered Accountants is fully equipped to help with this, offering a wide range of services to businesses around the world. Proud winner of the 2020 Corporate Excellence Award for Best Specialist Small Business Accounting Firm 2020 – Australia, we turn our attention to this talented team to find out more. Based in Hunter Valley, famed for its fine wines, Palfreyman Chartered Accountants has made its name helping small businesses to make the most of the resources available to them. Not providing a specific service, this group of experienced business professionals have a unique interest in educating and empowering its clients to become more effective businesspeople. To achieve this aim is no easy task, and involves a combination of all the talents available to the firm. Led by industry leaders, it’s no surprise that businesses turn time and time again to this formidable force for assistance. The team at Palfreyman Chartered Accountants is able to provide its clients with constant tax planning and strategic management opportunities, ensuring that they always know that their businesses are heading in the right direction and that their obligations are clear. The provision of financial services is just another service that the company offers to help businesses out. Small businesses may seem like an oddly specific choice, but the need for specificity is crucial when accountancy has so many potential client bases. The market is quite sustainable, with the potential for significant service growth. Providing clients with top quality advice at a reasonable price is the Palfreyman Chartered Accountants approach, working alongside their businesses and twisting them to best suit the market of tomorrow. This can take a number of different forms from mentoring, strategic planning and performance reviews all the way through to taxation, business and software advice. As the company pays such attention to ensuring that none of their clients is left behind, they have been able to achieve an impressive success rate. One of the ways in which Palfreyman Chartered Accountants differs in operation is in how it runs. Instead of the standard management model used in the finance industry, a holacratic approach takes the power out of the hands of the partners and places it in the hands of the workforce at large. Because all staff members have the opportunity to initiate change and self- manage, Palfreyman Chartered Accountants Putting Small Business First has become an incredibly dynamic, evolving practice. It means that the company has an impressively broad perspective, with each of its procedures, visions and ethics being the product of multiple peoples’ experiences and thoughts. This is just one of the ways in which the business is able to ensure that its suggestions are applicable to businesspeople from all walks of life. Taking such a personal approach is key to the way that Palfreyman Chartered Accountants operates, and is reflected in the interactions the business has with charity. Keenly working alongside community groups and not-for- profit organisations, the team has gained a great deal of kudos for its ability to truly make a difference. Not only does this work have a positive effect on the community locally, but it feeds back into the business. The staff at Palfreyman Chartered Accountants have an exceptional ability to adapt their service delivery to suit their audience, allowing them to deliver compassionate, logical service to their clients. The work of small businesses is difficult, and having a helping hand from a team like Palfreyman Chartered Accountants can be incredibly beneficial. Invested in making sure that companies make the best decisions from the options available, it’s this respectful attitude that keeps people coming back for more. Company: Palfreyman Chartered Accountants Contact: Simone Palfreyman Website: “...Palfreyman Chartered Accountants can be incredibly beneficial. Invested in making sure that companies make the best decisions from the options available, it’s this respectful attitude that keeps people coming back for more.” Keeping customers at the heart of a business is key to success, and VeriCall play an essential role in ensuring that this remains the case. It’s good to see that VeriCall has been able to establish itself in the industry as not only a vital service, but a tremendous success. Contact: Adam Taylor Website: Jan20072 Customer Communications Centre Champions A good customer service experience can change your perception of a business, transforming it from the target of frustration to a font of goodwill. VeriCall Ltd are experts in this area, making sure that every conversation is a delight and that customers feel valued and supported in any and all business transactions. This incredible achievement has seen them acknowledged as Recognised Leaders in Customer Centre Solutions, 2020 – UK in Corporate Vision’s Corporate Excellence awards. We took a closer look to find out more. One of the keys to engagement with a brand or business is being able to make customers feel remembered. Making the effort to ensure this is the case is what allows them to become advocates of a business. These advocates are the people who will pay more, stay longer and more importantly tell others about what is available. VeriCall has assembled a top-quality group of ‘Customer Champions’. No matter what business they are representing, their clients are secure in the knowledge that valued customers always receive the highest possible standard of service across a wide range of platforms. Serving businesses through voice, SMS, email, live chat and social media, no vital conversation is left unresolved and every customer is satisfied in the message that is communicated. A major part of this ground-breaking approach is the desire to upgrade the contact centre so that it is fit for the next generation. As customers change the way in which they interact with the world, customer centric organisations have faced immense challenges in trying to find ways in which they can adapt to better serve these evolving needs. VeriCall has made its name in answering these challenges, with the technology that the company pioneers able to ensure that the same experience that people have become accustomed to on voice being transferred to new platforms. The solution allows team members to take secure, PCI Compliant payments across social media channels, meaning that all business can be conducted on the customer’s platform of choice. Staying consistent throughout the process alleviates a huge source of frustration on the customer’s front and making the process simpler makes business simpler too. The clients that have made use of VeriCall’s services are varied, crossing a number of different sectors. Able to handle enquires on topics including directory enquiries, payTV, financial advisors, travel & tourism, catering, service desk, telecoms, medical insurance, housing repairs shows the incredible range that the team is able to handle. Most clients are approached through a mix of trade shows, industry contacts and inbound enquiries, with the number growing ever higher by the day. Currently, the business is undergoing a major period of growth. It has managed to achieve an impressive level of success incredibly quickly, with the business only formed in October 2017. While originally headquartered in London, last year saw the company move to Fife in Scotland, with the help of a £1million RSA Grant from Scottish Enterprise. Creating a new centre that is fit for purpose has been one of the challenges that the business has faced recently, along with coordinating staffing levels to ensure that the same exceptional service that clients and customers have come to expect can be maintained. Looking forward, VeriCall are currently rolling out its new social media payments proposition, while working on a number of new initiatives to ensure that it remains at the forefront of CX delivery for the next decade. Corporate Excellence Awards 151