Does size matter in Salary Packaging?

3406bbd.jpgIn some situations ‘bigger’ is most certainly better.

Let’s start with pay-cheques – not many people want a smaller one of those.

And how about a single bed over a luxurious king? A shy smile from your child, or a beaming grin?

One decision where ‘bigger’ does not equate to ‘better’ is when it comes choosing your Salary Packaging provider.

Why? The success of a salary packaging program has little to do with size and everything to do with the technological infrastructure and the customer service ethos that underpins its delivery.

Most providers are comfortable to offer the same tried and tested approaches to service their clients regardless of quality – are these more likely to be the bigger or the smaller providers?

The real value is gained when salary packaging companies invest in new technologies that consistently improve the customer experience and lead to greater efficiency. Who is more likely to be proactive and embrace changes in technology, the big or the small end of town? I don’t think I have the answer but this is where you will need to do your homework.

The sign of a good salary packaging provider is that they have the capacity to address and respond with solutions to your employees’ queries in a timely manner and this has nothing to do with size but a lot to do with technological capability.

The exponential growth in the popularity of mobile platforms as a customer service tool should be leading many providers to improve their game in this sphere. This is something I’ll cover in further depth another time but for the purposes of this conversation remember that this technology is not out of reach of the small fellas.

It’s also important to remember your role as an employer in the salary packaging relationship.

Advocacy, as the principal advocate for your employees you need to demand information to be delivered in a timely and considerate fashion from your salary package provider. This isn’t something that should be left to the supplier as they tend to get lazy and the bigger they are the lazier they can get.

Communication, the key is to clearly communicate your service-level expectations to your provider – ideally at the outset – but doing this during any stage of the relationship is better than not doing it at all and the smaller they are the more likely they will listen and importantly respond.

If your salary packaging provider regardless of their size does not have the capability, resources or technology to respond to employee communications in what you deem a timely manner, you need to reconsider who you’re working with.