November 2010
Nov022010
Competition closes 11:59pm (AEST) on 30/11/2010. Permit No. NSW: LTPS/10/11142; ACT Permit No. TP 10/05073.1. Terms & Conditions
Issue 2
Prim-E-dition
Hi and welcome to Prim-E-dition. This is our second monthly newsletter dedicated to keeping you up-to-date with what’s happening at iPrimus.
You may have noticed some excess facial hair around town. That's because it's Movember! Each November, men around the globe grow a ‘mo’ to raise awareness for men’s health. It's a great cause, so we're getting involved too. Go online to check our mos and win some fantastic prizes.
As you can see, our ‘Name the Newsletter’ competition has been decided. With over 4,000 entries, it was a difficult choice. Thanks to every single person who entered – we are lucky to have such loyal and creative customers! You’ll find full details on the winning entry below.
We hope you enjoy this edition, and look forward to your thoughts, questions and comments.
Happy Movember everyone!
Customer News
And the winner is Prim-E-dition!
Charlie from Marketing (left) handing our winner David (right) his prize
This weeks Customer news is dominated by our "name the Newsletter" competition winner, David from West Footscray, Victoria.
The name David came up with was Prim-E-dition which we are very impressed with. Our Marketing team hand delivered the prize to David’s doorstep and he was able to take some time to give us some feedback on how he came up with the prize - here’s what he had to say...
"Using my passion for words I wanted to creatively combine the Primus name with something that was an attention-getter and had a newsworthy feel. I thought the "E" was important and worked through combinations to use that letter to join Primus with the newsy feel of the word edition. Having just recently retired, I had some time on my hands also!
I plan to buy a good digital camera and suitcase to use on a 12 day retirement holiday centred around the Ghan.
Initially I was attracted by the iPrimus web site and their competitive rates combined with a strong Australian connection clinched the deal for me.
In a welcome way I have not had to use customer service much, but I was very satisfied with the way the change-over to iPrimus was carried out.
I thank you for the way the competition was run and my winning is a sweet bonus to the low usage rates with a high quality of service."
A big thanks to David for his kind words.
iPrimus News
Brand new TV commercials
This month we're releasing two, brand-new TV commercials. You’ll probably agree our past ads have been pretty funny. Well stay tuned because these are our best yet.
The team started by looking at how ordinary families, like yours, use technology to communicate, inspire, and experience a better quality life. From the kitchen to the shed, families everywhere are getting creative when it comes to internet possibilities. Simply by being online, an ordinary Aussie family can become extraordinary. The world and all it has to offers is literally at your fingertips.
We thought it might be interesting to take this idea one step further. So, our new TV ads explore what happens when you bring a touch of Bollywood and Hollywood movie magic to a normal family. You don't need big bucks to fly high with iPrimus as your co-pilot.
There's singing, dancing, thrills and spills ... and you can see it all here. We think they capture the fun and excitement of a modern day family. But let us know what you think. Check our Facebook and Twitter pages to see what others are saying too!
iPrimus proudly "getting hairy" for Movember!
Throughout the month of November a group of iPrimus staff members have decided to create a team called "The iPrimustaches" and promote Movember. Each iPrimustache member will shamelessly self promote themselves to gain your votes to become "Mo-st popular" Mo Bro in the team
Why?
Close to 3,000 men die of prostate cancer each year in Australia and one in eight men will experience depression in their lifetime - many of whom don’t seek help. Facts like these have convinced us that we should get involved and we are hoping that you will support us.
We're doubling the Donation
For every Dollar donated to the iPrimustache team, iPrimus will match it, up to the value of $5,000. So if you would like to make a donation click here donate and follow the steps. Your contribution is very much appreciated.
Vote for your favourite "iPrimustache" member and win
To raise extra awareness for Movember we have added a competition for you to vote for your iPrimustache member. All you need to do is select your favourite iPrimustacher and if they are the most popular you’ll go in the draw to win an Xbox with the brand new Xbox Kinect thrown in! Enter here (Entries close 11:59pm (AEST) on 30/11/2010. Full terms and conditions here).
Go to our Facebook page to see what how the team’s mo’s are coming along.
What's the catch?
Whether you make a donation, vote in our competition or browse the official Movember site all we ask is that you in some way can raise awareness for this wonderful cause.
Pedal for Prostate
At iPrimus, we're passionate about giving back to the community. That’s why we help out with important causes like Movember. It’s also why we chose to become a lead sponsor of Pedal for Prostate, an initiative of the EJ Whitten Foundation and Melbourne Fire Brigade.
Pedal for Prostate is an intense 25-day bike ride undertaken by 12 members of the Metropolitan Fire and Emergency Services Board. These brave men will be riding 25,000 km to help fight prostate cancer, the most common cancer diagnosed in Australian males.
You can get involved too. Simply visit the Pedal for Prostate website to learn more.
Customer Service Central
How can we help? Antoni knows!
There was an iPad up for grabs when we asked through Facebook and Twitter "How can we help?". Well, we’ve been flooded with amazing suggestions and the short list certainly wasn’t short! Congratulations to Antoni from Queensland, with his winning suggestion:
"How about a loyalty program for customers that have been with iPrimus for many years?
- 5 years with iPrimus = Bronze member
- 10 years with iPrimus = Silver member
- 15 years with iPrimus = Gold member
With each of these levels, you receive bonuses, incentives, discounts etc"
This struck a chord with us because it’s all about rewarding your loyalty. That's one thing we’re fortunate to have a lot of, for which we’re extremely grateful. Thanks Antoni ... right now we are looking into ways to implement your great idea, as well as hundreds of other suggestions!
Just because the competition's over, don't stop sending in your ideas. We want you to feel just as involved in this company as we are – when you talk, we listen ... and we act. Go ahead and post something on our Facebook page or send us Tweet!
...and here’s how our call centres faired last month
Average wait times October
| Department | Average wait time |
|---|---|
| Customer Service (Billing & General) |
31 seconds |
| Provisioning (Moves & new connections) |
13 seconds |
| Tech support & faults | 229 seconds (3.49 minutes) |
Inside Info
Great feedback and checkout our answers!
This months inside info is dedicated to the feedback and questions we received from our 1st edition. We hope you get some useful tips to help you get the best out of our products and services...
Q.
Is there a way I can use my iPad like the wireless broadband mentioned in your newsletter, but away from home or hotspots at the cafes?
A.
There are several ways this can be achieved. If your iPad is 3G enabled, then you can purchase one of our mobile broadband plans and simply insert the sim card directly into your iPad. Configuration takes only a few minutes.
If your iPad isn’t 3G enabled, we’re about to release a product called a ‘mobile 3G hotspot’, which turns a 3G mobile broadband service into a wireless hotspot. This allows you to connect up to 5 WiFI enabled devices to the internet while you’re on the go.
The mobile hotspot is rechargeable so you don’t need a power point to use it (though you’ll need to make sure it's charged before you head out).
Q.
We also had many inquiries about providing plans to suit Customers needs as well as informing Customers when new plans come out.
A.
iPrimus update their plans on a regular basis and ensuring customers are on the right plans is essential. We attempt to contact customers on a regular basis through telephone calls and emails with updates on new plans; however we don’t always manage to reach everyone.
To keep up to date of iPrimus’ new plans, we recommend that you:
Keep a look out in your iPrimus email. We send emails to customers who are eligible for upgrades or when we think we have a better plan for you available.
Follow us on Facebook and Twitter. We regularly post on Facebook and Twitter when we launch new plans.
Catch us on LiveChat or Email. If you would like to know if there is a better plan available to you before we get in contact with you, catch us on LiveChat or email through our website and we can suggest the right plan for you.
We’ve contacted thousands of customers over the last six months and many have already changed their plan to receive more value for their money or by suggesting a plan that better suits.
Q.
I would like to see a 'bundled' plan that involves, broadband, home phone, and a mobile phone that would be 'cheaper' than having my mobile separate from another supplier.
A.
Definitely something we are looking at. We are bringing out some fabulous value mobile plans and some new bundles in the very short future, including plans for customers who don’t use their service a great deal, but want to keep in touch! – stay tuned!
The Wonderful Web
Festive Season is drawing near
The festive season is drawing near and here’s some websites to help you find some great gift ideas or bargains.
http://www.dealsdirect.com.au/
Your Say
Keep the great suggestions and questions coming!
If you’ve enjoyed a story, have something to add or a suggestion to make, let us know. We’d also love to hear about your real Customer experiences, article ideas or websites you love.
Tell us what you’d like to see right here at newsletter@iprimus.com.au
See you next month,
The iPrimus Team
Facebook, Twitter & associated logos are trademarks of Facebook, Inc, and Twitter, Inc.
