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September 2011

  SEPTEMBER 2011
     
Spring Edition

Spring is in the air! The weather is getting better, the flowers are blooming and iPrimus has a new look!

That’s right; things are changing at iPrimus! We’ve got a new CEO, a new logo, and the Prim-E-dition newsletter will be moving from monthly to quarterly!

To tell you all about these exciting new changes here’s our new CEO Tom Mazerski…..
Tom welcomes you to the new iPrimus
We intend to buck the trends and bring the power back to the consumer. 
  Tom Mazerski, CEO  

It’s been almost a month since I first put my feet under the CEO desk and in that time the team and I have been working ferociously to refresh the iPrimus you have all come to know.

You may have already noticed changes to our brand, including a new-look logo. However, the changes are not just superficial - there has been a fundamental shift in our company thinking.

Since 1st August, my first day on the job, all of our employees have been focused on the same job – taking good care of our customers.

To help make sure iPrimus delivers the best customer experience, we will continue to serve our customers through our local, Australian-based call centre and we have empowered our call centre team to make changes based on customer feedback.

We are also making a significant investment in people, technology and business processes to enable us to fulfil your requests in seconds and minutes rather than hours and days.

I’m absolutely delighted to be leading iPrimus through these exciting changes and I can assure you that we will continue to buck the trend and put Australian consumers first.

If you need me at any time feel free to contact me at tom@primustel.com.au and I will assist you in any way I can.

Enjoy the new iPrimus!

Yours Sincerely Tom
      
Ask the CEO directly

One of Tom’s many initiatives is to ensure our customers have quick and easy ways to communicate with us. Everyone at iPrimus is encouraged to listen and respond to our customers requests, including Tom! If you have any questions, requests or suggestions on anything iPrimus then send an email to tom@primustel.com.au and as stated above he will personally reply to you.
      
Our Customers remain number 1 to us!

Under the new direction of our CEO Tom Mazerski our employees  have been given a new direction which has reinvigorated our entire company. This is backed by our new mission statement, with our primary focus being:

"To ensure that our customers always come first"

Our customers have always been our number one priority and such a statement has empowered our employees to put our customer’s thoughts and feedback at the forefront. We’ve already made major changes to our fault resolution times and our employees are encouraged to listen to your feedback to ensure we provide efficient and high quality service.
      
Our People

An integral part of ensuring “you” the Customer comes first are our employees. Our company is now running from the bottom up, which means our staff tell us what our customers are saying and we act on it. Each day our staff are coming up with suggestions and improvements that can be made based on our customers experience and we are working together to ensure it happens immediately.     

Our customers, for a long time now, have given very positive feedback about us having an Australian based call centre. Our staff are also very proud of this and they have shared some of their thoughts below on what it’s like working here in Melbourne for iPrimus.
Kerris (Correspondence & Live Chat)

I don’t know of any other work place where true open communication exists anymore! At iPrimus if you need help all you need to do is talk to your co workers with the expertise in the area you seek help with and you’re on your way to a resolution in seconds, instead of days.

Here no one has a shut door and they always find the time to assist you. The fact that Primus is completely based in Australia is fantastic because problems can get handled in real time without delay to help you help the customer. I truly feel good after I have been able to help someone in need and get a sense of achievement at the end of every day. It’s a truly amazing place to be.
Patricia (Customer Service)

iPrimus is an open, multicultural and flexible work and life environment. When our customers are calling in for either a simple account enquiry, requesting assistance reading a bill or looking for a better plan, by working as team, we here at iPrimus Australia are always willing to help. With the daily support and assistance of Leader and Managers, we always strive to make your experience a happy one.
Tim (Technical Support)

I like working here in Melbourne because of the call centre atmosphere! The Team Managers are great, its a really fun place to work and I feel like they care about the staff and want us to do well.

Here’s some of the other comments our staff said about working together in the Melbourne office…

“Customer’s give positive feedback about being based in Australia/locally”
“It’s easier to build genuine rapport with your colleagues and customers”
“Makes follow up between areas easier”
“Different departments do induction/training together so we get to meet each other”
“We know & see our senior management”

We hope that you will see the benefits of our staff’s efforts in the future and feel free to offer any feedback that you have to our staff when you next contact us.
      
Amazing Smartphone offer!

With iPrimus' great value Social Plus plans there's never been a better time to update your old mobile phone! Sign up today to our Social Plus 29 plan on a 24 month contract and for only....
$19 per month1   Minimum cost is $418 over 24 months +
access fee for additional iPrimus product		  

when bundled with an eligible iPrimus service you’ll receive our amazing smartphone….




This offer is also available on the Social Plus 39 and Social plus 49 plans if you are after more call, text and data allowances. Go to…
www.iprimus.com.au/x5

or call

1300 573 913

Terms & Conditions
* Standard charges apply for external links accessed via these sites and for social media alert/SMS services. # Bonus Offer: 2 Months Free Access Fee will be applied as a credit to the 4th bill after the service is activated. To be eligible for this credit the customer must pay the first 3 bills received from iPrimus (in full) by the due date. 1 Early exit fees apply. 24 month contract. Bundled price available when you combine with an eligible iPrimus service on a 24 month contract. If you cancel the additional iPrimus product your access fee will increase by $10 per month. Direct debit only. Residential customers only. Max 3 services per customer. Not available to customers upgrading from existing  iPrimus mobile plans. 2 Includes standard national voice calls, standard national SMS/MMS and VoiceMail ONLY.Exclusions include 13/1300, 1800 numbers. Premium calls/texts barred on activation. 3 Excess data charged at $0.275 per MB. Uploads counted. $12,95 postage and handling applies.
      
Product information - Lingo (VOIP)

In our last newsletter we discussed some of different types of products that we have at iPrimus and in this edition we look at Lingo (VoIP). The Lingo product allows you to make phone calls over your broadband connection at generally lower costs than you may find on a landline. Simply plug in your handset to the Lingo box provided, start making calls and start saving money.

The greatest advantage of Lingo is that it can significantly lower the price of calling friends and family, especially if you do so on a regular basis. The Lingo service starts at $9.95 a month, and includes all your calls to other iPrimus Lingo customers at no charge – so you can keep up with your friends around Australia. Lingo also includes fantastic rates for local, national and calls to mobiles, and also includes international rates from 2.7c per minute (inc. flagfall)!

If you make a lot of calls, we also have plans to suit which include up to standard 200 local and national calls, and 400 minutes of calls to the top 15 international countries per month with the same great call rates.

Find out more about Lingo at http://www.iprimus.com.au/PrimusWeb/HomeSolutions/LingoVoIP/
      
Newsletter Change

As mentioned earlier, the frequency of the newsletter has changed from a monthly format to a quarterly format. We’ve received lots of feedback from our Customers suggesting that more information quarterly would be sufficient, so we’ve listened!

The whole idea of the newsletter was to open up our communication lines with our customers and we have received invaluable feedback from you all.

Based on your feedback we are investing a lot of time on our website making it more user friendly, interactive and easy for you to navigate. We’ve also implemented our Live chat facility to our online shopping cart to assist you when making online purchases.  

We’ll continually act on your feedback and suggestions and to make sure you are always receiving the quality and service you expect. 
      
Get out and about this Spring

Spring in Australia is brimming with things to do. We’ve attached some of the many exciting events for each state and territory so you can jot down in your diaries. Check the details on the calendar below.
QLD
21-Oct to 23-Oct Armor All Gold Coast 600
26-Oct to 30-Oct Noosa Triathlon Multi Sport Festival
25-Nov-to 26-Nov HSBC Sevens World Series
25-Nov-to 26-Nov Great Barrier Reef Marathon Festival
VIC
28-Sep to 20-Nov Spring Racing Carnival
29-Oct to 05-Nov Melbourne Cup Carnival
06-Oct to 22-Oct Melbourne Festival
14-Oct to 16-Oct Australian Motorcycle Grand Prix
15-Nov to 20-Nov The Presidents Cup 2011
NSW
22-Sep to 23-Oct Art and About Sydney
01-Oct to 31-Oct Crave Sydney International Food Festival
11-Nov to 13-Nov Snowy River Festival
SA
07-Oct to 16-Oct 13th Australian Masters Games 2011
18-Nov to 20-Nov Deloitte Australian International Three Day Event 2011 (equestrian)
WA
07-Oct to 09-Oct Flourish Margaret River
20-Nov to 23-Oct International Hockey Super Series
NT
09-Sep to 23-Oct Desert Mob
16-Oct to 23-Oct World Solar Challenge Darwin to Adelaide
TAS
31-Oct to 11-Nov Adventure Racing World Championships
20-Nov to 27-Nov Launceston Pro-Ex
11-Nov to 11 Nov Tas Wood Expo
ACT
17-Sep to 16-Oct Floriade
27-Nov to 27-Nov Foreshore Summer Music Festival
05-Nov to 06 Nov Wine,   Roses and all that Jazz
      
June competition winner

We had some fantastic responses to our “What iPrimus product/s best suits you and why?” competition but ultimately there was one response that we believed was the best.
Congratulations to Marie from NSW who came up with this rhyme based on her phone and internet bundle….

One bill
Hassle Free
Online bill
So no tree
Has to be used
no worries!!    

Thankyou for everyone who entered the competition and we are very pleased at the great things you said about our products.
 
      
Call centre wait times

As explained in the above articles, the call centre is working extra hard to ensure you have the best experience possible when calling in. If you have any comments, suggestions or feedback on your customer service experience or future articles for the Newsletter please email us at newsletter@iprimus.com.au



Keep an eye out for the new changes to the website and we’re looking forward to your feedback for the Summer edition.

See you in December 

The iPrimus Team