Digital Debrief

Michael has over 30 years of experience across Financial Markets, Business Development and Technology roles in categories from finance to beverages to software. Since the 90s, Michael has been involved in the commercialisation of opportunities offered by new technology and led large complex organisations along their digital transformation pathway. Michael has worked in markets including Japan, Australia, South Africa, the United Kingdom, Singapore and of course New Zealand.

In this episode Michael talks about the re-imagining of the Forsyth Barr digital experience, a project they kicked off a little over 18 months ago. What that means for the customer experience and how it has driven a change in mindset more broadly across the organisation.

PlaceMakers digital transformation has been a multi-year programme transforming finance, supply chain, operations and created a customer facing digital channel to market in order to create an improved customer experience for both its 2,500 staff and 20,000+ customers. Going from completely manual paper based processes it has changed how it operates with digital mobile solutions used for all transactions creating live status updates, sending 1.5million customer notifications and has reduced paper useage by over 11million pages. In the last 12 months it has launched placemakers.co.nz retail eCommerce together with its Trade App and Trade Portal which have over 11,000 users and 100,000 monthly sessions

In this episode, James Dalglish and Kevin Dang chat about their Rental management system. This system allowed them to manage their Fleet, customers, users, reservations, pricing and a whole lot more.

They decided to build their own Rental management system after evaluating the market and not finding a platform that met their needs from a functionality and innovation perspective.

One of the values at GO Rentals has always been Customer service first and they needed a flexible platform that allowed them to enhance the customer experience through digital touch points such as their mobile App and self service kiosk machines.