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Westpac Home Lending Connect Now Service honoured at The Australian Business Awards 2016

12 August 2016


Now in its eleventh year, The Australian Business Awards recognise organisations that have achieved outstanding results through initiatives that demonstrate leadership and commitment to service excellence.

Westpac’s Connect Now service enables customers to connect instantly from any Westpac Branch to specialists in home lending, wealth, insurance and business via state of the art video conferencing facilities.

Group General Manager of Westpac’s Retail & Premium Bank, Bernadette Inglis, said Westpac takes great pride in delivering world leading service to its customers.

“We’re delighted to receive this Award as acknowledgement of how Connect Now is helping make it easier for Australians to talk about how to buy home or an investment property, protect what is important to them or manage the finances to grow their businesses.

Connect Now is transforming how we support our home loan customers achieve their home ownership goals, with more than 13,000 customers using the service this year. It shows how our banking specialists are able to have a face to face meeting with Westpac customers across Australia, irrespective of distance,” concluded Ms Inglis.

Australian Business Awards Program Director Tara Johnston said The Australian Business Awards proudly recognise those organisations who continue to drive excellence in service by re-defining what customer-centric practices mean.

“These organisations re-define best practice rather than applying it, and as a result are able to provide customers with service that stands out.

“As service standards transform so do the needs of the consumer. Organisations that are able to continuously thrive in this dynamic environment do so because of their commitment to the customer and their approach to innovation.

Service initiatives are evaluated based on their transformative capacities via a detailed analysis of the method, execution, performance and outcomes of their initiative. A focus is placed on initiatives that have a demonstrable transformative effect both internally within the business and externally in the wider business community.

This is the second award the Connect Now has won this year, with the service also winning the Best Service Innovation Award at the Customer Experience in Financial Services (CXFS) Asia Awards in June.