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Scan the QR code or go to bluestone.com.au/its-prime-time to learn more about Bluestone’s new products and get accredited Bluestone Servicing Pty Ltd ACN 122 698 328 Australian Credit License 390 183 on behalf of the Credit Provider, Permanent Custodians Limited ACN 001 426 384. Lending criteria, terms and conditions, fees and charges apply
whether they are buying to occupy or invest, have clear credit or not, and regardless of whether they draw income from their own business or from some form of permanent or casual employment set-up. Customer is king To become that lender, one of our most important projects in 2019 was the launch of our new product suite, which we successfully achieved in early November. During the development phase, our priority was to use the needs of our brokers and borrowers as the key driving force for every decision we made. The feedback we received from
our broker advisory panel was instrumental to creating the home loan suite we ultimately released to the market. The result is a product set that is far simpler and more aligned to market needs than we have ever offered before. I had the pleasure of attending some of our early launch workshops in Sydney and Melbourne to personally introduce our new products and was thrilled to see the warm welcome we received from our brokers. This sentiment has since translated to the bottom line, as we’ve witnessed an immediate uptick in volumes across the country.
As our volumes grow, it is still of the highest importance to me and the rest of Bluestone’s leadership to keep our brokers and customers at the heart of everything we do. To this end, we welcomed James Angus in the newly created role of chief customer officer in late 2019. His focus will be on guiding Bluestone’s transition into a wholly broker- and customer-centric organisation. Putting money where the mouth is To ensure we would reach this goal, a decision our executive team made was to implement clear KPIs for all teams across Bluestone in relation
to broker and customer satisfaction. Since the start of the third quarter of the current financial year, a minimum of 15% of the scorecard of every team from sales to IT will relate to broker and customer experience. The goal is to ensure that every employee at Bluestone will feel they have a personal and direct stake in ensuring our service delivery is the best it can be. Alongside this initiative, we have launched regular NPS surveys for our Australian brokers and are planning to roll these out to customers as well as the New Zealand market over 2020. In our commitment to complete transparency to the market, we were extremely pleased to share our first NPS score of 42 in November; however, we want to stress that this first result will be used merely as a baseline to measure ourselves against as we progress. Always one eye towards the future Of course, looking to the rest of 2020 we have no intention of slowing down. Continuous growth and evolution have become the new normal at Bluestone. New exciting product innovations are already in development, and we are working hard to ensure our service delivery will continue to become faster, more consistent, and more convenient. To this end, we are pleased to announce the launch of no-cost standard upfront valuations for select customers via CoreLogic’s PropertyHub platform. I’m also excited to go on the road again to meet more of our brokers. Under the banner ‘Thriving in Changing Times’, Bluestone held roadshows in Sydney, Melbourne and Brisbane in early February. At these events we will share some of our insights and those of other leading minds in the industry on how brokers can respond to changing market conditions to build strong, successful businesses. The last two years at Bluestone have been a journey of ongoing change and growth both for the company and for me personally as its head. I am extremely grateful for the support we have received from our brokers throughout this time, and can’t wait to share with you all what we have in store for you in 2020. AB www.brokernews.com.au
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