Salmat, Australia’s leading provider of customer communication solutions, implements R.Review to manage their annual salary review process.
Time to Update the Existing Review Process
Salmat employs over 5000 staff across multiple business divisions in Australia, New Zealand, Hong Kong, Philippines and the USA. In 2010, the organisation determined that they had outgrown their existing spreadsheet-based review process. According to Cheryl Christou, Remuneration Consultant, "We previously employed an Excel based process that worked well for some time. However, as the company expanded so did the number of staff records being addressed and therefore the number of approval complexities. Although our previous Excel based process was advanced to a level that allowed macro importing and exporting of data, basic letter configuration and other helpful features, it was quite simply insufficient and limiting in its functionality."
Choosing the Right Solution
Having identified a need to replace their existing approach, Salmat undertook an extensive evaluation process to try and find the best solution to meet their requirements and implementation deadline.
Salmat required salary review software sophisticated enough to deal with thousands of employees, multiple currency budgets, complex organisational structures and personalised letter content incorporating division and departmental letterhead. At the same time the solution needed to be simple and intuitive to use in order to minimise the requirement for training and change-management.
"We needed live information and the ability to instantly change or redistribute data as required. The Company is not going to halt making changes to employee data or reporting lines because we’re in the midst of a salary review. Employees change roles and working arrangements and we continue to appoint new staff. We needed a system that could accommodate these changes as they occurred. We also required better reporting capabilities, an improved letter generation process, improved transparency in recommendations and outcomes, and increased data security and integrity. Another key requirement was implementing a system that was intuitive and uncomplicated so users could be up and running from their very first login." Cheryl Christou, Remuneration Consultant.
Salmat evaluated a number of remuneration review solutions available in the market and selected R.Review. According to Geoffrey Court, Head of People and Culture, "We took our time making a decision. We needed a solution that addressed the areas that had become frustrating for managers involved in the process. Some of the reasons we selected R.Review over other offerings included Remesys absolute commitment to meeting our tight implementation deadline, their level of commitment to their customers, their understanding of the salary review process, their willingness to accommodate our processes rather than Salmat having to adapt to the product, and the simplicity of the system for managers recommending and approving salary increases."
From the outset, Remesys worked closely with Salmat’s P&C Team to implement a solution that delivered all of Salmat’s requirements, on time and within budget. R.Review was configured using Salmat’s terminology, workflows, calculations, metrics and reports.
According to Cheryl Christou, "Managers took to the system with ease, they were pleased that their previous feedback had been taken on board and appreciated that their main concerns and needs relating to the salary review process had been addressed. At all levels the feedback received was overwhelmingly positive."
The Level of Service
Remesys clients have at least one dedicated consultant throughout the review processes. This ensures that clients have direct access to expert advice and support whenever required. According to Cheryl Christou, "I encountered real customer service and incredibly helpful consultants. This has continued to be extended well and truly beyond the point of sale. I have been exceptionally impressed with the level of ongoing support and guidance provided by Remesys."
R.Review delivered several key benefits for Salmat including:
- Process transparency - managers visibility over their staff data from the beginning to the end of the salary review process improved, including visibility of recommendations made, email notifications, self serve reporting, status updates and approvals.
- Enhanced reporting using real-time data.
- Live updates to data with all budgets, guidelines and calculations updated without the need to re-distribute information to managers.
- Simplified payroll data outcomes.
- Automated letter generation including editable content, electronic signatures and individual letterhead for each business unit or office.
- Intuitive to use. Managers took to the system with ease, greatly reducing the amount of time required in training and change-management.
"Managers took to the system with ease, they were pleased that their previous feedback had been taken on board and appreciated that their main concerns and needs relating to the salary review process had been addressed. At all levels the feedback received was overwhelmingly positive."
Remuneration Consultant, Salmat
R.Review case study
"I encountered real customer service and incredibly helpful consultants. This has continued to be extended well and truly beyond the point of sale. I have been exceptionally impressed with the level of ongoing support and guidance provided by Remesys."
Remuneration Consultant, Salmat
Salmat is Australia’s leading provider of customer communication solutions. Through the strategic use of different communication mediums, including voice and non-voice channels, and other applied capabilities in the areas of online technology, demographic insight and detailed data management, Salmat engages consumers on behalf of their customers – individually, in small groups or on a mass scale.
INDUSTRY:Customer communications solutions
EMPLOYEES:R.Review is used for around 2000 employees
SOLUTION:R.Review is a wholly Australian owned and developed remuneration review software solution that met all of Salmat’s requirements on time and within budget.
- Process transparency
- Enhanced reporting
- Streamlined, transparent process
- Real-time reporting and tracking of budget versus spend
- Live updates to data with all budgets, guidelines and calculations updated
- Automated letter generation
- Virtually no-training required making roll-out and user acceptance easy.