After dealing with the stress and anxiety of the pandemic in 2020, didn’t we start 2021 with such high hopes! It was supposed to be the year we suppressed the virus and got back to our regular lives. However, for many people, 2021 turned out to be even more challenging than the previous year.
Over the last two years, WBP Group has dealt with a variety of complex issues that have challenged our entire business. But fortunately, the state governments considered the valuation industry an essential service, so we have remained open. Given the number of businesses that had to close, we have not taken it for granted.
The entire WBP Group team have risen to meet the challenge of the pandemic head-on, and CEO Brendan Smith has nothing but praise, saying, “despite numerous obstacles, WBP staff have all consistently shown exceptional teamwork, passion, dedication and enthusiasm. As a company, I know we’d be nothing without such a wonderful team who are so dedicated and motivated.”
While the last two years have been tough, we still achieved several key milestones. One of the most important was ISO 27001 certification, an accreditation that deals with how companies manage data security. As the threat of cybercrime continues to grow exponentially, this certification will ensure that when your order a valuation, you can do so with the knowledge that WBP Group will protect your personal information.
In 2004, WBP Group was the first valuation firm in Australia to introduce a proprietary wireless technology, which enabled our valuers to complete a property inspection with a tablet computer instead of pen and paper. It was revolutionary!
Because technology remains at the core of everything we do, WBP Group has partnered with Salesforce, the world’s largest digital CRM provider. And over the last two years, our IT team has been working diligently to integrate their cloud-based IT platform into our business.
The Salesforce platform will allow WBP Group to more rapidly adjust resources to meet the fluctuating and unpredictable demands of the valuation industry. It will also improve our ability to innovate as we strive to improve the speed and quality of each valuation report.
Over the last two years, the speed to market on a number of key initiatives has demonstrated just how valuable Salesforce is. In particular, when it became apparent the pandemic would make property inspections difficult, this new platform allowed us to develop an integrated virtual valuation solution. This virtual solution has helped keep our valuers and customers safe throughout the pandemic.
Another key milestone was the introduction of a customer feedback survey which has meant WBP Group can obtain real-time feedback on the service provided by our valuers. While we have always prided ourselves on our customer service, we were pleasantly surprised by just how positive the feedback was. When we asked our customers to score their experience with WBP Group out of 10, we averaged 9.3 throughout 2021. And this was from a response rate of 15%, a rate well above the norm.