Our customer service and systems extraordinaire

We’ve said it before and we’ll say it again: Released runs on fantastic people. We are so lucky to have an amazing team of business support professionals, and we do not underestimate the value of such quality human resource.

Bronwyn has been with Released for one and a half years, and is now a cornerstone in the dream team. She is a POD leader and specialises in ServiceM8, Xero, Fergus, Simpro and Buildaprice software systems. She also has a certificate in bookkeeping.

With fantastic customer service skills and an eye for detail and processes, she is a huge asset to us and also to our clients. Her dog Bella also brightens up the group chat on occasion!

We asked Bronwyn a few questions about what her days look like and what she does. Here’s what she had to say.

What might a typical day look like for you?

What’s your strength/specialty when it comes to Released’s operations?

“I’m someone who picks things up reasonably quickly. I am available to help train the team on new systems and processes which I think, and hope, takes some of the load off of Kellie and Raewyn.

I have an open virtual door and any member of Released can come to me for help or advice. They know that if a solution is needed, we will figure it out together. If it’s just a chat to offload, it’s confidential and again we can work through it together. And I know the same in return.

Having a team that feels supported and appreciated is key to our agency’s success. We support each other to ensure we all succeed, not only in our work life but our personal lives as well.

When I onboard new clients I ask questions that enable me to build up a comprehensive understanding of how the business currently operates. This helps me to identify opportunities for Released to offer additional services in the future as we build our relationship with that client.

Using this proactive approach, I am able to build the reputation of our agency by offering exemplary service and also looking for ways to work more efficiently together. One of my clients recently commented that he had learned more from me in our sessions than he had learned from his business advisor.

I am proud of what I do and this comes through in my work. I believe in excellence at all levels: for myself, for my team and for Released as a whole. This is why our clients are willing to refer us to their colleagues and friends creating additional opportunities for our business to grow.”

Moving to the client side—how does your work help Released clients to make their business better?

“I provide a timely response to their customers and a more personalised touch, rather than my clients trying to rush through enquiries while on the tools or in the evening. I am another set of eyes over their processes and keep them on time with tasks like invoicing to improve cash flow.

In 2021, a plumbing company came on board as one of our new clients. His business at that stage consisted of himself and one other full-time plumber. After six months of working with us, he had employed not one but two full-time plumbers and was consistently giving us 40 hours of work per month. This client has been with us now for over 12 months. His hours for us remain consistent and we have forged a great relationship. We have enabled this client to have growth in his business but also more down time and more focus.”

Client testimonial from JG Plumbing & Gas

“I have been with Released for almost 18 months, working with Bronwyn who is my VA. I have found her to be an asset to my company, she is very methodical, trustworthy and a cog in the overall engine running my business. My business would not have been able to expand without her skills, very easy going personality and exceptional customer service skills. All my clients say she is amazing to deal with. I would have no doubt to recommend Bronwyn or the Released crew to any company.” - Jonathan - JG Plumbing & Gas

What’s your top tip (as an administration expert) for a tradesperson starting their own business?

“Just as your customers employ you as an expert in your field, you need to ensure you employ the right person for the back of house tasks of your business. Staying in your lane and focusing on what you do best may cost a bit in the beginning, but it will save you money in the long run. Not everyone is cut out for admin.”

Finally, what’s your favourite part of working at Released?

“For me it's the flexibility and the comradery. We all have a common goal and we genuinely support each other to achieve success for the business, our clients, and each other.”

Take it from our team!

Here’s what other Released team members had to say about Bronwyn:

“Bronwyn is an amazing VA and POD Leader. She is always available to help out or troubleshoot, always putting the needs of her POD before her own. Nothing is an issue for Bronwyn, and even when she is not 100% familiar with a programme, she is available and willing to learn a bit about it so she can assist. She is a wizard! She multitasks like no-one I've ever known, always maintaining a positive and cheerful manner. “

“Bronwyn is always ready to help! If she does not know the answer she will go away and find it. She is very conscientious and has the customers best interests at heart. She picks up new systems very quickly. From a personal point of view, she is very easy to talk to, she can have a joke and always makes you feel like you are supported.”

Keep an eye on the blog for more team member profiles, and feel free to book a quick chat with Kellie if you’d like to find out more about how the team can help your business.