Network gets smart to manage daily chaos

Dateline: 01.06.2010
Author: Alan Hardcastle

Setting ever higher standards for its restoration services supplier members, the Network Group management team has emphasised that in order to manage growth in what is often a chaotic world ‘getting smart’ is imperative.

Network positions itself as ‘the leading insurance claims service provider network across Australia’.

Get Smart was Network’s 2010 conference theme. The event, which was held at the Swiss Grand Hotel (Sydney) late May, involved a fast-paced two days of presentations that covered both internal Group developments as well as external business opportunities.

Delegates included Network Restorer and Network Glazier suppliers; overseas technical specialists including Frank Pedeflous from Omegasonics and Aaron Groseclose from Masterblend; and a raft of ‘supporters’ including executives from Novoss, CPK Training, IICRC, and Bennett Direct.

Network director Duncan Bennett set the conference tone in his welcoming address when he stated, “we live in volatile times and if we don’t move with the times we will be left behind.” He emphasised, “it’s important we must get smart.”

Fellow director Ashley Easterby expanded on the theme by pointing out that Networks’ suppliers operate in an industry where they have “to deal with chaos every day. This conference is to get you thinking about your business.”

Importantly, Easterby emphasised that Network “is judged on every job you do!”

NetworkAssist the operational heart

And those numbers of jobs are growing exponentially. This was Network’s seventh annual conference. Novoss’s Aaron Nicol, IT architect of NetworkAssist, observed that in 2006 Network had a staff of six and had a claim volume of some 5,400 in that one year. In March 2010 Network, still with six staff, handled about 5,800 claims in that single month. In the 12 months up until March 2010 Network had 2100 active users and 24,000 claims in NetworkAssist. Presently, there are 70,000 claims under management.

Nicol signalled a number of initiatives including the addition of Fusion and Electrical Motor Burnout service providers joining up; more features and benefits for NetworkAssist; and the imminent release of JobManager.

“We are also in discussions with potential North American partners that would see our best practice system on the global stage,” he enthused.

As part of Network’s constant improvement ethos, the Group’s suppliers will receive identity cards that will carry all vital information including photograph, name, company and credentials/qualifications.

“The ID cards will give insured customers confidence in dealing with Network suppliers’ technicians,” explained Mark Brittain, Network Group operations manager. He pointed out that the ID cards will be part of the Group’s compliance requirements.

Brittain also stressed Network Restorers’ training and qualification requirements. “From 1st July this year, suppliers must ensure that on their sites at least one technician must be qualified in IICRC WRT, CCT and RRT.

“We need to continue to evolve and grow. We need to meet customers’ expectations,” he stated.

Network has developed partnerships in order that its suppliers are even better equipped to meet marketplace demands. They include low cost training through CPK Training; and access to keenly priced equipment, chemicals and ancillary lines from Bennett Direct.

Valuable tech knowledge

The conference content included valuable technical knowledge presentations, notably by visiting execs Industrial Drying Equipment’s John Desmond; Omegasonics’ Frank Pedeflous and MasterBlend’s Aaron Groseclose. Desmond discussed large dessicant dehumidifier technology and the opportunities it can bring to restoration firms; Pedeflous talked about the latest developments in ultrasonics technology; while Groseclose enlightened delegates on the happy returns that rug cleaning can deliver.

One of the best presentations was delivered by group member Colin Powell of NSW north coast-based Duncans Carpet Cleaning and East Coast Restorations. His fascinating dissertation on how his company discovered and then embraced ultrasonic cleaning technology had delegates enthralled.

A testimonial to the effectiveness of the Network ‘system’ when placed under enormous pressure of the Melbourne hail storm was delivered by Nicole Arrowsmith of AAA Glass, Tullamarine (VIC). To hear a minute by minute, hour by hour, recapitulation on how this glazier was able to meet its commitments to insurance companies and their customers was particularly well received and appreciated by the group’s management team.

To check out the Network photo gallery, go to www.picasaweb.google.com/incleanmag

www.networkrestorers.com

Network gets smart to manage daily chaos