InfoTrack create alignment between staff and technology


InfoTrack is an information broker for the legal and property industries and provides a comprehensive range of searching services including property, corporate and personal searches that can be accessed online. Over the last 13 years, InfoTrack has steadily grown its client base to over 3,800, placing the company as a strong leader in the online search industry.

InfoTrack is committed to providing a service that best matches the needs of its clients. A transaction based business model ensures clients are only charged each time they order a search. There are no upfront or ongoing fees, which provides flexibility and better alignment with the clients own charging procedures.

To contribute to the improvement and development of its largest client base, the legal industry, InfoTrack seeks feedback through a number of avenues, such as direct customer feedback, online feedback forms and regular formal surveys where clients are invited to participate. InfoTrack recently held formal online surveys in September 2013 and in February 2014. The two surveys were analysed internally in great detail and led to a number of initiatives and improvements including the set up of a helpline with more staff members hired in the HelpDesk team. Support equipment such as computers and helpdesk monitoring software were also purchased. From here on the quality of service was regularly monitored and this also led to subsequent customer feedback surveys.

Stephen Wood, CEO of InfoTrack said when working in the technology industry, the human touch can sometimes be compromised, “At InfoTrack, we have always ensured that our technology and our staff work in total alignment so that a first-class service is delivered time and time again – without fail.”

Upon being recognised as an ABA100 Winner for Service Excellence in The Australian Business Awards 2014, Mr Wood said, “We are delighted and proud to have won the Service Excellence Award. Our clients really are at the heart of every single decision and action we make and this award certainly verifies that.”