Australian Restoration and Construction

Australian Restoration and Construction has been selected as an ABA100® Winner for Business Excellence in The Australian Business Awards 2020. The Australian Business Award for Business Excellence [BXA] recognises organisations that have achieved outstanding results through initiatives that demonstrate excellence in business management.

Australian Restoration & Construction (ARC) is a medium sized construction company specializing in insurance building. Currently, the company employs staff members across six states, and engages with over 600 sub-contractors. ARC embraces its roots as a family business, servicing the needs of the insurance industry, public and private sector along Australia’s East Coast, Tasmania and South Australia with honesty and integrity.

Australian Restoration and Construction holds a flat structure, based around two directors; Jordan Powell and Ben McArthur. This structure allows a consistent approach across all six states of operation, facilitating flat-line reporting within the business. This further allows clients unparalleled flexibility when engaging the organisation. Employees hold a vested interest in the company with profit share incentivizing all to deliver high quality work, and transparency promoted across the board. ARC boasts a 95% staff retention rate, and a high sub-contractor retention rate due to its strong relationships. ARC directors, in partnership with software specialists; designed a custom-built internal project management system, incorporating customer service tracking and reporting, within the company’s first year of operation. Although constantly undergoing improvements, this foundation of strong systems and processes has been pivotal to sustain the positive and rapid growth that ARC has enjoyed. The ARC point of difference is its people. Face to face contact and client engagement is ARC’s specialty, and the company ensures client follow-up within 24-hours, with regular status reports for all parties. Consistency is important to ARC: whether a backyard deck or a million-dollar high-rise, all clients are valued like family and ARC strives to deliver to the best possible standards at all times. Australian Restoration and Construction’s capability is underpinned by several key attributes including a stable management structure with vested employees ensuring high quality outcomes, consistency and reliability in values, approach and delivery. This ensures all clients receive the highest standards as the company has a strong financial base ensuring no limits in operations and possibility for extensive growth.

Australian Restoration & Construction has a family company culture that promotes decision making, collaborative customer service, honesty and integrity. Quality and positive customer experience are vital to the values that underpin ARC. Holding experience in the construction industry of over 40 years collectively, ARC directors understand that customer service and a personal touch are often overlooked. ARC directors saw an opportunity to develop a business with customer satisfaction rather than profit margin as its core interest, with an understanding that profit would come with happy clientele. The ARC team are in constant contact with both the client and the end-client (insurer) to ensure they are abreast of job status and next steps. This is a unique service offering within the industry. Going above and beyond contractual obligations has become standard for ARC, with the knowledge that all parties are more satisfied. ARC prides itself on a 24-hour follow-up rate ensuring that jobs are commenced and completed on time and with high quality outcomes. Australian Restoration and Construction’s growth can be largely attributed to it’s excellent customer service.

Customer service Key Performance Indicators (KPIs) are assigned each financial year allow progress benchmarking. ARC’s unique customer service approach to insurance repair follows a strict protocol. 40% of Director time is allocated to end-client (insurer) satisfaction and engaging with the market to continuously improve service levels. ARC administration staff dedicate 65% of their time is allocated to customer service. This includes cold call check ins, generating reports, initial contact and follow-up with client queries. Team leaders appoint 50% of their time for client and end client engagement, with their personal mobile numbers supplied as a key point of contact. Carpenters and sub-contractors engaged by ARC understand that customer service is paramount to the company. Constant training and planning means that success in positive customer service can be enjoyed due to a strong workforce.

ARC’s people are its power, and it is the defining mark of this company in an extremely competitive marketplace. Staff enjoy working for the company and are generously compensated for their hard work. This positive feedback loop ensures that high quality service and outcomes are generated for clients. Ultimately, the company’s rapid growth is the clearest outcome of success in service delivery. As a result of both the company’s exponential growth and the increase in catastrophic events, the need for a reliable and customer focused builder to service the insurance industry is crucial. In a climate where some in the building industry are experiencing difficulty, ARC’s positive reputation sees positive growth. The Australian Restoration and Construction team, across all levels are proud of their growth and success yet remain true to their roots and promise quality over quantity in all climates of change. From the most minor decking replacement, to a complete rebuild of a commercial building worth millions of dollars, the ARC team value positive outcomes for insurers and end clients – reputation at all costs.

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