Client Service Index

We measure your satisfaction in our services so we can continually make improvements.

Our CSI is an integral part of our formal quality management system. It is a way of measuring our client's satisfaction and a way of obtaining feedback, so we can take action and continually improve service levels.

We systematically survey clients and we publish our results. These results also form part of our internal rewards and recognition programs. A perfect score of 1.0 is what motivates us and is our number one priority. For example a score of 0.85 means we still have room for improvement of 15%.

We believe that we are simple and easy to work with... we know this because our client service index (CSI) tells us so.

How we work

We focus on one simple goal

To make back-office functions great and more cost effective, so clients can focus on their customers.

When working with BTO you can expect to see

Corporate governance practices will become routine in your business. Your people will embrace a framework or rules, relationships, processes and systems that are embedded across your business. These mechanisms will encourage your business to maximise its full potential.

People will share a passion for excellence. People need ideals that gives meaning to their actions. Your staff will understand how their role and tasks contributes to the overall purpose and strategy of your business.

Processes that will support your customers and your business better. Processes will support the activities of your staff. Your people, processes and systems are inextricably linked and processes will become mutually reinforcing.

Systems will be designed to meet ALL your requirements. Your business systems will be designed to work coherently they will be sustainable, efficient and resilient.

Our Approach

This is how we approach each new client.

1. We establish if outsourcing is the right answer for you
2. We listen to you, determine your needs and help you identify objectives
3. We do our homework and invest time in getting to know your business
4. We offer independent, objective and commercial business advice
5. We communicate openly and honestly
6. We are responsive and make ourselves available
7. We guarantee confidentiality
8. We document and formalise our engagement
9. We deliver on commitments and look to exceed your expectations
10. We seek long-term, enduring and mutually beneficial relationships

Why BTO

We deliver fast, successful and enduring business transformations.

Our approach makes a world of difference. Because BTO seeks deep, day-in, day-out, long-term relationship with its clients we are able to dedicate ourselves to the continual improvement of your business.

Our proven methodologies and tools future-proof your business.

By taking a holistic approach to the services we provide our results are more comprehensive and complete. BTO understands the functions of a Board and the role and responsibilities of Directors. Essentially, we help a board discharge its role more effectively. Most professional services firms are engaged for one-off assignments or to meet compliance obligations. Compliance is an obligation, but the relationship with BTO becomes a partnership for performance.

Now you understand our approach and the kinds of results we produce please read through our range of outsourcing and advisory services.