CrossPoint Connect Newsletter – Q3

CEO’s Message

The financial year end is upon us and as always proves to be our busiest and most demanding quarter particularly for our government and enterprise clients. As we continue to drive sales and delivery to close off the quarter, I urge everyone to enable our sales and service delivery team to close open opportunities before the financial year end and very importantly ensure all billing is both accurate and timely.

As a business we have ambitions plan for growth both organically and through acquisition. A strong financial year end will not only propel our expansion plans but will give both our clients and team an opportunity to grow. Let’s rally together and do our best to close out a strong quarter and end the 2020 Financial Year on a high.

Also, as a quick update on the announced acquisition, we are aiming to complete the transaction by June 30th and soon after that we will begin the integration process including bringing our teams together, rolling out our communications plan to stakeholders and integrating our processes.

We have learned a lot from previous acquisitions and integrations, we have more consolidated tools and processes, we have better defined organisational structure and we have a long-term plan.

Soon we will see a lot of new people join the organisation and I would like everyone to welcome them as part of the CrossPoint family. Let’s make sure they feel involved and an integral part of who we are and where we are going. These is no simple tool for this, but continuous communication, open collaboration, information sharing and active participation. We are after all One Team.

On the COVID-19 front, we are starting to see more countries accelerating their vaccine programs and opening their economies, this is a very positive development, however we know this will take time. The best way we have out of this pandemic is via global vaccination programs.

I encourage everyone to inform themselves with official advice and avoid miss information. Ultimately the virus will run its course through the community and vaccines provide a high level of protection and a far better chance for our bodies to fight the disease.

Lastly, I would like to recognise the efforts of our greater team in living the CrossPoint values. Our newsletter is full of examples of our team adopting a Can-Do Attitude, working as One Team and driving growth through learning. Thank you to everyone for your commitment, ingenuity and dedication to our clients. We’ve said it before but let me remind everyone, our team and our clients are our greatest assets.

Stay safe and stay connected
CEO – Carlos Palacio  

INTERNATIONAL UPDATE

NEW AND GROWING CLIENTS

SERVICE DELIVERY UPDATE

Our Service Delivery Team continues to drive our business forward, juggling multiple new projects, increasing client demands, kicking off new initiatives including and not limited to the adoption of new processes that generate greater business intelligence which will lead to better management of resource gaps. We hear you, and we understand we need greater engineering resources, we are actively driving recruitment of existing open roles per the on-board of new people to the team in Cameron, Solomon, Mitchell and Vin in recent times with more on the way.

We would like to express our thanks and gratitude to the greater Service Delivery team for their commitment and resilience over the past few months. It hasn’t always been easy but we have pushed forward as one team, support each other and delivering on client expectations.

We would like to recognise our team and the following projects successfully delivered.

Congratulations to Paul Carnemolla and Adrian Simpson, the team involved in completing the recent ICT review for ARRCS, not only were ARRCS eager to undertake the recommendations from the review but our sales team were also able to close off a SD-WAN managed service agreement due to the great work delivered via our ICT review team. Special mention to Rob, Allan and Mike for their diligent efforts in replacing the Katherine Nurse-call service and thank you to Jayson, Earl, Alisher and Eric for their work with ARRCS Crisis Communication ACD/IVR. Our clients continue to grow with us due to the time and effort our team invest into growing the relationship, thanks again team.

We take our hats off to Mal, Alex and Fergus who have worked tirelessly on the recent Meraki and UC rollout for the NSW Department of Planning, Industry and Environment. This HUGE project has taken over 900 hours to deploy and due to the efforts of our team we have been able to close this off in May on time and on budget. Mark Booth, Senior Project Manager at NSW DPIE commented “Mike your team were excellent, Damien and Fergus dealt with whatever needed to be managed and it was seamless”. Great work guys! A shout out to Ferg who displayed an amazing can-do attitude when all odds were against him trying to make his way to the client location. Based in Moree, Ferg was required to visit the client’s site at xxxxx. Unfortunately, Moree ran out of hire cars, Hertz had organized an alternative car but that car hit a Kangaroo (only in Australia). Ferg was then required to hitch a ride with an electrician to the closest town, take a bumpy and long 6 hours bus ride to Ballina and hire a car from Ballina to make his way to Casino. End result was outcomes met and delighted customers. Thanks again Ferg for going above and beyond and getting the job done. Great work!

Thank you to Mal, Allan, Fergus, Troy and Alex who were recently involved in a challenging site at Hillston for Local Land Services which required our team to act proactively and show agility to deliver the customer solution on such short notice.

Andy McKinnon – Regional Co-ordinator – Local Land Servicesremarked  “huge thanks should go to Allcom and their I.T partners in Griffith for immobilising and finding a solution as quick as they did” and “the reality is this issue was resolved faster than anticipated especially considering how much notification we had about the office relocation”. Great job!

Our client Ferag are singing Derek’s praise for the great work he delivered recently involving a security issue within the organisations emails. Phil Batty – Managing Director – Ferag had a hunch his email had been compromised on making our team aware of the situation, Derek took all the best practice steps to remove forwarding rules, password reset, recommendation of multi factor authentication to ensure Phil felt safe which compelled him mention how good Derek was in dealing with the issue.

Service Delivery Team – CrossPoint Values

Can Do Attitude – Ken Davies

Ken joined CrossPoint in December 2020 in the role of Field engineer for Centuria . Not only has Ken delivered a platinum standard of support for Centuria but he has successfully managed a high pressure role while juggling support tickets, cyber-security alerts, urgent walk-ups from Senior C-suite staff, Microsoft Intune and Laptop rollout projects as well as Audio Visual Maintenance and Teams Rooms trouble shooting. Keep up the great work Ken!

One-Team – Kath Perez and Kit Claparols

Kath and Kit (aka Kit Kat) have done a tremendous job improving Service Desk operations. Kath not only goes out of her way to empower her colleagues and support her clients but has really brought the team together as one. Thank you, Kath. You’re an inspirational leader and we are very pleased to have you on our team. One of our newer recruits Kit , has hit the ground running. Since starting his role in March Kit has shown great leadership skills and is now driving the strategic global service desk initiative. In addition Kit is kicking off a training plan to upskill our Service Desk team and helping CrossPoint adopt new technologies such as CloudCheckr and AWS/Azure.

Keep Learning – Dan Hampson & Tom Dwyer

Congratulations to Dan and Tom who have work tirelessly on the best practice for our one team SDM framework. Tom and Dan have done an excellent job and demonstrated great ownership and willingness in completing this initiative to improve our Service Delivery Management practice.

Our Networking Team have been under the pump with numerous projects delivered over the past few months, particularly for our client Legal Aid, including a WAN Migration to Vocus, a Crime Division migration from the Justice department and Law Access (Parramatta onto Legal Aid Network). A big thank you to Amila, Allan, Peter, Lloyd and Mazen for your hard work in delivering our network solutions.

We are pleased to announce CrossPoint has now migrated to Datto RMM (remote Monitoring and Management) platform which will enable us to improve efficiency in managing our client systems infrastructure. Well done to the Managed Services Team and Jedric for driving this project forward and going above and beyond their normal BAU works to get this solution enabled for our business.

Special mention to Dan Fisher who has driven our resource management function through tracking formal resource requests through Autotask. Dan, will track the reason why we were or were not able to fulfil a request and use this business information to better manage resources moving forward if he is approached directly.

Our Service Delivery team continue to adopt the Keep Learning value and have proactively engaged in a number of recent training opportunities which are key to ramping up our ability to deliver in the areas of collaboration, cloud and network and security.

Congratulations to Alisher, Macy, Rob and JT who recently were AWS trained and certified.

Congratulations to Earl and Jayson who have recently completed MS Teams Administrator training.

We look forward to continuing to develop our SD team’s skill set and undertaking more training opportunities in the near future.

COMPANY EVENTS

Although many of our colleagues are still in lockdown CrossPoint is eager to ensure our teams connected and collaborative across departments and locations. In recent months we have been pleased to bring our teams together both in person and remotely to host the following events:

Sydney Sales Team Cook Up!

You might say there were too many cooks in the kitchen, but that wasn’t the case for our energetic Sales Team. After closing a HUGE third quarter, CrossPoint were pleased to bring the Sydney Sales Team together for their first in-person event for 2021 to celebrate their hard work and outstanding achievement at the Sydney Cooking School Team Building event. Our team put their cooking skills to the test and whipped up a delicious 3 course meal. Thank you to Wayne Simmonds for organizing a fun and engaging event and special mention should go to Elizabeth Green who missed her calling of cooking teacher.

International Women’s Day

Empowering women in IT is very important to CrossPoint and we always relish in the opportunity to celebrate the Women at CrossPoint on International Women’s Day. In March our team celebrated IWD focused on the theme of #ChooseToChallenge. The women of CrossPoint joined a virtual lunch and connected with colleagues in Manila, Singapore and Australia. Fun and games were had on the day as well as establishing a charitable focus which will collectively be driven by the women in CrossPoint. Watch this space for more information around our Women’s Charity Initiative.

Purple Day – Sydney

At CrossPoint, we love supporting a good cause, especially one that helps our existing clients. In March our Sydney team celebrated Purple Day – a global initiative dedicated to raising epilepsy awareness.
Thanks to our Sydney team who braved the rain and horrible conditions to come together to raise much needed funds for Epilepsy Action Australia. We celebrated #PurpleDay with a purple themed morning tea including lots of purple goodies, a competition for best purple outfit (congratulations Jonathan Trott) and purple trivia. Our team were also able to relax with a 10-minute massage from our friends.
 
A fun morning was had by all and special thanks to those who donated to this great cause, in total we raised $980.00 for Epilepsy Action Australia. Big thanks to Milla and Jasmin for organizing a standout event. 

H.R UPDATE

Can-Do Awards

Congratulations to our first Can-Do Award Winner Kath Perez.  On behalf of the Leadership Team and The CrossPoint Group, we would like to congratulate Kath Perez, our Service Desk Team Leader and first recipient of the CrossPoint Can-Do-Award.

Kath has been recognized by her colleagues as a true champion of the CrossPoint values. Kath goes out of her way to empower her colleagues and support her clients. Kath leads with integrity and takes ownership of tasks within and outside of her daily responsibilities. We commend Kath’s dedication to self-improvement and appreciate her commitment to our business and her own personal growth. 
 
Congratulations from the entire team and we hope you enjoy the goodie bag we are sending your way. 

CrossPoint Team Performance Management

HR Team, together with Paul Dunstan, have been working tirelessly on developing a performance evaluation tool using Power Apps that can assist our teams and management track and drive each role. We are excited to soon launch Performance Check-Ins, a tool that gives our team the opportunity to define and align expectations on the existing roles, evaluate performance, discuss career goals, build and grow job descriptions/KPI’s and build learning and develop a plan for our employees. We look forward to launching our Performance Check-Ins very soon.

Recruitment

As we continue to grow our business and expand the services we deliver to clients and secure new clients we are proactively recruiting roles within the business. Currently we have 8 active roles open which can be seen via the careers page on our website – https://crosspoint-telecom.com/au/careers/.

We are eager to place the right people, in the right roles and are now driving recruitment through an assortment of channels including LinkedIn, Social Media and localized recruitment platforms, the best candidates however often come from referrals. We’re asking everyone to review our open roles and if you know someone who could fit any of those roles, please reach out to your line Manager and/or HR and make an introduction. CrossPoint gives a Thank-You-reward to an employee for every successful referral. If you want to know more about this, feel free to reach out to HR.

Milestones In Service

Congratulations to JP Esguerra, Cherry Quijano, Neilwin Sy and Ryan Bumagat in who celebrated his 5th work anniversary with CrossPoint in April. We appreciate your hard work and commitment and to extend our gratitude JP received a delicious box of goodies delivered to his home residence.

NPS Survey Results

Recently CrossPoint requested our clients undertake an NPS (Net Promoter Score) Survey to gather important feedback on our performance and service delivery. We want to understand what clients think of our organisations and identify any opportunities to improve.
Our goal for this initiative was a client response rate of 20% and an NPS number between 20-30. 
 
Our NPS Survey was distributed to 184 clients across our business both in Australia and Overseas. We are extremely pleased to see 67 clients submitted a response, resulting in a 35% response rate. Thank you to our team for communicating with our clients the importance of this initiative and driving engaging feedback for our business. We received fantastic comments regarding our team, solutions and support and we have you our team to thank.

Our overall NPS Score is 42 which is incredible. Our NPS Ranking is considered high and matches some of the largest successful businesses across the world. Furthermore, our initiative has raised $1000.00 to go to OzHarvest our preferred local charity. As promised, we are putting together the finishing touches on our team Escape Room event and look forward to celebrating our great results soon.

ARN – Women in ICT Awards 2021

Local Australia publication ARN  (https://www.arnnet.com.au/) an IT industry news platform showcasing news, views and analysis across the channel, business and technology runs the annually ARN – Women in ICT Awards.

The Women in ICT Awards has celebrated gender diversity and recognised female excellence across the Australian tech channel since first launching Women in ICT Awards in 2012, acknowledging the achievements of a talented group of female front runners who have become influential figures across the local industry. This year CrossPoint and Allcom nominated some of our own stand out women and we are immensely proud to share two of our colleagues have now been selected as finalists for the ARN Women in ICT Awards – 2021.

Congratulations to our Jasmin Eid for being nominated as a finalist for the ARN – Women in ICT– Rising Star! And Catie Gould for being nominated as a finalist for the ARN – Women in ICT– Shining Star. Your commitment to our clients and business is admirable and you continually showcase the CrossPoint values in your role.

ARN received record breaking nomination numbers with over 340 nominations spanning across partners, telco vendors and distributors. This further highlights the momentous achievement for Jasmin and Catie in making it to the finalist category. Award winners will be announced at a celebratory lunch on the 23rd of July. Join us in congratulating Jasmin and Catie and we wish you all the best at the awards lunch.