Client service is changing and has been redefined over recent months. As the Coronavirus has forced people and firms to move into a digital-only environment, the human touch has remained central to Centaur’s client experience.
Karen Malone and Des Johnson, Partners of Centaur Fund Services, outlines Centaur’s recently launched PACT commitment to its clients and discusses how client service remains the biggest differentiator for fund administrators.
Des says, “Centaur works hard to build a client-first culture throughout the firm. Our relationships with our clients are central to our success and we are proud to say that we have not lost a client since our inception.”
Karen adds, “We are strong advocates of diversity in the workplace which fosters innovation. Our clients are a fundamental part of this mix – We find that working side-by-side with clients fuels some of our best thinking and guides us in our service offering. We listen, think and improve, which brings innovation and success to the firm.”
As the world is becoming ever more digital, Centaur understands the importance of personal, human interactions. This is reflected in Centaur’s PACT promise which outlines Centaur’s commitment to providing excellent client service by being accessible, earning trust and delivering outstanding service every time. Four core commitments underpin Centaurs service approach:
P – our People, A – Accountability, C – Client focus, T – Technology
- On People, Karen says “Centaur’s experience and continuity of staff apply throughout the firm. We focus on hiring innovative and ambitious people and are strong advocates for diversity and flexibility in the workplace. We place enormous value on employee training to ensure each member of the Centaur team reaches their full potential.”
- On Accountability, Karen comments “At Centaur we believe in being accountable. That is why we sign up to detailed deliverables in all our legally binding administration agreements and agree comprehensive Service Level Agreements with our clients. Centaur also takes an active role in areas such as valuation committee meetings and board meeting preparation.”
- On Client Focus, Des says “A complete understanding of each client’s specific needs underpins Centaur’s business. Dedicated teams work directly with clients. No call centers, no automated voices, no changes in coverage. It’s why we’ve had 100% client retention since inception.”
- On Technology, Des elaborates, “Centaur is committed to utilising the best technology to service our business. We have invested heavily in our technology platform which delivers open, transparent, customisable reporting to fund stakeholders. We know that leading-edge technology is critical in helping us deliver our services to clients and we constantly endeavor to utilise the best technology to service our clients.”
Karen concludes, “There is no doubt that cost and product diversification are important considerations when choosing a fund administrator. However, I believe that Client Service remains the biggest differentiator for our industry.”