Aussie Broadband + Fat Zebra
Photo by Designnn.co on Unsplash
Known for their outstanding customer experiences and reliable, local support - Aussie Broadband recognise the importance of getting every part of the customer journey right. Having a seamless payments solution for customers that is always available, regardless of bank outages, is an integral part of the experience.
Aussie Broadband have always been proud to do things differently. Publicly owned and Australian from the ground up, they’ve been in business since 2008. Australian owned and operated, Aussie are continuing to invest in local jobs for the mutual benefit of their staff and customers.
As well as offering great support and easy customer experiences, Aussie Broadband also put innovative tech at their customers’ fingertips – with all the online tools and information that today’s broadband could need, including daily graphs tracking how the network is operating in each area and transparent, proactive communications about outages. Tech support is only ever a call away with local technical expertise and assistance available from 8am to midnight AEDT.
“We’ve built a reputation for providing high-quality internet and transparent customer service. We trust our staff to use our values (don’t be ordinary, be awesome; think big; no bullshit; be good to people; and have fun) in their interactions with customers, rather than use scripts. We’ve consistently shown that we can change the telco game in Australia.” Aussie Broadband co-founder and Managing Director, Phillip Britt
Customers are clearly embracing Aussie Broadband. In September 2020, Aussie Broadband connected its 300,000th customer; a 100,000 net gain in just over 5 months. The telco has also recently listed on the Australia Securities Exchange (ASX). With so much momentum, it’s crucial their payments solution can not only keep up with demand - but also enable further growth and scale. An always evolving business, it’s important the solution is flexible for Aussie Broadband to be able to add or remove payments technologies as required.
In early 2020, Aussie Broadband put out a request for tender across the payments industry - seeking a reliable, secure and expandable payments platform. In line with everything Aussie Broadband offers to their customers, their requirements for the solution were primarily about transparency, ease and simplicity, and having great support nearby;
1. Transparent and regular costs, no set-up fees
2. Straight-forward and one time integration effort
3. Local support
After a series of discussions we agreed the technology and functionality in our payments solution ticks all of the boxes, but importantly – our two businesses are aligned from a values perspective with an honest and straight-shooting, open line of communication. The team at Fat Zebra worked with Aussie Broadband to thoroughly understand all requirements and scope the existing payments infrastructure. These conversations uncovered several ways our payments technology complements and enhances their existing setup, while making sure any future features can be readily implemented when required.
“Fat Zebra has helped us streamline our processes so that we can manage our money better and more efficiently. They provide new technologies which has made payment reconciliation easier, with all the info we need, in real-time,” Phil said.
Given the nature of Broadband plans, most of Aussie Broadband’s customers have a recurring bill. Payment details are captured, encrypted and stored securely with our fraud management tools.
Having access to various networks provides choice in how the transactions are processed also.
“We’ve been using Least cost routing (LCR) via the eftpos network for over 5 months now. LCR ensures that transactions are automatically processed through the network with the cheapest cost,” Phil said.
A single integration provides all the infrastructure needed to support the current volume and continued growth of Aussie Broadband. Fat Zebra is fully compatible with all the banking and technology partners Aussie Broadband are working with, removing any need for further upgrades. The integration process was straightforward and completed within a couple of weeks, and the process to migrate across was simple, with dedicated account management at hand to support with any queries.
“We are proud to partner with a Australian-owned company that is committed to providing good tech support. Feedback from our team indicates that Fat Zebra have a user-friendly interface, which makes it easy to run reports. They are always quick to respond to emails and ready to help with any issues when needed,” Phil said.
As both of our companies continue to grow, it’s great to see this collaboration in place with so much opportunity for the future. Find out how Fat Zebra can support your business.