A major player in the Australian precious metals field, Pallion Group has been going through a sustained period of growth.
While it would be easy to point to their technological leadership and sustainability credentials as reasons for that growth, they do not bring success by themselves.
To the Director of Pallion and Managing Director of ABC Refinery Phillip Cochineas, an ongoing commitment to customer service is also essential. Every piece of feedback is taken seriously and as a result, he still sees opportunity across all the group’s subsidiaries.
“Serving our clients is ultimately what we’re about and we are constantly working to improve the way we do so. More importantly, we are moving in the right direction across the group…”
- Phillip Cochineas, Director of Pallion & Managing Director of ABC Refinery
ABC Refinery
ABC Refinery could in many ways be considered the heart of the Pallion Group. It serves primary industry suppliers as well as other Pallion Group subsidiaries, turning ‘raw’ materials into bullion and coins as well as metals for further fabrication.
While ABC Refinery is proud of their ability to deliver, a planned doubling of its melting will further improve turnaround times for their customers. Just as important, maintaining its accreditation with key bodies including the London Bullion Market Association (LBMA), Shanghai Gold Exchange (SGE) and CME Group (COMEX) reassures their customers that the products they receive comply with the highest trading standards.
ABC Bullion
While many investors buy and sell their precious metals through the ABC Bullion website, opening the Global Flagship store in Sydney in early 2023 made it much easier for those wanting to deal with the physical metals in-person.
Those customers have spoken again. As a result, the Flagship will expand its trading hours leading up to the Diwali and Holiday period, including opening on Saturdays.
As a further service to customers, ABC Bullion has always offered complimentary and secure transfer of metals bought to sister Pallion Group company Custodian Vaults. However, this service soon created an issue of its own.
Custodian Vaults
Custodian Vaults is the Pallion Group subsidiary offering storage for not only bullion, but for clients’ documents, data drives, jewellery and other valuables.
Phillip Cochineas explains that on top of the complimentary transfers, what makes these vaults so popular is their top-level security, discreet viewing areas, additional services like independent auditing and the fact that they are privately owned.
That popularity meant that safety deposit boxes in both Custodian Vaults’ Sydney and Perth locations were soon at capacity.
So as not to disappoint new clients, the group has now significantly expanded capacity at both sites, while maintaining the premium levels of security and service existing storage box holders have come to expect.
Palloys
Having clients across the Australian and New Zealand jewellery trade means customer service is critical to this side of the Pallion Group. Phillip Cochineas explains the Palloys team have been extremely busy improving this area:
“The team have really listened to the feedback in order to improve and better service their clients. More importantly, they have invested heavily in systems, training and people as a result.”
- Phillip Cochineas, Director of Pallion & Managing Director of ABC Refinery
Palloys have taken a service design approach to creating better customer experiences. This means researching and mapping out how best to make end-to-end engagement more seamless, more satisfying.
The resulting changes start with a range of optimised processes for increased efficiencies. Technological changes also feature – from easier-to-use websites for both the jewellery and industrial arms, to automation, artificial intelligence and data analytics. Furthermore, there has been significant investment in training the team to improve skills, knowledge, and customer service capabilities. There is also a refreshed quality control function with more regular audits and assessments, improved benchmarking as well as making customers aware they are using environmentally sustainable, 100% Australian gold with Responsible Jewellery Council (RJC) accreditation.
A creative industry relies heavily on strong connections, so the team has been strengthened too, now with a national manager as well as sales and service offices in NSW, VIC, WA and QLD.
W.J. Sanders
The Pallion Group master gold and silversmiths – W.J. Sanders – are expert in creating and restoring bespoke pieces that will be remembered for generations. And while many would love to own something with that level of craftmanship, they often do not know where to start.
Listening to their customers has led the team to re-launch their silverware range of barware, homeware and personal pieces. Handcrafted to the very finest W.J. Sanders standards, the range makes it easy for someone to start their own legacy.
The Pallion Group is proud of its approach to customer service. Maintaining the highest standards is the goal, and Phillip Cochineas firmly believes the group is already on the right path.
