Case Study: The Power of Personal Connections

In the competitive landscape of modern banking, where advancements in tech often take centre stage, few banks can demonstrate the enduring value of personal relationships in business growth. Chris Bayliss, the CEO of Judo Bank, shares invaluable insights into how the institution grew from a mere idea into Australia’s most successful challenger bank in under eight years, and it’s all about putting relationships first.

Know Your Audience:

Any business that treats you as just another number will never truly gain a deep understanding of its audience. By acknowledging that every business is distinct, with its challenges and aspirations and building solid relationships, you can effectively address each customer’s individual requirements.

“Judo was conceived as an idea nearly eight years ago because we believed that there was a market failure in the way that banks were servicing small to medium-sized businesses. We knew that Australian SMEs deserved more. Every business is unique, with a unique team driving it. That’s why we’re bringing back relationship banking, to ensure we can service the unique needs of our customers.” 

Chris Bayliss, CEO of Judo Bank

Invest in Connection:

Establishing meaningful connections with customers goes beyond basic business transactions—it’s about forming genuine connections with customers. By taking a hands-on approach with your customers, you can gain invaluable insights into their operations and growth strategies and foster a sense of trust and reliability.

“We learn more about a customer’s business by being on their premises. We want to go there, we want to actually get to know that the owner, the sponsor, the founder, we want to see the business and operation and when they’re telling us their story and their growth plans, then it’s more real for us. As a character-based lender, connecting with our customers is key to delivering for them.” 

Chris Bayliss, CEO of Judo Bank

Get the Right Talent:

Unlike traditional banking models where strong personal connection is not standard, a team adept at building and nurturing client relationships emphasises quality over quantity, enabling them to develop a deep understanding of customer needs and aspirations. This personalised service fosters loyalty and customer retention.

“Every part of our business has been architected around providing the best possible service to businesses, and it’s anchored off a highly skilled, highly experienced relationship banker. Most have 20 years’ experience in the industry and have no more than 30 customers. Our bankers know their customers, they can tell you their names, they can tell you what they’re thinking about, whether it’s expansion or succession. Trust and relationships are crucial to customer retention and advocacy, and you need the right people to build them.” 

Chris Bayliss, CEO of Judo Bank

Build Relationships into Your Customer Value Proposition:

In a landscape with many players, a business built on relationships will distinguish itself by placing connection at the core of its value proposition. This emphasis on personal connections transcends mere transactions, fostering a sense of partnership and mutual success.

“The products are the same – a loan is a loan; a line of credit is a line of credit and loan pricing matters. But what matters more to businesses is a relationship with a banker, not a 12 month one, but an enduring relationship built over many years where they can build that trust. A banker that can make a decision, they want to deal with the decision maker. The good old-fashioned handshake.” 

Chris Bayliss, CEO of Judo Bank


Judo Bank’s success is a compelling case study on the value of relationship banking. By prioritising connections over transactions, Judo is redefining the banking experience for SMEs in Australia. As businesses seek personalised solutions and genuine partnerships, the lessons gleaned from Judo Bank’s journey are more relevant than ever.

The principles highlighted by Judo Bank’s approach are not exclusive to the banking sector. In any professional business, the strategies highlighted in this case study are necessary for sustained success. By prioritising client relationships and striving to understand their needs deeply, any professional service provider can set themselves apart and achieve sustained growth.

Click to learn more about how Judo’s bringing back the art of relationship banking to service Australian SMEs:

Transforming Accounting Efficiency – A Case Study

In the world of professional services and accounting, where timely payments and efficient debt collection are paramount, QuickFee emerges as a game-changer. This Australian-based financial technology firm specialises in innovative payment solutions, and it’s creating ripples of transformation across the industry by revolutionising the way professionals receive payments. Today, we delve into a compelling case study that showcases how QuickFee has partnered with Burwood Accounting Services, an esteemed accounting firm in Australia, to address their debt collection and efficiency challenges.


Burwood Accounting Services: A Profile in Excellence

Burwood Accounting Services, founded in 1998, is a stalwart in Australia’s accounting landscape. With a steadfast commitment to delivering comprehensive financial solutions to individuals and businesses, the firm has steadily expanded its services and clientele over the years.


The Challenge: Streamlining Payment Collection and Payment Processing

Burwood Accounting Services faced two critical challenges that are all too familiar in the industry:

  • Inefficient Payment Collection: The firm grappled with the task of collecting overdue debts effectively, often leading to delays in cash flow.
  • Cumbersome Payment Processes: The existing payment methods used for settling invoices left much to be desired in terms of user-friendliness, causing inconvenience to clients.


The QuickFee Solution: Empowering Efficiency and Convenience

In response to these challenges, Burwood Accounting Services turned to QuickFee for a solution. QuickFee’s offerings included:

  • Flexible Payment Options: QuickFee introduced a gamut of payment choices, empowering clients to settle their invoices with ease and convenience.
  • Seamless Integration: QuickFee seamlessly integrated with the firm’s invoicing process, allowing for a swift and hassle-free implementation.
  • The Remarkable Results: A Triumph of Efficiency and Client Satisfaction

The integration of QuickFee into Burwood Accounting Services brought about a transformation in their operations, yielding remarkable results:

  • Enhanced Payment Collection: QuickFee’s array of payment options streamlined the payment process for clients, leading to a substantial reduction in debtor days. Clients embraced the convenience of paying invoices through provided links, eliminating the need to navigate their banking systems and minimising distractions.
  • Time Savings: QuickFee’s dedicated support staff and automated payment reminders help streamline the payment process and saved administrative time for the firm’s staff.
  • Positive Client Feedback: Clients warmly welcomed the convenient payment options offered through QuickFee. The firm’s decision to incorporate QuickFee links into all emailed invoices received unanimous praise from clients.


Conclusion: QuickFee – Paving the Path to Success

QuickFee proved to be an invaluable asset to Burwood Accounting Services, effectively tackling their debt collection and payment processing challenges. The integration resulted in improved efficiency, a reduction in debtor days, and heightened client satisfaction. Moreover, QuickFee’s exceptional customer service and dedicated support staff played a pivotal role in Burwood Accounting Services’ success.


Recommendations: A Call to Embrace Innovation

The success story of Burwood Accounting Services with QuickFee resonates as a testament to the value of embracing innovative payment solutions in the accounting industry. We recommend that accounting firms, especially those wrestling with debt collection and payment processing issues, consider integrating QuickFee into their operations. QuickFee’s user-friendly payment options and unwavering support can lead to enhanced financial operations and stronger client relations.

In conclusion, the case of Burwood Accounting Services underscores the transformative potential of innovative payment solutions in the accounting realm. By embracing technology and efficiency, accounting firms can steer towards better financial outcomes and provide an enhanced experience for their clients.