“We make the lives of parents that little bit easier, in a fun, functional and stylish way.” – Monique Filer, Owner.

A clumsy, mid-air nappy change in a toilet cubicle gave birth to b.box for kids’ first product – an all in-one baby wipes box and nappy wallet. Since launching the Essential Baby Box in 2009, owners Monique Filer and Dannielle Michaels continue to create innovative parenting products and now distribute six of these to 15 countries, plus 400 retailers nationally. From a roll-up bib with its own spoon to a nappy caddy, b.box products are designed to look good and make life easier for parents. b.box has already scooped up an Australian Business Award for Best New Product and a Best Product award with iParenting in the US. Monique and Dannielle continue to draw on their own parenting experiences to identify gaps in the market and are introducing other baby essentials to boost sales further through super-sized retailers, such as Toys R Us and amazon.com.

“The reaction we receive from customers when they first use our products is amazing.” – Antonette Golikidis, Owner.

Aroma and remedial therapist Antonette Golikidis found it so hard to buy chemical-free and genuinely organic skincare products for her baby that she decided to create her own. What started as a quest in her kitchen, has expanded into an affordable range of 100 per cent natural and certified organic range of baby care products that are stocked in 800 stores nationally, exported to New Zealand, Taiwan and the Philippines and sold online. Little Innoscents’ brightly packaged washes, balms, lotions and oils are all made with natural ingredients that are free of synthetic and GM materials, pesticides and herbicides, and are the first exclusive baby care range to be certified by Australian Certified Organic. Having exported her first pallet of product to Asia in 2009, Antonette now generates 60 per cent of sales overseas and was last year named connect2mums Mumpreneur of the year.

“Our management and staff proudly embrace the notion that we’re driving a business that helps charities and not-for-profits conduct more cost-effective tele-fundraising campaigns.” – Ruth Mackay, Managing Director.

Ruth Mackay’s team at OURTEL Solutions never contend with a peak-hour commute because they all work from home. A virtual contact centre, OURTEL Solutions operates a network of mature-aged tele-agents throughout Australia to service the not-for-profit sector and various associations. The company’s backbone is a web-based Remote Service Delivery Model that cost-effectively sources, trains, manages and retains home-based tele-agents, allowing many clients to deploy marketing and fundraising campaigns that they otherwise could not afford. OURTEL has also driven down marketing costs for its charity clients by an average of 17 per cent by introducing an E-Pledge to replace traditional mail-outs to donors. Carefully selected for their skills, maturity and enthusiasm, OURTEL’s tele-agents enjoy a highly flexible work life, which keeps motivation high and staff turnover low. And since they don’t hit the road to get to work, each tele-agent saves an estimated 23kgs of greenhouse gas emissions a week.

“An aging workforce and a national skills shortage mean we’re filling a niche that the business community is only now realising will be instrumental in driving success.” – Kate Webster, Managing Director.

When Jackie Cook and Kate Webster found themselves in a conversation one night in 2004 with mothers bemoaning a lack of support to return to work, they hatched a plan. A year of walking and talking turned the plan into a business that specialises in matching flexible work arrangements with people who don’t wish to work full-time. Based in Melbourne’s eastern suburbs, Priorities – Flexible Employment Strategies matches a talent database of some 4,000 job-seekers with companies that are willing to offer flexible conditions. In addition the company provides a consulting service to help companies develop flexible employment practices, an HR Cookbook for small business and seminars on HR topics. Most of Priorities’ job candidates are women returning to the workforce after having children or older workers looking to scale back their careers, they also cater to younger workers who want to juggle volunteering or study.

“People’s pets aren’t just animals - they’re part of the family.” – Vern Ryan, Owner.

Holiday-makers whose dogs and cats stay at Vern Ryan’s Pet Resort might wonder if their pets are having a better time than they are. The boarding kennel situated west of Melbourne offers standard, executive and penthouse accommodation - taking pet care to a new and luxurious level. Canine penthouse guests enjoy private cedar cottages, airconditioning, human beds, artificial lawns and flatscreen TVs. Penthouse cats indulge in a standard human-size bedroom with a four-poster cat bed, TV and a private playground. A dog behaviourist of 34 years, Vern also provides playtime stimulation packages, which means contented guests and an average increased customer spend of around 30 to 40 per cent. A recently established network of some 50 drop-off and pick-up centres at vet clinics and pet stores helps drive business growth through referrals. Vern also makes and sells his own leather dog equipment and specially formulated dog food.

“We’ve always thought of our business as part of a community, needing interaction with other businesses and individuals for success.” – Jenny Menz, Co-owner.

Friends Fiona Gathercole and Jenny Menz came up with a clever way to transform blank walls five years ago and the idea has well and truly stuck. Melbourne’s The Wall Sticker Company produces removable, PVC and BPA free wall stickers for homes and businesses, offering 160 designs and customised stickers through an online store and more than 90 national and international stockists. Automation of many processes, including more than 80 per cent of the manufacturing, has helped Fiona and Jenny keep up with ever-growing demand without sacrificing creativity and their passion for nurturing new talent. The company releases a new wall sticker design each month, showcases guest designers to promote emerging artists and invites design students at Melbourne’s RMIT University to submit ideas. Customer interaction is equally important. Feedback is sought on each purchase and free samples are offered for word-of-mouth promotion, one of the top three ways The Wall Sticker Company has grown its sales 20-fold in five years.

“While our beef has won many awards for its quality, endorsement from our customers is still the most satisfying recognition.” – David Blackmore, Managing Director.

Farmer David Blackmore pioneered the production of fullblood Wagyu beef in Australia after a chance sighting of the ancient and prized Japanese breed in the United States in 1988. Knowing Wagyu crossed with other breeds enhanced beef quality and value, David boldly secured exclusive rights to import embryos and semen into Australia. In 1990, Blackmore began breeding Wagyu crossed with Angus cattle and, over the next 13 years, through painstaking trial and error with genetics, feed and environment, created a herd of 1,000 crossbred Wagyu cattle. Two hundred females with fullblood Wagyu embryos were then introduced and today the company runs a herd of 2,000 fullbloods in Victoria’s fertile high country, valued at more than $8.5 million. Blackmore’s premium Wagyu cuts fetch around $A250 per kilo in exclusive butchers, with exports to 11 countries, and are served in some of the world’s most elite restaurants.

“Organisations are changing the way they wish to undertake their debt collection services, with a shift from large companies to smaller organisations that offer more personalised, customer-focused services.” – Mark Answerth, Managing Director.

Mark Answerth started creditcollect in Gippsland in 2001 to create a new breed of debt collection specialist. His company does not just collect funds for overdue bills, it works with clients to improve cash flow, reduce overheads and get them on the path to stronger profitability. creditcollect prides itself on stewarding their clients’ reputation throughout the highly sensitive process of debt recovery. With 13 employees, the company is the preferred supplier to four regional councils and services utilities, private firms and national companies, including Primus Telecommunications and Repco. Unlike competitors, creditcollect does not use a call centre. Instead, collection staff personally manage clients and their files, operating as an extension of the client’s business. Revenue has grown by 20 per cent in the past three years, largely due to a strong network of referral businesses, investment in internet technology, professionally trained staff and commitment to customer service.

“We are a pivotal part of one of the most memorable and important days in our customers’ lives; and that's truly amazing and incredibly gratifying.” – Katrina Butterworth, Owner.

Katrina and Matt Butterworth like to think they’ve been invited to more than 400,000 weddings. That’s how many nuptials the couple have had a hand in organising, a decade after the launch of their one-stop, online wedding directory. Finding it hard to plan their own wedding and with online directories still emerging, the couple spotted an opportunity and Matt set off to learn web development. Their wedding plans soon turned into the launch of Easy Weddings, now Australia’s number one online wedding directory featuring 3,500 wedding suppliers and a team of 19 employees. Attracting more than 220,000 unique visitors to the site each month, Katrina and Matt believe they maintain the top spot in their industry by investing in technology such as a review system for suppliers and an iPhone app. The business connects with prospective brides through the website, online forums and Facebook, often before many even consider saying “I do”.

“We’re passionate about and committed to improving safety at our clients’ work sites. We’re always available to talk safety and provide advice.” – Steven McLeod, Director.

Fire and Safety Australia Pty Ltd (FSA) owner and director Steven McLeod may be just 26, yet he has pulled together more than 150 years of emergency services within his safety organisation. Launched three years ago and based in Notting Hill in Melbourne’s south-east, FSA provides workplace safety training and consulting throughout Australia with a team of 19 experts. Clients include Qantas, Bunnings and Cement Australia and, more recently, an open-cut coal mine in Blackwater, Queensland, which requires four FSA officers on-site, seven days a week. The biggest challenge, according to Steven, has been managing costs while growing at 100 per cent each year and servicing a national network of clients. FSA continues to develop new clients through a small team of sales people, a web site with instructional video clips and DVD mail-outs that show potential customers how FSA can help them with their safety needs.

“We aim to enhance the quality of human lives by providing support, lifetime service and equipment for measuring hazardous substances and conditions in the environment.” – Simon Meers, Managing Director.

Air-Met Scientific sells, rents and services occupational health, safety and environmental equipment through six national offices. Headquartered in Nunawading, Managing Director Simon Meers admits the company’s products are not unique but claims its cost-effective and flexible solutions and after-sales service set it apart. All customers, which include oil and gas refineries, coal mines and industrial plants, receive free, certified training on purchased and rented equipment through a fleet of managers and mobile technicians. Air-Met Scientific also service and repair more than 12,000 pieces of equipment a year. Recognising that a growing number of companies require equipment for short periods, Air-Met Scientific acquired a similar provider in 2009 and now maintains 14,000 pieces of equipment for rent only. Revenue has increased by more than 75 per cent over the past six years, driven largely by rentals and the opening of an office in Mackay, Queensland, to service the region’s mining sector.

“We are committed to turning customers into raving fans.” – Brendan Dover, Owner.

Australia’s most famous plumber, Kenny, could have been based on The Drain Man founder and owner Brendan Dover. So attuned is Brendan to the character’s enthusiasm for clearing drains and happy customers, his business gives each new client a copy of the Kenny movie. Brendan started The Drain Man in 2001, working only on blocked drains so he could “keep it simple” and offer outstanding customer service. Based in Ringwood on Melbourne’s eastern fringe, the company now employs 29 people and still works only on drains, specialising in a non-invasive relining technique, which has helped drive double digit growth over the past three years. Each of The Drain Man’s 29 employees is trained in customer interaction and has access to a business coach to hone their skills. An internal call centre helps maintain high levels of service, while systems are in place to track response times, quality and feedback.

“Our long term goal is to continually lift the benchmark for online retail in technology products – delivering technology to every organisation and every household in Australia.” – Lorenzo Coppa, CEO.

eStore.com.au is Australia's largest independent online technology retailer, shipping more than 10,000 products each month. Established by CEO Lorenzo Coppa in 1991 as Australia’s first software mail-order business, the company offers more than 24,000 products, including software, laptops, digital cameras, mobile devices, printers and scanners. In 20 years , Lorenzo has stuck to his ethos of growing without debt, even when acquiring and integrating two new businesses. He believes eStore’s extensive product offering, plus a reputation for great deals, quick deliveries and responsive customer service, helps the online business stand out in a cluttered market. eStore.com.au launched Greenpoint Electronics in 2009, its own range of handy home-based products offering customers excellent value products with increased margins on small items such as USB sticks, digital photo frames and eBook readers. Traffic to eStore.com.au jumped by 30 per cent last financial year, while sales increased by more than 50 per cent.

“We have a unique team of happy, passionate and enjoyable professionals who care about the work they do and the results they achieve.” – Cameron Brookes, Managing Director.

Kiandra co-founder and Managing Director Cameron Brookes believes the outsourced-IT provider’s best asset is its people. Established 15 years ago with high-school friend Martin Cooperwaite, Kiandra IT provides infrastructure and customer software development solutions to companies that don’t have IT staff or require specialist skills. Committed to attracting and retaining the right talent to ensure excellent customer service at every touch point, the company has spent the past four years building its employment brand. By investing in ongoing staff training and recognition and maintaining flexible work conditions during the global financial crisis, staff numbers have doubled to nearly 50 over the past five years. Last year, Kiandra IT ranked in the top 20 on the BRW list of Best Places to Work. Kiandra has also been recognised for its IT skills, developing document-sharing software that earned the business a Microsoft Worldwide Partner of the Year award in 2009.

“Once someone tries our product we receive an overwhelmingly positive response to its taste and flavour.” – Alastair McLachlan, CEO.

PRESHAFOOD makes the only 100 per cent Australian fruit juice that is preserved using cold high-pressure processing (HPP). HPP is cold pasteurisation at extremely high levels of pressure, which kills bacteria for long shelf-life but preserves far more taste and nutrition than traditional pasteurisation. PRESHAFOOD was founded in 2006, three years after HPP technology became commercially available. Foresight and significant capital investment have paid off with the Derrimut-based company now producing 12 specialty juices – including Apple Passionfruit, Apple Pomegranate and Blood Orange – and seven flavours of coulis for supermarkets, restaurants and airlines. The quality of the juice has been recognised with international awards; including the World’s Best Juice at global trade fair Drinktec in 2009, where PRESHAFOOD beat out products by Pepsi and Coca-Cola. CEO Alastair McLachlan believes taste is the best promotion, so the company invests in sampling at supermarkets, outdoor events and food shows to win over new customers.

“We identified early that we needed to be more than farmers of our product.” – Jan Vydra, Managing Director.

Businessmen Jan Vydra and William Pham knew little about farming when they started their fresh herb company with a crop of basil in Clyde in 2008. However, according to Jan, they soon realised Australian Fresh Leaf would only be successful if it could grow quality herbs year-round and ensure they arrived in stores undamaged. Jan and William approached other wholesale farmers in Bundaberg and Mareeba, Queensland, to add to their own crops and then developed an online system that has eliminated handling on the market floor and the need for distributors to sort and pack the herbs. The Freshweb system, licensed for other small businesses to use, allows distributors to set up “child accounts” for their end customers, so retailers can order one of 17 herb or six salad products directly from the farm. Australian Fresh Leaf “picks and packs” around 100,000 bunches of herbs and salad items each week, which are shipped to distributors, ready to send on to retailers.

“We consolidate thousands of listings from retailers and private sellers nationwide to make finding and buying effortless and instant.” – Jason Wyatt, CEO.

Jason Wyatt and Sam Salter decided to start their online business four years ago when they found out bicycles were outselling cars. Launched with a basic classifieds function, BikeExchange.com.au is now the third most visited sports shopping web site in Australia, consolidating more than 43,000 bicycles and accessories for private and commercial sale. One of the first niche consolidators to give consumers the chance to “buy now”, BikeExchange.com.au gives 400 cycling retailers a powerful and low-cost online shopfront to present to 440,000 visitors each month. Jason estimates retailers need to sell just one extra bicycle a month to earn a return on their investment. Private sellers benefit from an easy content management system that helps them quickly create their own informative advertisements, with up to four images and a video, while an in-house-developed search engine ensures users find what they want as quickly as possible.

“The Blackmore method of production – covering all aspects of environmental sustainability and animal welfare – is against most industry norms and perceived as crazy.” – David Blackmore, Managing Director.

Acclaimed restaurateur Matt Moran has declared Blackmore’s Wagyu beef the best in Australia and possibly the best produced outside of Japan. It’s high praise considering farmer David Blackmore did not know how to raise the prized, marbled beef when he first started crossing Wagyu with Angus cattle 20 years ago. David claims innovation, through trial and error, has been necessary right from the start. Over 13 years, the business moved farms twice to find the right environment along the Goulburn River, experimented with low-grain feed rations for natural weight gain and finessed the science of on-farm embryo transfers, selecting bloodlines that were more robust for Australia. Blackmore now has a herd of 2,000 fullbloods, 96 per cent of which receive the highest marbling grade of 9, without antibiotics or growth hormones. With exports to 11 countries, Blackmore has negotiated an international licence for its intellectual property and production method.

“As competition increases among utilities, the cost to serve each customer is crucial in delivering competitive advantage and profitability.” – Morgan Duncan, Managing Director.

Utilibill’s end-to-end, online billing in the cloud can help Australian and international consumers save on their household bills, according to co-founder and Managing Director Morgan Duncan. The Melbourne business provides an end-to-end platform that consolidates multiple systems and makes all customer information available at an operator’s fingertips. This “in-a-box” system has helped around 120 utility, telecommunications and internet billers in Australia, New Zealand and the UK reduce revenue leakage, increase efficiency and customer service and lower the cost of administration. Utilibill’s revenue grew by 850 per cent in its first three years, ranking it third among Australia’s fastest growing technology firms in the 2009 Deloitte Fast 50 list. The company is now moving into a new phase of innovation with a national broadband network solution to lower the entry point for utilities here and overseas and make it easier for remote communities to start their own utility companies. Contracts have already been signed with agents in Singapore, Africa and Sri Lanka.

“Our customers are increasingly socially aware and want to know what they are eating, where it comes from and whether it was produced in a sustainable way.” – David Blackmore, Managing Director.

A leading producer of prestigious Wagyu beef, Blackmore Holdings has been practising sustainable farming for more than 20 years, because founder David Blackmore believes if he cares for the environment, it will care for his cattle. Blackmore’s herd of 2,000 fullblood Wagyu is raised in a natural environment at Alexandra, on the fertile flats of the Goulburn River, and is left to gain weight naturally, with no antibiotics, genetically modified foods or growth hormones. Environmental care is exercised by fencing cattle from lagoons and the river to protect native flora and fauna, using bio-dynamic fertilisers and spray irrigating at night, which reduces evaporation and helps cut power costs. David welcomes more educated buyers, chefs and consumers, who are demanding more information about production methods, and happily shares his farming insights through field days. Blackmore Wagyu Beef is sought by some of the world’s most discerning chefs, including Rockpool’s Neil Perry and The French Laundry’s Thomas Keller.

“We are committed to creating a work environment that people can grow in and belong to forever, if that's their wish.” – Brendan Dover, Owner.

Since starting The Drain Man in 2001, Brendan Dover likes to think he has maintained as big a focus on people as he has on drain clearing. The Ringwood business runs weekly sessions for its 29 employees to share their thoughts on the business and on life, and trains each one, regardless of their position, in customer service and communication. The team is also given open access to a business coach, employed in 2007 while the business was still operating out of Brendan’s home and had just two employees. Specialising in clearing and relining drains, using a no-dig, non-invasive method, The Drain Man has created a very Kenny-like culture, insisting no employee is asked to do a job another would not and ensuring each customer is converted into a “raving fan” through prompt service, competitive rates and reliable work. The company also prioritises community service, supporting and promoting TLC for Kids, a charity for helping children in hospital and their families.

“I established m.a.d.woman (making a difference) to literally be in the business of making a positive difference - to the environment, the community and the lives of those who need support.” – Melina Schamroth, CEO.

Book a date night with m.a.d.woman Singles Volunteers events and you are likely to find yourself in a soup kitchen instead of a fancy restaurant. m.a.d.woman (making a difference) was created in 2007 by self-proclaimed social entrepreneur Melina Schamroth to bring together people who are passionate about doing good and to help corporates connect with the community. She builds singles events around community service projects, such as disaster relief and cooking meals for the homeless, supporting charities with a ready supply of helping hands and donations, and helping like-minded people ditch first-date nerves. Based in Melbourne, Melina also speaks on social responsibility and runs events for women and the business sector, encouraging companies to build stronger teams by tapping into their employees’ community spirit and desire to make a difference. Melina says m.a.d.woman, which has helped serve more than 50,000 meals to the homeless, counts “people helped” ahead of “revenue earned” as the benchmark for success.

“We understand a healthy workforce is not only good for creating a happier workspace but for significantly improving productivity.” – Ruth Mackay, Managing Director.

Melbourne-based OURTEL Solutions employs mature-age, home-based tele–agents to support marketing and fundraising campaigns for not-for-profits, charities and associations. By embracing technology and flexible workplace options, many employees do not need to travel to and from work. All communications, training and client meetings are carried out in a virtual environment, saving an estimated one tonne of greenhouse gas emissions a year per tele-agent. Combined, staff also use around 88,000 fewer litres of petrol. Managing Director Ruth Mackay says OURTEL’s ethos of employing mature consultants helps tap a rich vein of latent talent in the workforce. She finds her team value flexibility, convenience and being able to support charities, which in turn drives productivity and engagement and reduces staff turnover. OURTEL also looks for ways to better support its clients. Alarmed by the amount of paper charities used in their mailouts, OURTEL developed an E-Pledge for online donations.