Service Hub Support

If you need support with your Converge services, we're here to help – Anytime, Anywhere!

Service Hub Support

If you need support with your Converge services, we're here to help – Anytime, Anywhere!

Submit your request to our Partnership Support team. Please complete the enquiry form below to ensure Converge can provide the required information and outcome to your request. If your request is related to Critical Incident Support or an employee seeking support, please call 1300 687 327.

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How we use our data and reporting to guide service offerings for specific organisations liked to trends, risks and themes. 

How we communicate these insights regularly to our customers?

The knowledge gained through our comprehensive data capture and reporting is communicated through monthly, quarterly and annual reports, and meetings with your Partnership Manager, who presents key insights and data trends. We also offer an annual meeting with our General Manager of Reporting & Analytics for an in-depth analysis of your EAP data. As well as presenting the statistical EAP reporting, satisfaction feedback and broader trend data, we:

  • Analyse the data and present insights and trends that inform strategies to maximise EAP effectiveness, in collaboration with Coles Group.
  • Share insights and industry trends from other customer relationships, particularly those in the retail sector, regarding benchmarks and strategies to drive engagement and participation in EAP.


The reporting we provide on Indicators of the Risk of Psychosocial Hazards in your Workplace show 14 key Psychosocial workplace hazards (as outlined by Safe Work Australia), derived from inferred correlations to EAP issues, represented as aggregated data for Coles Group with your industry benchmarks.

Through mechanisms like the ROI Calculator, EAP reporting and psychosocial hazard reporting, measure and evaluate the impact that EAP is having on elements such as worker wellbeing, productivity, engagement, performance, and workplace functioning.

The data from psychosocial hazard reporting and workplace wellbeing reporting, as well as EAP utilisation trends can be examined together to create a more holistic understanding of Coles Group's workplace wellbeing trends, risks and themes. With this data, we can plan and target wellbeing initiatives to where they will have the greatest impact.

For example, while analysing reporting for our customer CSIRO, we noticed that the manufacturing and minerals business units had low EAP utilisation. In collaboration with CSIRO, we developed a marketing strategy specific to these male-dominated business units with separate initiatives relevant to blue- and white-collar employees, resulting in a strong rise in EAP awareness and utilisation.