In this highly dynamic world where consumers have a wide variety of attractive choices, a leading super fund faced the challenge of customer retention. Like many financial institutions, they needed to improve their engagement and interactions with their customers, partners and staff.
One of Australia’s largest super funds, with over two million members, needed to better engage their members to overall customer retention. They turned to DB Results, their digital services partner, to help preserve and expand their customer base.
The creation of a suite of highly integrated digital channels and customer solutions provided an evolving and engaging experience for members. Self-service, real-time integration and the ability to enable individuals to have a personalised customer experience were key to enable behavioural change being sought.
The solution was delivered rapidly and can be easily adjusted to evolving needs. “We also provided the super fund the capability to measure, monitor and improve the solution after implementation. This was key in meeting the adaptive needs of their business. This was an excellent and award winning UX solution which we were proud to play a part in,” DB Results Digital lead, Peter Faulkner, said.
The solution has inbuilt analytics providing ongoing engagement and loyalty insights. These analytic tools are adaptive and operate with the fully personalised user experience.
DB Results introduced the super fund to our digital platform, which is based on a technology called OutSystems. OutSystems is in the Gartner Visionaries quadrant this year, based on its strong capability to support the needs of IT as well as line-of-business users.
Complemented by our agile delivery model, our digital platform delivers more business functionality in faster timeframes at significantly reduced costs and effort.
Overall the super fund has reported that many more members are using and adopting their products leading to increased funds under their management.