Pension & Employer CRM modernization
Maximize process efficiency
Large defined benefit pension plan servicing over 85,000 pensioners and 1,200 employers
Challenge
- Pension and employer service levels not meeting business expectations
- Disjointed end-to-end processes and information reporting gaps
- Pension and employer services managed outside of new member CRM system
Solution
- Reengineered end-to-end business processes
- Reorganized business teams with a client service focus
- Migrated Pension and Employer services to new membership CRM system
Results
- Significantly improved Pension and Employer service levels and reporting
- Achieved lower cost per member – key performance metric and industry benchmark