Oakton has designed a new Dynamics 365-based solution for the Building Unions Superannuation Scheme Queensland (BUSSQ) to give its staff what it calls a "360-degree view of its customers."
BUSSQ is an industry super fund for the building, construction and civil industries with more than 85,000 individual members, and serves and over 14,000 employers.
Two years ago, the organisation started out on its digital transformation journey, searching the market for a partner that could provide a single system to hold its key customer data to help deliver even better customer service.
In November last year, BUSSQ selected Oakton, the solutions provider owned by Dimension Data Australia, to replace its Pivotal CRM with a new system based on Microsoft's Dynamics 365.
Prior to using Dynamics, BUSSQ's customer data was stored across multiple sources, but now that it has been consolidated into one place, the organisation said its customer view has increased by tenfold.
"We know our customers a lot better than we did before," BUSSQ's head of technology Mirko Roettgers told CRN. "It enables them to make decisions in the moment. For our staff, real-time access to data allows them to answer customer questions in seconds.
"It allows them to surface the relevant data at the right time and in a way that makes sense to their role without an information overload, for example, some staff work with insurance information whilst others work with the contribution patterns.”
The rollout was completed across the entire fund in March this year, giving its 50 staff access to the new system and better access to identify changes in customer data like insurance statuses or transaction changes which trigger workflows. "The effect being that members feel that we understand them which nurtures loyalty,” Roettgers added.
"Dynamics 365 provides ‘next actions points’ to member facing staff and enables them to start a meaningful and personal conversation. They have data available at their fingertips which puts them at the front of discussions with members. It means they can proactively bring up topics which are important to our members."
Commenting on the project, Oakton chief executive Craig Lennard said that digital engagement within the financial services industry, particularly in superannuation, had become paramount to stay competitive.
"With BUSSQ we have provided the end-to-end engagement from initial advisory to the digital platforms and integrations that have been required to achieve the transformation they had in mind. We are proud to partner with BUSSQ and design for them a member-centric solution which has enabled them to provide a superior member experience."