
Digital wins in the pensions sector
By swiftly creating super-efficient response channels that offer endcustomers digital choice and streamline interaction, pension companies can quickly and effectively drive out back-office inefficiency.
First, some figures. There are over 5000 UK private sector defined benefit pension schemes sitting on £1.4 trillion of assets. And 9.6m members rely on those assets for their financial futures. Behind these numbers lies a sector back-office that is overflowing with paper-based processes.
There is a huge volume of administrative communication that goes out to members – from annual statements to tri-annual valuations, transfers out, address or next of kin changes and so much more. And there are frequent regulatory changes requiring processes to be amended, adapted and communicated.
The Problem:
Aon needed a solution that enabled it to rapidly engage with members regarding a change in the pensions law (GMP Equalisation).
Because this was a new legal requirement, Aon had no legacy process in place, meaning a solution had to be built from scratch.
How we helped:
We introduced a solution that gave Aon’s members the option of responding digitally to an initial communication.
The digital process effectively steers members to the correct sections of a digital form, simplifying actions and speeding up responses.
The Results:
93% of members engaged through one of the channels from the initial despatch of 6,500 letters.
71% of those that engaged, chose to do so using the new digital channel. Aon was able to run a smaller internal team to manage the process because members who chose the digital channel were basically self-servicing.
Response rates were three times higher than they were when only a paper process option existed.
Improved accuracy and reduction of case management as a result of ‘right first time’ responses.
The number of queries coming into the call-centre is significantly reduced.
The number of queries coming into the call-centre is significantly reduced.
Contact us
Get in touch with one of our solution consultants to discuss your regulated communication requirements.
