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Australia
Melbourne, 21 September 2009

Mercer has unveiled new online features that allow members to access additional personal information about their superannuation in real time, ‘on demand’.

The new online features introduced for Mercer Super Trust members include an industry-first ‘workflow view’ which allows members to track their transaction requests such as investment switches and to view correspondence in real time.

Additionally, Mercer Super Trust members will soon receive super account updates via SMS text message to their mobile phone with the launch of a new ‘contact preferences’ menu which will allow members to choose an online annual benefit statement.

Mercer says their website gives members faster and easier access to the personal information they need about their superannuation and more choices on how to obtain that information.

David Anderson, Asia Pacific leader of Mercer’s outsourcing business, said Mercer uses technology to increase transparency and make superannuation fit in with members’ lifestyle and communication preferences which is critical to enhancing member engagement.

“Australians have a reputation for being modern technology users and this has extended to financial services through online banking, share trading, general insurance and health insurance. By contrast, many Australians still receive information about their superannuation when their annual statement arrives in the post,” Mr Anderson said.

“It is fair to say the superannuation industry has lagged behind other financial services when it comes to using technology to enhance the member or customer experience and to reduce cost. Most super funds have an informative, yet static and one way, website.

“Our clients and members expect us to set new standards in customer service. We’re excited to be forging ahead with an industry-leading approach to online communication for super that’s more interactive and puts the member’s individual needs at the heart of the service experience. Continuing to build upon this will be integral to creating a ‘market of one’ with the member by giving them the tailored communication and personal advice they crave,” he said.

Mercer’s website, which was awarded “Best Website of the Year – Financial Advice” at the recent Rainmaker Marketing Excellence Awards was developed with input from ‘on the ground’ members.

“We’re constantly seeking input and feedback from members about their overall experience with their super fund and their financial adviser. Our job is to make super easier for members and to empower them to take charge,” Mr Anderson said.

The recent additions to the Mercer Super Trust website are the first of several new initiatives to be rolled out this year. Later in the year Mercer will launch a new technology platform which will enable further enhancements and personalised communication for members.

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