Case study · Superannuation
A super fund: retention worth $30M
New legislation forced superannuation funds to contact inactive members. One fund used the moment to rebuild how it kept members.
Situation
The Protect Your Super legislation changed the rules for inactive and low-balance accounts and for insurance held inside them. Funds had to reach members who had not engaged with them for a long time, and risked losing them in the process.
Decision
Back a customer-centric process built around what members needed to decide, rather than what the fund needed to say.
- Developed and designed the fund’s response to the Protect Your Super legislation
- Created a customer-centric process for member retention
- Built and delivered a customer-centric digital strategy alongside it
Result
Client result from my own records. Client name withheld.
Limits
The client is not named and the figures come from my own records. The savings figure reflects the fund’s calculation at the time; the industry average is the benchmark the fund used.
Services
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Bring your last quarter’s numbers.
We’ll work out what’s earning its keep, what’s stuck and what to stop funding.