Mercer was last night named Superannuation/fund management provider of the year at the FST Media awards, recognising the firms’ technological leadership and disruptive innovation.
The award acknowledges the outcomes of a comprehensive business transformation, product innovation and continuous improvement in customer service, revolutionising the way Mercer serves customers and corporate clients.
Mercer’s Financial Services Business Leader in the Pacific, Andrew Godfrey, said Mercer’s relentless focus on the customer was taking the firm from a good customer service provider to a great one.
“We’ve deliberately designed new products, changed our approach to customer service and invested in new technology to shake up the way we do business and add real value to customers and clients,” said Mr Godfrey.
“We’ve adopted a ‘new school’ approach to super administration to personalize everything we do for members, and we think it will differentiate us in the market.”
Mercer is now delivering a simplified ’go to market’ operating model with the customer at its core, which is being driven across five key areas: digital transformation, customer management, marketing automation, operating model and workforce management.
Mercer’s business transformation has seen the rollout of a range of programs to enhance the customer experience capability for its superannuation clients and customers, including:
- Mercer Edge, a data-driven analytics, marketing and strategy platform for super funds
- A new member registry integrated with world-leading customer experience tools
- Deploying the world leading CRM enterprise solution, salesforce.com, complemented by new sales and marketing automation tools
- New digital capability offering a contextualised and mobile first experience
- One of the broadest range of multi-manager investment solutions in the market with products catering to customers and institutions with a wide variety of objectives, risk profiles and tax status.
Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset—their people. Mercer’s more than 20,000 employees are based in 43 countries and the firm operates in over 140 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global professional services firm offering clients advice and solutions in the areas of risk, strategy and people. With 57,000 employees worldwide and annual revenue exceeding $13 billion, Marsh & McLennan Companies is also the parent company of Marsh, a leader in insurance broking and risk management; Guy Carpenter, a leader in providing risk and reinsurance intermediary services; and Oliver Wyman, a leader in management consulting. For more information, visit www.mercer.com.au Follow Mercer on Twitter @MercerAu