25 September 2015

Australia, Melbourne

Mercer has gone live this week with a new customer management platform, defying a common industry belief that integrating the superannuation customer experience - from point of contact through to financial advice - is too difficult.

Mercer went live with PractiFI as its core platform for customer management. PractiFI has tailored the power of Salesforce to meet the needs of wealth management.

Andrew Godfrey, Leader of Mercer’s Financial Services business in the Pacific Market, said, “Mercer is in a period of unprecedented investment in innovation and customer service. The new platform will streamline the way we record customer interactions and improve consistency.

“The platform moves our telephony to the cloud, providing a flexible, scalable and more efficient contact centre solution.

“For customers, this essentially means that whoever they speak to at Mercer will be able to see every interaction in real time and have a genuine, consolidated view of that customer, meaning more relevant and timely customer service.

“PractiFI is helping us manage stronger relationships with customers, track every interaction in a single customer view, and manage common workflows across customer service, advice and operations,” Mr Godfrey added.

The new platform went live this week for all Mercer customers including members of Mercer Super. It will be rolled out for Mercer-administered super funds in 2016.

In recent months Mercer has launched a range of programs and products to transform customer experience capability for clients and customers, such as Mercer Edge, a data-driven analytics, marketing and strategy platform for super funds, and a new member registry with world-leading tools.


About Mercer
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 more than 40 countries and the firm operates in over 130 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 Follow Mercer on Twitter @MercerAu