A new generation of digital natives, rarely untethered from the internet, expects responsive mobile experiences, including from their superannuation funds, but the superannuation industry has responded to this trend with a scattered approach and pace, according to Mercer.
Mercer believes the ability of superannuation funds to embrace the mobile web and offer an outstanding customer experience is increasingly becoming a significant differentiator for funds and subsequently a key driver of sustainable success.
In response to this trend Mercer has recently introduced new digital membership cards, which enable customers to easily access their account information through an app for iPhone or Android devices.
“Expecting responsive mobile experiences are a bare minimum for many consumers, regardless of whether they are buying household goods or managing their super savings. Our digital cards put a real-time connection between our super fund and our customers,” said Mr Ben Walsh, Leader of Mercer’s financial services business in the Pacific market.
“We’re working hard to enhance our digital capability and customer experience and our new digital member cards mark a milestone in this work.
“We’re early adopters of this technology and are releasing it now in advance of our new responsive customer acquisition platform that will be available later in 2014.
“The digital card provides easy access to account information which was previously only available through paper or a plastic membership card, it allows customers to access member numbers, fund contact information including a clickable contact number and URL, BPAY details for making contributions and key details for transferring other super accounts in, all through their mobile device.
“In the future, our digital member cards will be the gateway to super anywhere and anytime, providing personalized access to super and customer rewards and benefits and personal and secure communication with customers in relation to their super, finances and wellbeing,” said Mr Walsh.
All Mercer Super Trust customers with eligible funds and a valid email address will be sent an email detailing the benefits of a digital membership card and instructions on how to download a card to an iPhone, iPad or Android device. Mercer customers can also request a card at any time through a new online self-service capability.
In future, new members who provide their email address will automatically receive a Digital Member Card as part of their joining experience.
Mercer is a global 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 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 team of professional services companies offering clients advice and solutions in the areas of risk, strategy and human capital. With 55,000 employees worldwide and annual revenue exceeding $12 billion, Marsh & McLennan Companies is also the parent company of Marsh, a global leader in insurance broking and risk management; Guy Carpenter, a global leader in providing risk and reinsurance intermediary services; and Oliver Wyman, a global leader in management consulting. Follow Mercer on Twitter @MercerAU @MercerInsights