About the Client

Perth-based Government Employees Superannuation Boards (GESB) is the largest Western Australian based superannuation fund managing over AUD$10 billion in its investment portfolio.

GESB manages the superannuation for current and former employees in the WA public sector and their partners. GESB’s core focus is on providing competitive superannuation and retirement products and sound investment returns to over 313,000 members.

Project Overview

GESB required a contact management system (CMS) which would consolidate member information and improve the efficiency, consistency, and quality of interactions with its members.

CSG was engaged to implement the system across several business units; member services, administration services, member education, and sales and marketing.

Client Requirements

GESB had a series of six different legacy systems which each contained member data. These were separate systems, none of which were integrated or linked with each other, meaning that each different system would have to be entered into depending on what information GESB was looking for. With no consolidated view of customer information, processing account information was a manual nightmare, also resulting in inaccurate customer information.

GESB required a contact management system that could be integrated with existing transactional systems. The objectives were to gain a single view of member data and interactions with GESB, as well as improve the member experience through efficiency and consistency of services.

Our Solution

CSG worked with GESB to implement a Microsoft CRM version 4 solution, creating a single overlying system, consolidating all of GESB’s member history, account information, and interactions.

CSG’s solution was to provide a single interface which is linked and integrated with all existing back end transactional systems so all separate systems are updated automatically.

Business Benefits

CSG’s implementation significantly improved GESB’s ability to provide the best service to its members. Capturing all member interactions and information in a single system empowered all member service representatives, freeing up time previously spent on manual data entry, allowing greater emphasis on provision of client services. The immediate benefits realised by GESB were:

Ultimately this led to a decrease in customer call handling times as member service staff were significantly more efficient, leading to better overall customer service for GESB's members.