Mercer launches new customer platform
Wealth management and retirement solutions specialist Mercer has partnered with PractiFI to unveil a new customer management platform geared at simplifying the channel experience for superannuation customers.
The platform comes on the back of a series of new initiatives by Mercer in recent months, such as the new registry for members.
Financial services business leader in the Pacific market, Andrew Godfrey, said the platform allowed Mercer to transition its telephone operations to the cloud to provide a more a "flexible, scalable and more efficient" contact centre solution for customer interactions.
"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," Godfrey said.
"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."
The new platform has been made available to all Mercer customers — including members of Mercer Super — and will be progressively rolled out for Mercer-administered super funds next year.
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