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Challenges

  • Support business objective of helping members build a financially secure future
  • Drill down and focus on individual member needs
  • Ensure members want to stay with the TelstraSuperretirement fund across their different life stages
  • Build upon digital transformation strategy, to uplift functionality, and enhance the member experience
  • React to COVID-19 crisis

Solutions

Results

  • Delivered successful results across all engagement metrics year-over-year
  • Fostered a “segment of one” digital experience
  • Built a strong digital engagement-retention link; digital users 50% less likely to leave
  • Increased site visitors by 19% and average sessions up 28%
  • Grew number of members logging in at least once a year by 13%; now 63% of members log in at least once a year
  • Average monthly logins increased up by 30% and completed self-service up 25%
  • Decreased time to market with zero reliance on third parties for personalized experiences
  • Took just one week to build an industry-first dedicated COVID-19 microsite
  • Delivered successful results across all engagement metrics year-over-year

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