CHALLENGE
Build upon digital transformation strategy, to uplift functionality, and enhance the member experience
- 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 TelstraSuper retirement fund across their different life stages
- React to COVID-19 crisis
SOLUTION
Solutions used
- Sitecore Experience Manager (XM)
- Sitecore Experience Platform (XP 9.0)
- Sitecore Experience Database (xDB)
- Sitecore Email Experience Manager (EXM)
- Path Analyzer
- xProfile
- Sitecore Cortex
- Sitecore Marketing Automation
- Sitecore Experience Analytics Tools -xAnalytics
- Integrations include:
- Microsoft Azure PaaS
- XConnect API
OUTCOME
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%
- Took just one week to build an industry-first dedicated COVID-19 microsite
- Decreased time to market with zero reliance on third parties for personalized experiences
- Delivered successful results across all engagement metrics year-over-year
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