Overview
Super Benefits Administration is a Melbourne-based company that administers the First Super superannuation fund and SEET, a long-service leave trust.
Super Benefits Administration and First Super share office space in North Melbourne and work from the same IT system. Together the companies have 24 staff, including 10 call-centre operators, plus six field staff who access systems remotely.
First Super was formed in June 2008 after three super funds – Furniture Industry Retirement & Superannuation Trust, Pulp & Paper Workers’ Superannuation Fund and Timber Industry Superannuation Scheme – merged. Following the three-fund merger, the companies required a more stable, maintainable and scalable call centre facility.
Industry
• Finance
Opportunity
• Existing legacy system had scalability limitations
• High maintenance costs
• A three-fund merger placed pressure on the company’s IT system, which became hard to maintain
• Increased call traffic provided an opportunity to upgrade
Solution
• A feature rich NEC IP communications server
• The collaborative Unified Communications Business
Application, to raise productivity and efficiency
• Q-Master contact centre applications for 15 agents
Results
• A simpler and more reliable telephony system
• Improved staff efficiency and customer service
• Enhancing member retention through better communication handling
Hardware/Applications
• SV8100 Communications Server
• Unified Communications for Business (UCB)
• Q-Master