SS&C said the right small changes for members added up over their working life. It said funds needed to have customer data at service representatives’ fingers and make sure that the right information made its way to the right members, at the right time.
It also said funds needed to gather data on social and economic trends that had an impact on members’ saving, spending, and retirement planning habits. Surveys, SS&C, said were a way to take the “pulse” of members.
Rice Warner head of super, Steve Freeborn, said: “Ultimately it’s about the data you collect on your customers and how you use it. What are they interested in, what do they care about, what’s going to drive them? That’s going to shape your educational program and the content you deliver to them”.