Superannuation CRM

An out-of-the-box CRM solution for Superannuation that works with aggregated data in near real-time.

A key focus of superannuation is to provide timely and accurate information to Members.  Traditionally, this process has involved access to multiple disparate systems that require highly-skilled operators to collect and interpret the data and then format it in a way that is useful to the Member.

Oban’s Superannuation CRM (SCRM) will play a significant role in contributing to an overall landscape of new technology and new processes, that in the long-term will materially improve the benefits of superannuation for Members and in the short-term will allow Funds to better understand and communicate with their Members.

Key features of the SCRM include:

• Access to near real-time Registry data via a variety of methods:
  • API calls for passing requests to the Registry (e.g. request a change in insurance cover)
  • ETL for passing data from the Registry to the CRM (e.g. member address)
  • virtual entities for a view into database tables in the Registry (e.g. transaction records)
• Contact centre integration 
• Document management integration
• Set of standard member detail forms (e.g. contact, address, insurance, nominated dependants)
• Task management system
• History of every event that has happened to the Member, like:
  • Registry actions (e.g. new member, contribution received, cover increase, change address)
  • CRM actions (e.g. task has been completed)
  • contact centre communication (e.g. phone call, video conference)
  • document received (e.g. change nominated beneficiaries form)
  • ability to view generated documents (e.g. member statement)

Document Management

Whilst it is desirable to encourage data capture via digital means like self-service Member Portals and Smartphone Apps, it remains necessary to offer the traditional paper-based approach to data capture.  Most Funds provide paper forms that can be downloaded from their public websites.  Some even supply interactive PDFs that can be completed online and emailed to the Fund.

Irrespective of whether the form is printed and posted, or emailed to the Fund, there remains the exercise of extracting the information off the form prior to processing the data.

Recognising that paper forms will not be going away anytime soon, Oban has integrated a document capture methodology into its CRM offering.  This addon to Oban’s Superannuation CRM solution works as follows:

• Document is scanned and processed through an OCR/ICR engine
• The OCRed data is written to a CRM staging table
• The scanned PDF document will be stored in a document management system (e.g. SharePoint, Cosmos) with Tax File Numbers redacted
• A plugin is executed that validates the scanned data which includes a step to identify the Member:
  • If the data is valid, a record is written to the target table
  • If errors are found, a task is created for a user in the Document Management Unit to correct the data

Once valid data is written to the target database table, the associated workflow will be initiated to process the record (e.g. authorisation, process, notification, etc).