‘New school’ for the win

Mercer's "new school" approach to super admin has helped the firm win superannuation/fund management provider of the year at FST Media's awards last night.

The award recognised the firm's technological leadership and disruptive innovation that helped it revolutionise the way it services customers and corporate clients.

Commenting on the award, Mercer financial services business leader in the Pacific, Andrew Godfrey, said the firm's focus on its customers was changing the firm from a good customer service provider to a great one.

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"We've deliberately designed new products, changed our approach to customer service and invested in new technology to shake up the way we do business and add real value to customers and clients," Godfrey said.

"We've adopted a ‘new school' approach to super administration to personalise everything we do for members, and we think it will differentiate us in the market."

Mercer's "go to market" operating model with the customer is being driver by digital transformation, customer management, marketing automation, operating model, and workforce management.

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