Sunsuper upscales its member experience with Quadient Inspire
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CASE STUDY Sunsuper upscales its member experience with Quadient Inspire Sunsuper has been taking care of members’ superannuation since 1987 and, today, is one of Australia’s largest and fastest growing funds managing over $70 billion for over 1.4 million members. Sunsuper’s profit-for-members philosophy enables them to offer low fees and a broad range of enhanced services. Sunsuper also helps more than 100,000 employers across the country manage their super obligations easily and efficiently.
Sunsuper understands
service and experience is
a competitive advantage.
This principle is evident
as they are one of
Australia’s most awarded
funds receiving the
highest ratings from
independent agencies
including Chant West,
SuperRatings, and
Selecting Super.
The FS2020 Program Key Business Drivers for Change
Now in its final year of roll-out, Sunsuper established To respond to industry and regulatory changes, as well
the FS2020 Program as a vehicle to achieve its as keeping members at the centre of everything they
Future State strategic objectives. The FS2020 do, Sunsuper concluded that their current situation
Program is a People, Process and Technology needed improvement with key business drivers being:
transformation program with the following vision:
• Reduced time-to-market for new and
“In 2020, everything we do will be about creating the best enhanced products through reducing both
member experience by making the hard things easy and development time and reliance on IT;
by helping our members before they know they need it.”
• Increased electronic fulfilment and
The Existing Communications Landscape Straight-Through-Processing.
The existing situation at Sunsuper was: • Improved member experience, service
quality and business growth capability.
• Separate solutions to manage print communications
(Thunderhead) and digital communications • Improved member insights and analytics capability.
(ExactTarget/Salesforce Marketing Cloud).
• Reduced cost-to-serve by leveraging optimal channels
• The existing Thunderhead system was End-of-Life for targeted end-to-end member experience.
• Limited ability to comprehensively track customer
correspondence across all channels (digital and physical)
• No automatic escalation processes for
undelivered communications.
• Difficult to produce WCAG2 correspondence
for members with visual disability.
• No ability to process real time and batch
communications simultaneously.
• Bottlenecked systems that constrained
growing communication volumes.
The TCCC Project: To Deliver Quadient Inspire
Timely, Consistent, Automated for the TCCC Project
and Compliant Customer After a competitive tender process, Quadient
Communications Inspire was selected to provide Sunsuper’s next
generation, multi-channel communications experience
The Transforming Customer Communication management platform. Consistently named as an
Channels (TCCC) project was established to industry leader by analysts; Quadient Inspire provides
select the core technology and realise a solution a wide range of capabilities to enable Sunsuper
to consolidate and simplify the customer to meet their communication requirements.
communications technology environment, simplifying
business operations and reducing costs. Beyond the Inspire platform, Quadient demonstrated an
understanding of Sunsuper’s business and were willing
Sunsuper was seeking a solution to support both to invest time to ensure that the Quadient platform and
high-volume and real time interactions to engage services were aligned to meet Sunsuper’s objectives.
members with relevant, personalised, timely and Quadient’s customers were willing to share their
actionable communications. They needed the ability experience, from both the perspectives of technological
to orchestrate the delivery of communications across capability and working with Quadient as a partner.
both physical and digital channels to ensure members,
employers and advisors are kept informed and to Recognising the importance of customer communications
meet their compliance and governance obligations. for their members, Sunsuper elected to acquire and
manage the platform in their own enterprise cloud
As such, Sunsuper required a platform that environment, running on Microsoft Azure with Docker
would be available and reliable at scale. containerisation and Kubernetes management, the
first Quadient customer globally to do so. Sunsuper
utilises the Quadient Cloud to deliver email, SMS
messaging and push notifications to customers,
fully integrated with their Inspire platform.
Sunsuper appointed Quadient’s professional services
team to support them in the design, implementation and
configuration of their Inspire solution. Quadient provided
training and team augmentation services, supporting
Sunsuper as they rolled out an increasing range of
services and established their Centre of Excellence.
“On 2 July [2018] Sunsuper Sunsuper’s solution fully complies with APRA security
requirements while providing high-availability,
successfully released the first scalability and disaster recovery and the ability
instalment of Inspire, Quadient’s to readily orchestrate multiple workloads – as
top of the line CCM solution. The featured in the Sunsuper Presentation: Quadient
internal project delivery team Inspire Architecture (feat. Docker / Kubernetes)
by Jonathon Kopel, Solution Architect at
are tasked with the delivery Sunsuper at Quadient Innovation Day 2019.
of a smart, simple, scalable
solution that will transform the The solution today supports:
way Sunsuper communicates • 400 Member Support staff creating and sending
with its customers. They have controlled ad-hoc correspondence through
worked closely with Quadient integration of Inspire Interactive with their CRM.
Professional Services over the
• Mobile app push notifications via
past 8-months to achieve a Quadient’s digital services.
quality result in a condensed
time period. • 24 x 7 Operation (to support their
online member portal)
Working closely with the • 180+ templates (excluding variations)
Quadient team we have been
• About 20,000 to 50,000 near real time
able to significantly uplift the micro batches per day including interactive
composition volumes, reduce communications, one-time pins and notifications.
operational spend on templates,
• 5 to 15 large batches per day with each having
increased tracking visibility about 5,000 to 350,000 correspondence pieces.
and provide greater control
to the business in triggering
correspondence.”
Josh Kimber, Sunsuper TCCC Project Manager
About Quadient®
Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing
on Customer Experience Management, Business Process Automation, Mail-related Solutions, and Parcel
Locker Solutions, Quadient helps hundreds of thousands of customers worldwide simplify the connection
between people and what matters. For more information about Quadient, visit www.quadient.com.
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