Case Study: Sunsuper achieves faster responses and higher member satisfaction with Genesys PureConnect

Sunsuper puts customers and agents at the heart of everything to improve service and drive business growth

Sunsuper, one of Australia’s fastest‑growing top‑10 super funds managing about $58 billion for 1.3 million members, needed to modernise its contact centre after rapid growth. Agents were juggling multiple disparate systems, onboarding was lengthy and costly, and response times were slow — creating barriers to customer experience, staff productivity and business performance.

Working with partner QPC, Sunsuper implemented the Genesys PureConnect omnichannel platform (inbound/outbound, self‑service, automation and workforce engagement management), rolling the solution from an 80‑agent trial to 250 users. The unified system cut email and web response times from 2–3 days to around 3 hours, lifted member satisfaction by 2% with more “excellent” ratings, improved online fulfilment and streamlined administration so staff can focus on higher‑value member conversations.

Sunsuper

Amalie White

Head of Customer Interactions