Case Study: Superannuation Funding Company achieves improved member experience and handles 200% call surge with ipSCAPE

Superannuation Funding Company - Customer Case Study

Superannuation Funding Company, a superannuation fund serving electrical contractors and their employees, decided to bring member services back in‑house and needed a feature‑rich cloud contact centre to improve and measure member experience. They required a multi‑channel solution (Voice, Web Chat, SMS), built‑in customer feedback (CSAT) capability, and a partner to help implement contact‑centre best practices — so they engaged ipSCAPE for a cloud contact centre and multi‑channel communications platform.

ipSCAPE delivered its cloud contact centre, training and implementation support, including IVR routing, post‑call surveys for CSAT, Maintain Position in Queue callbacks and Web Chat, and enabled a seamless work‑from‑home setup. As a result, ipSCAPE helped the Superannuation Funding Company scale to handle a 200% surge in calls during COVID‑19, track and act on customer satisfaction metrics, reduce on‑hold time via callbacks, and extend support across digital channels.