Case Study: Smart Pension drives data-driven partnerships and product innovation with Olark live chat

Smart Pension uses live chat data for partnerships

Smart Pension, a London-based workplace pension provider helping employers comply with the UK’s auto-enrolment rules, faced two linked challenges: employers needed real-time support to understand and complete enrolment tasks, and customers repeatedly asked for payroll integrations to avoid manual data uploads — but the company had limited development resources and needed to prioritise which integrations to build first.

Smart Pension added Olark live chat across its site to provide expert, real-time help and to capture conversation transcripts. By analysing chat data to see which payroll providers were most requested (weighted by company size), the team prioritized integration partners, accelerated enrolments with faster support and link-sharing, initiated multiple partnership discussions, and adjusted its product roadmap — including building its own payroll platform — leading to greater efficiency and happier customers.

Smart Pension