Case Study: QSuper (Australia’s leading superannuation fund) achieves cost savings, improved efficiency and better customer service with OpenText Case360

QSuper Creates Strategic Case Management Platform with OpenText

QSuper, one of Australia’s largest superannuation funds with nearly 800 staff managing over $36 billion for 540,000+ members, faced an ageing, fragmented workflow environment that could not support growth. The legacy system had limited functionality, frequent downtime, no disaster recovery, eight separate operational systems and many manual repositories, leading to poor reporting, high maintenance costs and slower customer response.

QSuper implemented OpenText Case360 and managerView to build workQ, a strategic case management platform rolled out across benefit payments, member operations and the contact centre. The new, highly available solution now handles 78% of customer administration, allowed decommissioning of five legacy systems, and reduced manual reporting from 40 hours to 30 minutes per week (a 99% drop). The result: lower costs, faster employee workflows, improved customer responsiveness and a scalable platform for future automation and integration.

QSuper

Ian Gream

Application Owner, Change and Service Experience