Case Study: Brighter Super transforms customer and employee experiences with RingCentral

Brighter Super scales to 250,000 members with RingCentral

Brighter Super, a Queensland-based superannuation fund, faced a significant challenge with its outdated contact center platform. Following industry deregulation, superior customer service became a key competitive differentiator, but their existing system could not support a full omnichannel operation or scale to meet the needs of impending mergers. They sought a new solution that could integrate with Salesforce and provide advanced capabilities like post-call surveys. The vendor, RingCentral, offered its cloud-based Contact Center platform.

RingCentral implemented a solution that seamlessly integrated with Salesforce, providing an omnichannel contact center with robust features like customizable IVRs and post-call surveys that triggered alerts for low member scores. The results were transformative; Brighter Super smoothly scaled its operations from 12 to over 55 agents and from 150 to 1,500 calls daily to support a six-fold increase in members after two major mergers. The RingCentral platform provided critical reporting for leadership, improved agent efficiency, and enabled the addition of Workforce Management tools, fundamentally transforming both the customer and employee experience.

Brighter Super