REST revitalises its voice of customer program

To find the insights that matter and act on them across all departments from marketing, operations to customer service teams, the Retail Employees Superannuation Trust (REST), implemented the InMoment platform including advanced text analytics with Spotlight data mining and case management.

The initial problem was increasing visibility and awareness. As one of Australia’s largest investment and retirement funds with over 2 million members and managing a portfolio of over $45 billion in funds, REST needed to address a pressing challenge of a lack of visibility into critical touchpoints of the customer experience journey and gaining deeper insights into the voice of the customer.

The results have been deeper customer insights and new voice of customer and employer rollouts. REST has gained the ability to measure, manage and engage members and employers in real time, where it can make the biggest impact. At the same time, the company can close the loop through multiple channels such as email, SMS, social, live chat, contact centre and site intercept.

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