Client Services

Client Services is a division of FuturePlus and provides a number of services to our members.

• Member Services Contact Centre
• Marketing and Communications
• Research & Service Quality Tracking
• Product Management
• Branch Network

Member Services Contact Centre

The most common method of member contact is by phone, through our Member Services Contact Centre.

All Member Services Officers undergo an extensive training and induction program so that they can provide members with accurate and appropriate information. They are graded using both internal and external criteria, to ensure they are offering the highest quality service.

Service quality is supported by our policy of utilising a “call back” program, whereby an independent organisation makes follow up phone calls to members who have recently made contact with Member Services. In this way we can determine their level of satisfaction with our service.

The Member Services Contact Centre also complies with Financial Services Reform requirements.

Marketing and communications

The need for ongoing communication with members and key stakeholders is important to us. FuturePlus manages the strategic marketing and communication functions and delivers graphic design capabilities for all its clients’ brands, including:

• Writing, design and development of Product Disclosure Statements;
• Annual Reports development;
• Newsletters (quarterly and 6 monthly);
• Electronic Newsletters and mail campaigns;
• Statement mailings (interim and annual);
• Product cross-sell campaigns;
• Website design and development;
• A member loyalty program: the Fair Go Member Benefits Program;
• Branch merchandising;
• Design of member welcome kits; and
• Direct mail management.

Research & service quality tracking

FuturePlus conducts regular research to assess the effectiveness of our various offerings. This includes member satisfaction surveys of the services provided by our Financial Planners, Account Managers, seminars, site visits, phone service, statements and websites. In a survey conducted in 2004, our clients’ members rated member satisfaction as 92% better than other service providers (As per Omnibus results and Woolcott customer research conducted).

We also conduct a “call back” program on an ongoing basis and arrange focus groups and special purpose surveys to address specific member and communication issues.
 

Product Management

In a constantly changing and highly regulated environment, it is important for FuturePlus to monitor, manage and effectively communicate internal and external changes throughout the business. This process is managed from the top down by the Product Management and Training team and includes:

• Product Design and Management;
• Preparation and presentation of Board papers;
• Development of policies and procedures;
• Product gap and market analysis;
• Communication of changes/developments to the rest of the business;
• Management and updating of Product Disclosure Statements and other documentation; and
• Training of staff.

Branch network

Members have access to Member Services Officers and Financial Planners at our Sydney office and regional offices in Lismore, Orange, Wagga Wagga, Wollongong, Parramatta, Newcastle and Albury.

In addition, we have a team of 8 Account Managers who conduct site visits, seminars and on-site one-on-one consultations. Members find these one-on-one consultations invaluable as the Account Management team is equipped to provide a tailored service and wherever financial advice is required, they can refer them to a Financial Planner.

Account Managers also visit over 800 work sites a year. Both individual members and employers find these visits extremely valuable in helping to keep them informed of developments affecting their superannuation and it provides us with an opportunity to get direct feedback on issues of concern.

Lastly, the branch network as a whole, case manages relationships with members to ensure they have one point of contact that provides consistent and quality service. Each relationship is further supported by a Statement of Advice, which is a written document given to a member after a meeting that details any information or advice provided. This document ensures the member understands the information or advice provided and is recorded against a member’s record within our CRM system.