Here throughout, for innovative member and policyholder communications that drive engagement and enhance satisfaction.
Effective communications break down barriers to engagement, increases satisfaction and drives-up adoption of digital services. With 189 years’ experience across the retail and workplace wealth, life, pension markets, we’re here throughout to support, educate and engage each end every member and policyholder during their unique journey towards and beyond retirement.
We understand the role engagement and communication can play in addressing audience-specific business challenges, experienced by schemes of all sizes.
Drive a shift in preference towards digital self-service
Encouraging members and policyholders to shift their preference towards digital self-service is a challenge faced by schemes of all sizes. And it’s not enough to simply provide self-service; customers need to know it’s there.
A well-executed communications strategy is essential to signposting the right channels based on need and plays a key role in building confidence.
The more members and policyholders understand about their benefits, the more confident they feel using self-service tools to transact with their pension. In doing so, they will become less reliant on one-to-one contact over the phone.
Guide your members and policyholders to the right information on the right channels at the right times
Given the complexity of pensions, it’s no surprise that members and policyholders want to speak to you when they have a question. Yet, our research shows that around 10% of inbound contact is from customers seeking information that could have obtained without calling or emailing at all, if it were available elsewhere.
Your comms and engagement strategy is key to addressing this. Our experts can help you build and execute customer-centric communications and engagement strategy that increases confidence through education, and guides members and policyholders to the answers they are seeking on the best and most relevant channel.
Our research shows that members and policyholders with better pensions knowledge are happier overall
In a survey of over 9,000 pension scheme members, we saw a strong correlation in how they rated their pensions knowledge with their overall service satisfaction.
When consumers interact with their pension, they typically do so to undertake a specific action based on something that’s happening in their life.
Schemes with well optimised customer facing channels, with content built for non-pensions experts, can provide users with immediate access to the information they seek, increase understanding and enhance satisfaction in the process.
The production of traditional communications can be complex, time consuming and expensive
This doesn’t stop when your communications are published. You must then ensure they stay relevant against a tide of legislative change, shifting consumer expectations, and a rapidly evolving technological landscape.
What does that mean for you? The need to tightly manage costs, the demand for increased effort and further complexity.
For schemes with smaller budgets, this can simply mean that high grade, customer-centric communications are unaffordable. We’re breaking these accepted norms, ushering in a new approach that is as dynamic and responsive as it is cost effective for schemes of all sizes.
Despite the obvious benefits, there are a range of challenges that limit access to and adoption of high-end communications across the UK pension market. Three of the most common are:
Cost
Creating and maintaining communications creates a significant and ongoing cost overhead. Even hiring-in expertise can be expensive, especially on the traditional basis where every item is created specifically for you. This limits access to high quality comms for small and medium sized schemes. This is a picture our innovative service is here to challenge.
Effort
A huge amount of effort and expertise is required, involving multiple stakeholders, to create communications. A further investment of time, on an ongoing basis, is then required to keep everything fresh and up to date. This means that many communications offerings are static, rigid and involve further cost to keep updated, severely limiting responsiveness of your content. We’re tackling this head-on with a different approach that delivers fresh, relevant content at little extra cost or effort for you.
Complexity
Pensions are complex and are only likely to become even more so. It takes skill and expert knowledge to put yourself in the shoes of a member who knows nothing at all about pensions and help them to understand these intricate concepts. That’s where our experts come in, translating the complexity into clear content that actually enhances consumer understanding, drives improved satisfaction and increases engagement.
Communications and digital strategy & consultancy
Focus groups, research and insight
Packaged communications solutions
Bespoke communications packages
Event, podcasts, video and campaign production
EQ is one of the largest providers of technology and outsourcing solutions in the industry. Stay ahead with market expertise. Benefit from our investments in colleagues and technology. Evolve through continuous development.
Our dedicated team ensures that we deliver the best possible service to our clients.
Rob Beverley
Managing Director - Strategic Relationship & Business Development
Rob heads up the business development team, progressing opportunities with existing clients and developing new relationships with prospective clients across the Workplace, Wealth, Life and Pensions markets.
Our expert team can help with any aspect of our solutions; BPO & TPA admin, retirement administration platforms and business transformation services.
Rob Walker
Director of Customer Experience
Rob is an accomplished leader in communications, digital, marketing and media. At EQ Rob has pioneered the development and execution of digital, communications and engagement strategies as well as introducing fresh new tools and approaches that drive channel shift and tangibly enhance member and policyholder outcomes.
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