Aware Super has created a new feature on its app where members can track the progress of their transactions in real time.
‘My Activities’, the app’s new feature, enables clients to have 24/7 visibility of their superannuation transactions.
Over the last 24 months, the fund identified that transaction inquiries were the number one reason why members were calling its support centre for help. Over 250,000 calls per year were relating to this topic.
The move was inspired by the growing popularity of online retail, food delivery, and ridesharing businesses where individuals have live access to see where their items are.
According to Jo Brennan, Aware’s chief operating officer, the change in Australians embracing remote working meant members were more frustrated with the “slow and outdated” paper-based processes that super funds rely on.
“Today you can track your rides, your groceries, even the settlement of a home purchase all online – but we were still asking superannuation members to download, complete and post a paper form, and wait,” she explained.
“With My Activities, our members can follow their transactions directly from their mobile app
or via our secure online member portal, so they always know where their transaction is up to,
and when they can expect it to be completed.”
The fund expects the new feature to save up to 200,000 phone calls from members over the next 12 months.
Brennan continued: “That’s thousands of hours of valuable time back to our members by making it easier to follow their transaction progress wherever they are, at a time that’s convenient for them.”
