Client

Global retail and investment bank

Relationship since

2005

Industry

Banking and Finance

Results

Seamless implementation and member communications

Challenge

Since 2005, Standard Life has provided pension solutions for one of the largest global retail and investment banks. Specifically focusing on their UK employees, we've supported those just joining the workforce right through to those approaching retirement.

Fast-forward to 2020, and the bank wanted to change their existing – and complex – tiered contribution structure for those aged under 30, as well as for new hires. This made up a significant proportion of their workforce.

So the challenge was not only technical and complex, but also targeted specific groups of employees. That meant a one-size-fits-all approach simply wouldn't suit. With such a large and diverse UK workforce, we needed to offer a flexible and tailored solution for the bank and their members.

The bank needed us to:

  • Streamline and simplify the contribution structure and deliver their new flat-rate structure
  • Maximise efficiency and minimise the admin burden on their teams
  • Run a segmented communications programme suitable for multiple generations of members with different needs

Solution

We successfully delivered a range of new solutions for the bank, all whilst maintaining a consistently high level of service across their other existing pension schemes.

  • Delivering a new Master Trust

    The new Master Trust included the simplified, flat-rate structure the bank wanted for their members. It also meant there was a strong governance structure in place to ensure members got good value from their pension plan.

  • Launching an online communications hub

    Using the digital Lifelens platform, we helped the bank launch their first ever online communications hub. This enabled streamlined processes for the client – and personalised messaging for their members.

  • Supporting members

    We provided guidance and financial wellbeing support to all members, through a range of engaging employee presentations, webinars, and pop-up events.

Revolutionising member engagement

To help the bank make the most of their new Master Trust, they needed an intelligent online communications platform. The goal was to provide segmented content, support, and guidance to employees impacted by the new scheme structure. And at the same time, messaging had to be tailored and relevant to other members in the bank who weren’t directly impacted by the changes.

Our approach was a bespoke implementation of the Lifelens platform. This incorporated a new client-centred communications hub, personalised dashboard, and showcase for members – and proved to be a game changer for the bank.

  • Communication: Standard Life and the bank could brand, display, and send members targeted and segmented communications, including animated videos. Members get a supporting video when they receive their Annual Statement - this is an example:
  • Personalisation: The content tiles displayed on Lifelens could be tailored to each member’s pension plan type, age, plan value, and much more
  • Efficiency: Thanks to single-sign-on, members could instantly log into their own personalised pension servicing dashboards and link into the bank's intranet and pension website
  • Less admin: Integration with HR and payroll systems meant that manual jobs could become automated

Seamless implementation

Throughout implementation, our in-house admin team supported the bank and set up a dedicated phone line, so that members could contact Standard Life whenever they needed to. We also deployed a virtual client team to support the bank during the life of the project.

To support communications, our in-house marketing team, 56 degrees, delivered engaging presentations to explain the changes and benefits to the bank's pension scheme members. They covered a wide range of topics from introductions to financial planning, mortgages, and protection through to estate and retirement planning.

Results

We feel like we are listened to and that Standard Life are, and continue to be, responsive. We feel like you have really wrapped your arms around us and we feel loved and protected.

I am very happy with the ongoing partnership and it felt like we were working as part of the same team and this allowed us to have a seamless launch of the comms hub and DC Master Trust.

As our largest supplier, Standard Life is the one with the least noise.

I wanted to say how pleased I am with our recent launches in partnership with Standard Life. This project has been a long time in development and it all went to plan, thanks in a very large part to the professionalism and dedication of the Standard Life team.

- Client

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