Text messaging service for scheme members.

19/01/2012

Workplace Savings are constantly looking at ways to drive engagement through employer sponsored savings schemes. We're achieving this by providing regular and better information to customers in ways that are useful and convenient to them.

One of our key offerings is a text messaging service for existing customers who can sign up for regular updates about their pension plan to keep informed during key events.

In the run up to retirement, we send regular messages to customers to confirm receipt of their claim forms. As well as letting them know when tax-free cash will be paid into their bank account and when their annuity has been set up.

We've extended this service to customers transferring pension funds to Legal & General.  We send texts to:

• acknowledge receipt of the application form
• request missing information required to complete the process
• and to confirm when the transfer has been finalised.

Our Service Centre also help customers making general enquiries via their mobile phone who are not in a place where they can write down information. An example of this was when a customer called the help desk from a train station in London and wanted our head office address. A simple text was sent with the information.

We've seen the demand for text messaging significantly increase over the past year and we're now looking at ways in which to further engage with our customers using this service ahead of the Auto Enrolment changes in 2012.