Intelligent CIO APAC Issue 16 - Page 57

CASE STUDY

Boomi , a Dell Technologies business , has announced that superannuation fund HESTA has leveraged the Boomi platform to launch its Member Online portal , enabling it to provide 24 / 7 personalized member experiences and support an increased number of queries as members sought information on their superannuation in response to the pandemic .

HESTA is a national industry superfund for people working in health and community services . It supports more than 870,000 members – more than 80 % of which are women – and manages AU $ 52 billion in assets .
As part of a strategy focused on digital innovation and using data insights to deliver seamless , personalized experiences for its members , HESTA used the Boomi integration Platform- As-a-Service ( iPaaS ) to help build its own online member portal to deliver tailored support to each of its members .
Sheena Peeters , General Manager Technology at HESTA , said the Members Online portal was a critical customer engagement channel as it enabled members – many of whom are shift workers managing irregular hours – to access the services and information they need when they needed it .
“ Our members are critical frontline workers ,” said Peeters . “ Not only are they incredibly busy , but many of them do shift work . Digital channels like Members Online allow us to be there for them 24 / 7 , and ensure we ’ re serving them the right information at the right time .”
Peeters said in order to provide personalized member experiences , HESTA needed real-time access to its customer data , the ability to rapidly innovate and deliver customer value , and connections between multiple cloud applications and the superannuation fund ’ s core data sources .
The ability to easily integrate 150 processes and connect almost 30 corporate systems in a hub-and-spoke architecture with a low-code design empowered HESTA to design , develop and deliver its own online portal . More recently , it also successfully built a cloud-based call center in under a month , integrating with its CRM , online portal and other digital channels so frontline staff have real-time data at their fingertips to give members personalized services in their time of need .
“ Building our integration layer with the Boomi platform allowed us to quickly adapt Members Online to deliver to evolving member expectations as we go ,” said Peeters . “ It has also given us the ability to constantly iterate and release new functionality very quickly because it ’ s so easy to use . When you ’ re integrating the multiple systems and processes required to drive an online portal , there ’ s no room for complexity or extensive coding .”
Unlocking data to overcome newfound challenges
Katrina Waghorne , General Manager Digital at HESTA , said this ability to rapidly respond to member demand and integrate the necessary data across multiple applications proved pivotal in response to COVID-19 .
“ Last year we saw high volumes of traffic to the portal and website . Through Member Online , we were able to very quickly deliver specific messages that assisted our members .
“ Before implementing a data integration layer , we didn ’ t have access to the data needed to create personalized experiences at scale . Boomi has supported us so to deliver individually tailored experiences to members that will help us make a real difference to their financial future .”
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