Russell and IBM Enter Strategic Relationship to Provide Next Generation Superannuation Administration Services

Russell and IBM Enter Strategic Relationship to Provide Next Generation Superannuation Administration Services

Investment and superannuation specialist Russell Investment Group and global business consulting and technology organisation IBM today announced a seven-year, A$140m Business Transformation Outsourcing (BTO) agreement. Under the terms of the agreement IBM will assume operation of Russell’s Member Administration Service Centre in Australia and becomes a significant provider of superannuation member administration in Australia.

The agreement will involve the transition of the Service Centre operations and a majority of the Service Centre’s 199 staff to a wholly owned subsidiary of IBM Australia. Russell will maintain all client relationship functions, while IBM will leverage its global consulting know-how and IT skills to transform and improve the service experience members have with their superannuation fund. Initial work will include the implementation of new customer relationship management processes and technologies to provide more flexible and responsive member services.

Over time, IBM will create a highly personalised experience for members, delivering an integrated multi-channel service offering — across web, phone and on-site facilities. This next-generation member services offering is expected to set new benchmarks in service and quality.

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