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Online Pension Aggregator PensionBee Migrates to Vonage for 'Bee Keeping'
When it comes to retirement accounts or pensions, many workers often find they’re leaving benefits across multiple companies, which can make it awkward to manage. While these benefits can often be combined, the process can be onerous and expensive.
PensionBee promises to help workers find and transfer old pensions into a brand-new plan. The UK-based company provides sign-ups with personal customer support from an account manager, or "BeeKeeper,” who will let the customer know of any exit fees of more than £10, and keep them updated about the process. Using PensionBee to locate pensions is free. Once pensions are invested into a single account, PensionBee takes an annual management fee ranging from 0.50 percent to 0.95 percent, depending on which plan a customer chooses.
The process, of course, is very customer service heavy and requires a significant call center management approach. The PensionBee app, which is built on Salesforce, allows customers to keep track of their “pot size” (as they call it) and projected retirement income, and set up contributions in a few clicks. But live service will always be required. Pensions are high on consumers priority list, and the “BeeKeepers” stay busy reassuring, calming and guiding. For this reason, the company needed a highly interpersonal customer support platform for its more than 60,000 active customers in the UK.
Following an RFP process for a call center management solution, the company selected Vonage (News - Alert)'s cloud contact center solution for its Salesforce integration, WebRTC capabilities, dynamic routing and reporting capabilities, together with its flexibility and scalability. Vonage also offers Conversation Analyzer, an integrated speech analytics technology, which can be added to the core solution. Salesforce integration is central to the solution, according to PensionBee, allowing them to create better customer experiences.
"We're extremely pleased to be bringing the incredible combination of Salesforce and Vonage to PensionBee,” said Tess Nicholson, VP of Operations at PensionBee. “Following a quick implementation, we now have a single, scalable cloud contact center solution across our business, which will enable our teams to improve every interaction they have with customers."
Edited by Maurice Nagle