Superpartners is the backbone of many superannuation funds. The name may not be immediately familiar, but chances are most Australians have spoken to one of their contact centre operators. Providing customer call centre services is only one of the company\u2019s functions, but being the largest superannuation administrator in Australia, CIO Gary Evans and Head of IT Operations Sinan Erbay knew the importance of getting customer relations right.\n\u201cWe have five call centres that provide superannuation services to some six million members and over 700,000 employees. We service super funds like Hesta, AustralianSuper and Cbus,\u201d Evans said.\nWith such a large operation and responsibility, both Evans and Erbay saw the need to upgrade its call the technology, beginning the rollout 18 months ago.\n\u201cThe previous contact centre solution had technology that wasn\u2019t doing what we needed,\u201d Erbay said. \u201cIntegration into our existing systems was quite complex. Managing and running the contact centre with 500 staff obviously meant we didn\u2019t want the structure to fail.\u201d\nHaving surveyed the market, Evans and Erbay chose a Telstra solution and are beginning to see the benefits of the upgrade.\n\u201cFrom a deployment point of view, it was quite seamless. We were running five contact centres that were operating throughout Australia, a number of different platforms and there was no continuity. Telstra came in to manage it and there was hardly any disruption to any of our services,\u201d Erbay said.\nSuperpartners took six months to transition to the new platform and Erbay said as well as having a single platform servicing its users, the project benefits include a reduction in costs. The planned return on investment is three years.\n\u201cBeing in a sector where the contact centres have a large amount of staff movement, we do need to ramp up and down quite quickly,\u201d Erbay said.\nEvans said in addition to choosing the right partner, CIOs looking to move to a similar contact centre solution should ensure they plan efficiently.\n\u201cWorking with a partner that knows what they\u2019re doing is important and Telstra provided us with the right people. But make sure you think any deployment plans out and that you have the people in place. It\u2019s about having the right planning and capability up front.\u201d\nSuperpartners is now working on several software updates, as well as looking at the possibility of moving to the cloud.\n\u201cWe\u2019re installing software packages and updating a number of our websites,\u201d Evans said. \u201cWe\u2019re reviewing our strategy in this area. Over the next 12 to 36 months, we\u2019re looking at our own private solution that will provide us with a data centre,\u201d he said.