Case Study

Delivering customer service on a whole new level

Nambawan Super Limited is the corporate trustee of the Nambawan Superannuation Fund, an Authorised Superannuation Fund, operating as an accumulation fund. They are the oldest fund operating in Papua New Guinea with over 200,000 members.

Morgana Prior V4 Black&white

“How we produce our annual member statements has changed completely for the better. Airdocs has opened our eyes to the different things we could do with our data and solved some of our data issues.”

Morgana Prior General Manager: Brand, Marketing & Communication – Nambawan Super

Our challenge

As part of the rebrand underway, Nambawan knew that transitioning our members’ annual statements would require careful consideration and planning. Our goal was to produce informative, customer-centric documents that helped members actively plan for their retirement according to their stage in life.

Our statements not only had to look good they had to work harder and smarter; be far more data-driven and personalised to each member. Plus, we had to find a way to ensure our members received their statements in a country that is turning to digital channels over post, that prefers PDF attachments in emails to clicking on links. To turn our vision into a reality we needed outside help.

How we produce our annual member statements has changed completely for the better. Airdocs has opened our eyes to the different things we could do with our data and solved some of our data issues.

Morgana Prior General Manager: Brand, Marketing & Communication – Nambawan Super

Why Airdocs

We chose Airdocs because we felt they understood our brief better and were confident in their ability to work fast and deliver in a timely manner.

They also demonstrated they had the experience and the tools to generate the beautiful looking, easy to digest, highly customised statements we were looking for. With the sample data we sent them, they quickly proved their ability to segment and transform data, and to create complex templates with a lot of clever dynamic fields and wild cards.

Their multi-channel delivery platform, Clever Correspondence, could easily handle the distribution of all statements via email and had powerful reporting. We could track and trace every statement sent, know where it was in the process and whether a member had opened theirs or not.

Their pricing model was competitive too. To have all those systems and people in-house is not really core to our business, or our Fund Administrator. Using Airdocs’ cloud-based platform simply made economic sense to us.

A great result

In less than one month, Airdocs helped us lift our customer service capability to a whole new level. Feedback from our customers has been overwhelmingly positive. Many thanking us for the improvements we have made to their statements and how much easier it is to receive them.

See more case studies

Nextsense Logo

“The new DocuSign and Airdocs system means we can create and complete agreements in-person now, rather than printing all the documents out and taking them home.”

Kristina Testore Business Improvement Lead
Mylifefinance Logo

“With Airdocs, we’ve a very supportive provider. They have capable people with extensive experience, as well as great ideas and cool tech. Our implementation was best-in-class.”

Zvonko Balic Chief Technology Ofiicer
Myhomecare Logo

“Airdocs’ Clever Correspondence platform does not feel like a bunch of cobbled together products like other, more traditional vendors in the CCM space. It had been designed with organisations like ours in mind: to make it simple for us to create and deliver mass communications, customised to each person, and sent according to preference (e.g., digitally or in print).”

Jerome Barrientos Chief Technology Officer
Anonymous Logo

A leading health insurer in Australia is sending close to a million policyholders notifications of their new premiums each year. Moving to Airdocs, hosted on Microsoft Azure , empowered the health insurer to create a highly personalised customer experience in a streamlined and cost-effective way.

Anonymous Health Insurance
Integricare Logo

“We’ve saved tens of thousands of dollars in administrative costs alone, not to mention that Airdocs makes our brand look better.”

Lee Grunberg President & CEO
Australian Ethical

“They were integral to the creation of our new statement, to us being able to show clients that their money matters and can make a difference in the world.”

Sandip Pinnawalage Head of Product
Eremea Logo Round

“When you engage with Airdocs it’s a conversation about you. What you’re trying to do and how they can best serve you. It’s about ‘How can we help?’ and ‘Let’s find a way.’ It’s energetic and always solution focused.”

Meni Kritikos Managing Director
Generation Life Logo

With Airdocs, it’s not just a one-way street where we provide requirements and they do the work for us. They give us helpful recommendations, insights and clarity to think about what’s next for our business and how we can continue to improve our offering.

Kit Tong Marketing Technology Manager
Contact Us
Small Favicon

Get started with a demo from an Airdocs representative

Experience how easy it is to automate and manage the delivery of operational, marketing and contractual documents to your entire client base.

  • Tick all boxes: compliance, tracking, archives
  • Safely customise documents on the fly
  • Digitally sign all correspondence
  • Make customers feel special
  • Accessibility for the visually impaired
Book a demo
Big Favicon