CASE STUDY | GLOBAL PENSIONS ADMINISTRATORA retirement experience that cut cost and unlocked growth.
Risk
WTW’s closed defined benefit books are a pure cost-to-serve problem. Paper-heavy retirement journeys were expensive to run and eroding member confidence at the moment that mattered.
Decision
We redesigned the retirement journey around the job members were actually trying to do, and built it on a platform that wouldn't be locked to the closing book.
Outcome
76%
retired with no prompt
25
minutes
reduced from
42 days
The platform now underpins the growing open-book business.
People wanted to complete a task knowing they had made the right decision, they did not want to understand pensions. When your car breaks down, you want the garage to mend it, not explain what is wrong.”
“
Chief Executive Officer
100%
completed without calling the contact centre