Kenwake Pension Scheme has launched online face-to-face video support to make communication with its members more accessible and convenient.
The £160m scheme, which is run by OOCL Logistics, was one of three plans that piloted the tool designed by pensions administrator Ensign.
We have already seen a number of members register for the product
The communication system, called Intouch, enables members to receive live, online, face-to-face support from their administration team.
The tool can provide assistance to members on how to fill in forms or help understand the implications of a change in personal circumstances, which can be important in the run-up to retirement.
Samantha Sherman, general manager at the logistics provider, said the video conferencing service will sit alongside Kenwake’s other communication tools, which include a telephone helpdesk, dedicated email address and website contacts.
“The ability to have a face-to-face conversation with an experienced member of staff at a pre-booked appointment provides a convenient service for our members,”
Kenwake has been using the system, which is available to its 2,935 members, for eight months.
“We have already seen a number of members register for the product and hope that in time this will become a popular method of two-way communication,” Sherman said.
Karen Heath, chief engagement officer at communication consultancy AHC, said visual communication is becoming an increasingly powerful medium.
“You only have to look at the way the world is going in terms of how people search for information on the internet and the usage statistics,” she added.
Scheme members will have different preferences on consuming information, and providers are responding to that.
“Live help is also definitely on the rise and can be extremely useful,” she added, particularly to help people past difficult learning points.
In a statement, Ensign Pensions Administration chair Sue Applegarth said: “While many members will be content to continue to use traditional communications tools, our experience in trialling Intouch suggests this innovative technology offers a valuable new option to enable more effective engagement with members.”
