The Industry Landscape
Evolving Expectations in Retirement Fund Services

In the superannuation industry, member expectations for seamless, digital-first experiences are rising. As funds handle billions in assets and millions of individual member records, reducing manual effort and enabling real-time processing is a competitive differentiator and a business imperative. Manual, paper-based processes burden internal teams, increasing turnaround times, compliance risks and member dissatisfaction.

To remain competitive, super funds are turning to low-code automation platforms to adapt swiftly, scale effortlessly and deliver faster, more secure services across member and advisor channels.

The Challenge
Eliminating Manual, Disconnected Processes in Claims Handling

The client relied on a fragmented, paper-heavy process for claims tax deduction submissions, with manual validations, disconnected handoffs and no integrated view. This led to delays, inefficiencies and compliance risks – clearly signaling the need for end-to-end automation to streamline workflows and enhance user experience.

Key challenges included:

• A 15-page paper form submitted via fax, mail or e-mail, often leading to weeks-long processing delays
• Multiple back-end manual steps for form verification, data entry into the client Customer Relationship Management (CRM) tool and cross-system validation
• No integrated system view, requiring administrators to “swivel-chair” across platforms to complete tasks
• A need for an improved member and advisor experience, with lower operational costs and faster turnaround

The Solution
Unifying Claims with Appian-led Hyperautomation

WNS implemented a hyperautomation solution underpinned by Appian’s low-code platform, unifying workflows across Member Online (MOL) and Advisor Online (AOL) channels. The solution embedded intelligent process management, streamlined end-to-end tasks and enabled seamless, self-service experiences for all users.

Seamless Digital Application Experience

• Replaced paper-based forms with fully digital workflows accessible through the MOL and AOL portals
• Enabled real-time data accuracy checks and tax qualification verifications using embedded business rules

End-to-End Process Orchestration

• Integrated all verification and approval steps into a single interface, eliminating system switching
• Created a member record dashboard, providing one-click access to all tasks and history

Autonomous Operations Enablement

• Embedded Appian-based interfaces for customer service representatives and external users
• Enabled applications to be initiated directly by members or by representatives acting on their behalf

Rapid Deployment with Process Optimization

• Reviewed client-defined process flows and re-engineered them to eliminate manual gaps
• Enhanced user experience while ensuring compliance and traceability across all digital steps

This initiative reflected WNS’ commitment to co-creating smarter businesses – by designing agile, scalable systems that balance automation with human-led thinking, unlocking measurable outcomes with speed and purpose.

The Outcome
A Scalable Digital Ecosystem with Measurable Business Gains

Leveraging Appian’s low-code agility and WNS’ domain-led hyperautomation expertise, the client now operates a smarter, digital-first claims ecosystem. The transformation has significantly accelerated turnaround times, improved compliance through end-to-end digital traceability, and enhanced member and advisor satisfaction with faster, more transparent processing. It has also allowed customer service teams to focus on strategic, value-added activities.

Key tangible benefits include:

 hours of
manual effort saved per claim tax deduction form

>  percent STP for online applications

 

Client Testimonials