Founded 11 years ago the Victoria-Volksbanken Pensionskassen on its client-orientated structure, and the technological innovations it has introduced recently to improve access to information held by the organisation.
“We believe we have an excellent structure which is driven by client openness, that is our desire to provide the customers and their workforces with as much information as possible, in a manner which is as transparent as possible,” says Thomas Biedermann of the Pensionskassen.
He explains that pensions in Austria have been a political “hot potato” for a number of years. “As we have no particular political allegiance we have encountered our customers in what is known as the ‘free market’. Our major clients are major international and multinational companies. This means that the standards that are currently set, and previously set at Victoria, are based on best international practice. Our clients demand it, and we have always tried to be client-orientated.”
That admirable aim has led to the development of an innovative computerised administration system, using both internet and intranet software. “Not only can clients access our website, but we are also developing intranet systems and installing them at the clients’ premises so that they can access and share information.”
The company’s home page reveals information relating to the range of benefits, the investment process and results. The intranet pages, which can be installed on the customers’ own network allows employees to access information on their company pension directly at the workplace. “We provide everything from basic information on the fund structure, through contribution details, to how the fund is performing. This is a novel solution in Austria, and means employers can provide much more information, more conveniently, to their members.”
Biedermann believes the development of the systems has helped the continuing expansion of the company’s blue chip client list. “We have always been client-orientated, and in customer services aim to answer any query on operational matters within 24 hours in a face-to-face meeting. Our reputation ensures that word-of-mouth recommendation continues to be our best form of marketing.”
Even so, he acknowledges that winning the country award from IPE is a positive. “We do not really do much public marketing, but we will be informing our clients and the market of the award. It has added value to us as it is an external objective appraisal and, who knows, it may well generate some new business!”

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