Commonwealth Superannuation Corporation: Digital Innovation in Public Sector Superannuation
CSC partnered with VISEO and Salesforce to modernise its legacy systems and deliver a seamless, secure and personalised experience for its members.
For over a century, the Commonwealth Superannuation Corporation (CSC) has helped Australians in public service and defence build secure financial futures. From frontline military personnel to government professionals, CSC supports more than 750,000 members with trusted superannuation services.
As digital experiences became the norm, CSC recognised the need to evolve. Legacy systems and fragmented portals were no longer enough. The organisation set out to reimagine how it engages with members. And not just to keep pace, but to lead in delivering secure, personalised and scalable services.
With AUD $70 billion in funds under management and a mission rooted in public service, CSC’s transformation was about more than technology. It was about honouring trust, improving lives and preparing for the future.
In a Snapshot
What is it: Modernising superannuation
Salesforce products used:
- Salesforce Financial Services Cloud
- Salesforce Service Cloud
- Salesforce Sales Cloud
- Salesforce Experience Cloud
- Salesforce Marketing Cloud & Personalisation
- Salesforce Scheduler
- Salesforce Shield
- Salesforce OmniStudio
Hear directly from CSC leaders about their transformation journey:
The Challenge
CSC wasn’t just solving for today. It was planning for the next century.
With a legacy of service and a growing member base, CSC needed to evolve its systems to meet the expectations of a new generation. Members now expect seamless, digital-first experiences, and CSC wanted to deliver those without compromising the trust and integrity it has built over decades.
Internally, seven separate member portals created fragmented workflows and inconsistent service. Staff were spending time navigating disconnected systems instead of focusing on member outcomes. And as a government entity and financial institution, CSC needed to meet strict compliance and security standards while remaining agile and responsive.
We knew we needed a platform that could enable us to have a single view of our customer, to create a more seamless experience for both our staff and our customers.
The Solution
CSC’s transformation was more than a technology upgrade. It was a strategic shift in how the organisation serves its members.
Working with VISEO, CSC adopted Salesforce to unify service delivery, replacing seven fragmented portals with a single, secure member platform. This foundation enables consistent, personalised experiences across every channel. This means when members engage online, by phone, or in person, they get the same great service.
Key elements of the solution included:
- Digital forms and automated workflows to simplify life-stage interactions and reduce errors
- CRM-integrated case management for a complete view of each member’s journey
- Omni-channel service delivery for consistent experiences across all touchpoints
- Self-service capabilities that empower members with greater control and convenience
- Security and governance overlays to meet regulatory obligations
- Internal enablement to support ongoing platform maintenance and agility.
Delivered in phased, iterative stages, the project combined continuous feedback with close collaboration between CSC, VISEO and Salesforce. This approach ensured minimal disruption while laying the groundwork for future innovation, including AI-powered personalisation and deeper data insights.
VISEO’s value to CSC is that we can focus on what our business is trying to achieve and trust that VISEO can just make it happen.
Key Outcomes & Impact
CSC’s transformation has delivered measurable improvements across member experience, operational efficiency and strategic readiness.
- Unified member experience: Seven portals consolidated into one, creating a seamless digital journey
- Operational efficiency: Reduced manual handling and improved workflows, freeing up staff to focus on personalised service
- Faster, smarter interactions: Digital forms and automated journeys have sped up key processes and improved satisfaction
- Consistent service across channels: Omni-channel delivery ensures every member receives the same high-quality experience
- Security and compliance: Governance built into the solution ensures CSC meets its obligations as a government financial institution
- Scalable platform for innovation: With Salesforce as the foundation, CSC is now positioned to embrace agentic AI, using richer data and intelligent automation to anticipate member needs
- Marketing personalisation: Salesforce Marketing Cloud enables tailored communications based on individual member needs, preferences and life stages.
Future outlook
CSC’s transformation is just the beginning. With a modern platform in place, the organisation is poised to expand digital services, deepen member engagement and continue evolving to meet the needs of Australians in public service and defence.
The future is bright for CSC’s members… there’s a whole world of opportunities available to us.
Inspired by CSC’s journey?
Whether you’re in public sector, finance or member services, we can help you build a future-read platform with Salesforce.