Since the reorganization of the Pension Fund of Morocco (Caisse marocaine des retraites – CMR) in 2011, which placed the client at the forefront of its concerns, the Fund’s “client relationship” has changed considerably, in particular owing to the introduction and use of a marketing and multichannel approach.

In 2016, the CMR witnessed:

• 30,000 retirements;
• 92,000 persons affected by proof of life and more than 6,500 affected by proof of non-remarriage.

It was necessary to take proactive and targeted measures to manage the resulting traffic in our customer service centres.

Service 1: The benefit control campaigns (life and non-remarriage) allow pensioners to check whether they are affected by the control by sending their national identity card number via text message to 5808. They receive an instant reply.

Service 2: A text message notification system keeps new pensioners abreast of three important events: the employer’s receipt of their pension file, the processing of that file (indicated by sending the pension number) and finally, the transfer of the pension funds.