{"id":13468,"date":"2026-05-22T10:34:56","date_gmt":"2026-05-22T10:34:56","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=13468"},"modified":"2026-05-22T10:34:57","modified_gmt":"2026-05-22T10:34:57","slug":"digital-labour-to-solve-the-capacity-crisis","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/digital-labour-to-solve-the-capacity-crisis\/","title":{"rendered":"Pensions Dashboard: Using Digital Labour to Solve the Capacity Crisis"},"content":{"rendered":"\n

The \u2018big bang\u2019<\/strong><\/h2>\n\n\n\n

The Pensions Dashboard is no longer in the distant future \u2014 it’s an imminent operational crisis. By October 31st 2026, Pensions providers must connect to the new Dashboard. The latest news<\/a> is that 1,000 are already linked covering over 60 million private pension records.<\/p>\n\n\n\n

The result? Tens of millions of people will suddenly see all their pensions in one place. While this transparency and access is great for consumers, it represents an overnight, ground-breaking operational nightmare for every provider.<\/p>\n\n\n\n

Through Agentforce<\/a>, Salesforce enables organisations to deploy Digital Labour, unlocking a “limitless service” that scales operations securely with empathy and precision.\u00a0\u00a0\u00a0\u00a0\u00a0<\/p>\n\n\n\n

Pension holders in the dark<\/strong><\/h2>\n\n\n\n

The emotional importance of retirement savings, coupled with current low engagement, sets the stage for a dramatic increase in customer contact. Research<\/a> from the Social Market Foundation\u00a0shows that 22% of pension-holding employees rarely check their savings, and 40% are unaware of their employer’s contributions.\u00a0<\/p>\n\n\n\n

A study<\/a> by Standard Life found that 26% of UK adults do not know who their current pension provider is, 66% of adults have never tried to track down lost pension pots, and 24% are unaware that changing employers can result in having multiple pension pots. All suggesting a massive latent demand for the service that will translate into a wave of immediate contact queries once the Dashboard launches.<\/p>\n\n\n\n

The Capacity Crisis<\/strong><\/h2>\n\n\n\n

The Volume Surge<\/h3>\n\n\n\n

As the Dashboard moves people from ‘passive’ saving to ‘active’ enquiry, providers should expect a sustained, high-volume influx of member contact. This is driven by emotive questions from customers like, \u201cWhy is my pot smaller than expected?, \u201cHow do I access my money?\u201d or \u201cShould I consolidate my pensions?\u201d.<\/p>\n\n\n\n

The scale of the impending customer contact is significant: polling<\/a> from WTW shows 38% of pension schemes are predicting a 30-50% increase in volume, with a quarter expecting these elevated levels to last five years or more.<\/p>\n\n\n\n

This surge will be driven by latent demand, as the Department of Work and Pensions (DWP) believe up to 80% of people are expected to use the Dashboard, including those searching for the \u00a326.6 billion in unclaimed pension pots<\/strong>.<\/p>\n\n\n\n

The Complexity Hurdle<\/h3>\n\n\n\n

The challenge is not just volume, but complexity. The DWP acknowledges the Dashboard increases administrative burden, particularly regarding withdrawals. Moreover, lost pots and data discrepancies will create thousands of time-intensive “Possible Match” cases, which require verification within five days.<\/p>\n\n\n\n

Pension provider\u2019s Service Operations and Contact Centres will be overwhelmed and unable to cope with this huge influx of phone calls and emails.  Operations are already stretched today, hampered by legacy systems and siloed customer data making work highly manual.  <\/p>\n\n\n\n

Our own Salesforce State of Service Report<\/a> shows that Service representatives spend less than half their time (46%) with customers due in part to administrative tasks and internal responsibilities.<\/p>\n\n\n\n

The Solution: Limitless Service with Agentforce<\/strong><\/h2>\n\n\n\n

Many organisations will not have the HR budgets to simply hire their way out of the problem by expanding their teams.   Leaving these enquiries unanswered doesn’t just hurt KPIs – it leaves people frustrated and anxious about their financial future.<\/p>\n\n\n\n

The equation “Volume = More Hiring” is now obsolete. To navigate the Dashboard surge, providers require Limitless Service<\/strong>\u2014the ability to instantly scale capacity to meet a 50% demand spike without a corresponding 50% spike in overhead.<\/p>\n\n\n\n

The challenge isn\u2019t just the volume, but how to solve the data disconnect<\/strong>. At Salesforce, we move providers from being reactive to “Agentic” by deploying Digital Labour<\/strong>\u2014an autonomous workforce that proactively resolves the “Possible Match” issues and scales operations in weeks, not months.<\/p>\n\n\n\n

The 3-Step Path to Limitless Service<\/strong>
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