customer success

ResponseTek Customer - AON
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Video David Cliche
VP, Communications and Marketing
Video Chris Fawcus
CEO (formerly COO)


Article 1-to-1 Magazine
Article IT Business



Press release (October 1, 2007)
Press release (April 6, 2005)



Case study (PDF)
challenge
  • The 2nd largest global insurance brokerage house wanted to improve their already high customer retention rate
  • The company needed a solution that would enable all staff to understand and improve the overall customer experience
solution
  • Selected ResponseTek:CEM™ to identify at what point customers made the decision to renew their policy
  • Employees needed to be able to quickly respond to customer-identified issues and integrate changes into business processes
results
  • The rapid, pro-active response to client issues led to increased client retention
  • Aon identified additional up-sell opportunities
  • Clients are better served by the organization-wide understanding of their needs