With more than 500 offices in over 120 countries worldwide, Aon Corporation is the leading global provider of risk management services, insurance and reinsurance brokerage, and human capital consulting. Aon was ranked by A.M. Best as the No. 1 global insurance brokerage in 2007, based on brokerage revenues, and voted best insurance intermediary, best reinsurance intermediary and best employee benefits consulting firm in 2007 by the readers of Business Insurance.

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