ResponseTek Networks Corp., a leading supplier of Customer Experience Management (CEM) software and services solutions, today announced that Aon Reed Stenhouse Inc. has implemented its Customer Experience Management Suite in order to demonstrate its commitment to being a transparent, client-centric organization.
April 8, 2005 -- ResponseTek Networks Corp., a leading supplier of Customer Experience Management (CEM) software and services solutions, today announced that Aon Reed Stenhouse Inc. has implemented its Customer Experience Management Suite in order to demonstrate its commitment to being a transparent, client-centric organization.
As Canada's leading insurance brokerage and risk management firm, Aon Reed Stenhouse services commercial and personal clients through a national network of 26 offices. An organization with strong Canadian roots, its specialists have been meeting the insurance and risk management needs of Canadians for more than a century.
Aon Reed Stenhouse recently implemented ResponseTek CEM, which enables its customers to provide direct and relevant feedback easily and efficiently before and after their policy renewal dates. Through a closed-loop architecture that enables quick and relevant responses to feedback, Aon can immediately act upon its customers' experiences to provide the highest levels of service.
ResponseTek CEM has been customized to support the performance of Aon Reed Stenhouse's customer-facing employees as well as regions, business units, etc. ¨C all based on customer feedback. ResponseTek's action management framework enables key Aon decision-makers to continually manage and improve customer satisfaction levels. By pinpointing problems, the company can note trends and be proactive in engaging issues with clients, thus incorporating customer experiences into business decisions in real-time.
According to Chris Fawcus, executive vice president at Aon Reed Stenhouse, "As a customer service-focused company, we understand the direct connection between quality of service and satisfied customers. We selected ResponseTek's CEM software because it helps establish quality two-way communications and meets our requirements for proactively achieving continuous and integrated improvements."
"ResponseTek is excited to be assisting Aon in bringing the voice of the customer into everyday product and service improvements," said Syed Hasan, president and CEO of ResponseTek. "The combination of Aon's vision and ResponseTek's solution are changing the way in which the insurance industry can and will interact with its customers. The benefits of this industry leading approach towards managing the customer experience will be reflected in both the quality of service Aon is able to provide as well as the overall value customers will receive."
About Aon Reed Stenhouse
Aon Reed Stenhouse is a member of Chicago-based Aon Corporation, an insurance services holding company that comprises a family of insurance brokerage, consulting and insurance underwriting companies. It has a worldwide network of more than 600 offices in over 120 countries and employs more than 51,000 people. Aon Corporation's common stock (SymbolAOC) is listed on the New York stock exchange.
Founded in 1999, Vancouver-based ResponseTek Networks Corp. (www.ResponseTek.com) helps quality-driven Global 1000 firms increase revenue and profit by dramatically reducing customer turnover. Its complete Customer Experience Management (CEM) software enables firms to continuously improve quality of service based on immediately knowing and acting upon their customers' experiences. ResponseTek complements traditional CRM systems that focus on client histories; but not individual customer experiences that are critical to creating satisfied, loyal and profitable customers. It provides executives and managers with real-time enterprise-wide visibility into how customers perceive their organization's performance. Management can then track, analyze and resolve problems by internal groups such as departments, regions or individuals to effectively drive business improvements.
Unlike market research firms, ResponseTek's complete end-to-end business solutions are designed for multiple stakeholders (customers, employees, partners); route real-time communication feedback directly to the responsible individual/business area where decisions can be made via actionable data; require minimum resource allocation; and operate in multiple environments (Web, wireless devices, IVR systems, kiosks, etc.). Among its clients are T-Mobile, HSBC, Aon, NTL Home, Xerox, Washing Mutual, Lastminute.com, Fairmont Hotels & Resorts, and WestJet Airlines.