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Case Study | AON

Aon left a 10-year-old platform behind. Service KPIs improved by 30%.

Aon replaced its customer service technology with OneContact CC. The migration was smooth and agile, and brought an omnichannel platform integrated with Inbroker.

📅 Published August 2023 

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About the Project

THE SOLUTION

Omnichannel. OneContact CC manages phone, email and chat interactions on one platform.

Inbroker integration. The Contact Center connects to Inbroker, the platform Aon uses to manage policy production.

A smooth migration. The move from the old platform was smooth and agile. It brought new features and grew into a new Contact Center strategy.
FROM CALL CENTER TO CONTACT CENTER STRATEGY

Aon moved from a traditional call center to an omnichannel platform focused on its customers.

Its policyholders now reach a Contact Center that handles phone, email and chat on one platform, connected to Inbroker.
OUTCOME

The transition brought a clear gain in service levels.

Better service levels. Customer service KPIs improved by 30% with Collab technology.

Agility, efficiency and synergy. One omnichannel platform for phone, email and chat.

Customer-focused UX. Seamless interactions that improved efficiency levels.

Aon used the positive feedback from the change to create new opportunities and keep a competitive edge.
OUTCOME

Key Facts

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Company Name & Sector

Aon, professional services. Advice and solutions to protect and grow businesses.

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Biggest Challenge

Find a solution with superior technology that allows a seamless and risk-free transition.

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Technology Used

OneContact CC, omnichannel Contact Center.

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Integrations

Inbroker, the platform that manages policy production.

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Channels

Phone, email and chat, on one platform.

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Key Results

Customer service KPIs improved by 30%. Smooth, risk-free transition. Agility, efficiency and synergy.

“The user experience (UX) of this new technology ensures seamless, customer-focused interactions that have improved efficiency levels ever since.”

Gabriel AcuñaPersonal Lines, Agents & SME Director, Aon
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See how Aon replaced a Contact Center platform over 10 years old with an omnichannel solution for phone, email and chat, integrated with Inbroker. Fill in the form and get the full case study in PDF.