Ventiv Technology

360º | Aon eSolutions 7 MARRIOTT'S RISk fINANCE DEPARTMENT reports significant net savings from deployment of key performance indicator (KPI) reporting in 2006 and document imaging in 2007. For the years 2006 to 2012, net benefits to Marriott Claim Services from KPI reporting and document imaging break down as shown at right: Net SavINgS FroM ivoS DoCUMeNt IMagINg aND KPI rePortINg GOALS ACHIEvED AbOvE AND bEyOND $13 MILLION TOTAL NET bENEfIT $3.5 MILLION AvERAGE ANNuAL NET bENEfIT 7% AvERAGE ANNuAL PRODuCTIvITy IMPROvEMENT timeliness and accuracy in reporting claims, and we expect online incident reporting to help our properties with their performance in those areas. And when the properties are performing these responsibilities well, then we in Marriott Claim Services can more effectively handle and dispose of their claims." AON AND ivOS: PARTNERS Marriott has been using the Aon iVOS claims administration system since 2001—an eternity in the IT space—and Perroots sees Aon eSolutions as an important partner in Marriott's claims administration program. "Marriott has very high standards," Perroots says. "We hold ourselves to very high standards, and we hold our partners to very high standards as well. Aon eSolutions has consistently developed with us over the years as we've evolved from a claims perspective. We are constantly responding to—and even proactively anticipating—the company's direction. We focus on being ready and able to fulfill Marriott's needs from a claims perspective. That's what we ask of our vendors and our partners, and Aon eSolutions has delivered." Perroots and his team haven't yet decided on their performance-improvement goal for 2013, but if the past is any guide, Aon eSolutions will be part of the process. "We've been long-time iVOS clients and have a very positive relationship with Aon eSolutions. Aon has consistently made the necessary adjustments and stayed on top of or in front of the technology that's coming out. We're a top-notch claims organization, and I think a lot of that is attributable to the partnership that we've had with Aon, which has helped us meet all of the yearly goals we've selected as well as unanticipated needs." As befits a company guided by J.W. Marriott's people-centric philosophy, Perroots is keen to credit the people of Aon eSolutions, including Marriott's account manager, Faith Goodman. Says Perroots, "It's not an official title, but I'm the business lead for our claims systems, and Faith Goodman is a big reason I've been able to do that for quite a few years. Faith and I have a true partnership that is at the core of our successful work together. She has always been there, ready to help with any and all issues." 400% ROI Moving to online incident reporting in iVOS will save Marriott Claim Services four times the cost of implementation

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