Ventiv Technology

3 2 | 360º Aon eSolutions QualityandtheGlobal ClientManagement Team Although Aon eSolutions offers a broad range of solutions for the risk, insurance and safety markets, a single Global Client Management team supports each product. By using one system, following one process, using one client support portal and toll-free telephone number, Client Management is positioned to give every Aon eSolutions client the support they need to resolve any issue or develop any new functionality needed to meet new business challenges. This year, the Client Management team has increased its client benchmarking surveys, encompassing all Aon eSolutions functional groups, and uses the feedback to drive its performance. Client Management shares with customers the criteria for success, defines milestones for success, measures quality and defines expectations, and centralizes client queries and issue management. The system is designed to ensure that each Aon eSolutions client receives personalized service based on their individual business needs. KPIs,SLAsandthe IT Team Aon eSolutions is unique in the risk and insurance technology market in the transparency with which we establish key performance indicators that clients can use to evaluate our progress in maintaining service level agreements. We have made significant investments in our technology platforms and regularly share with clients such KPIs as record save, search and view performance and volume. As part of its monitoring of quality and client satisfaction, in addition to monthly KPI reporting to clients, the IT team conducts weekly performance review and rapid-response team attention to any emerging issues. And by acting as liaison between the Professional Services and Client Management teams, IT is the common denominator in the ongoing client experience with Aon eSolutions. AnIn-DepthLook:Aon eSolutions PMO Fosters ClientSuccess New software implementations, core system replacements and custom enhancements are all critical IT projects that can deliver improved efficiencies and enhanced decision- making capabilities. However, projects are also expensive, resource intensive, and disruptive to day-to-day operations. Not surprisingly, some projects fail or problems arise that extend the lifecycle. Recent high-profile failures have raised concerns. In today's stagnant economy, businesses can ill afford to invest in initiatives that don't yield return, not to mention don't see the light of day. One of the things companies pay software providers for is the successful delivery of their solutions, on time and within budget. However, many companies are finding projects crippled from the start because they didn't choose a vendor with proper project management (PM) expertise. Today, organizations are now taking PM methodology into consideration during their selection process—and with good cause, it can make or break deployment. HighlyEvolvedProject Management Aon eSolutions continually strives to deliver on its Client Promise—to understand customer needs, develop a solution plan, and ultimately, deliver solutions with optimal value, service and client satisfaction. With these goals in mind, Aon eSolutions formed and continually hones its Program Management Office (PMO), which is a key differentiator among vendors in the risk and insurance solutions market. "Our PMO defines best practices, provides guidance, and ensures that our high standards are consistently followed, so our team can reliably complete and deliver projects that help clients meet their unique business requirements," said Leslie Sargent, director of project management at Aon eSolutions. "Ultimately, our PMO initiatives are aimed at quality—which translates into a better experience for our clients, as well as improved communication, collaboration and interaction with our PM team. In the end, successful projects help clients achieve strategic objectives and assist in reducing total costs of risk." What sets Aon eSolutions apart, however, is our application of parallel methodologies that drive quality outcomes by the Global Account Management and Information Technology teams. It's the kind of collaboration that enables Aon eSolutions to meet our clients' needs both in the present and the long-term.

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