Attenza Helps Aon Enhance Service and Support.Business Editors & High Tech Writers DALLAS--(BUSINESS WIRE)--Feb. 11, 2003 One of the Nation's largest providers of risk management and reinsurance The contract made between an insurance company and a third party to protect the insurance company from losses. The contract provides for the third party to pay for the loss sustained by the insurance company when the company makes a payment on the original contract. services to enhance customer service and reduce costs with Attenza Attenza, a leading provider of online customer service and support automation software, and Aon Warranty Group, an AON (NYSE NYSE See: New York Stock Exchange :AOC AOC, n an acronym for the Aromatherapy Organizations Council. ) company today announced that Attenza will power a Web self-service and knowledge management initiative targeting the customer support needs of Aon Warranty Group. Aon Warranty Group, the world's premier provider of extended service agreements, customer relationship management, claim administration and training to manufacturers, distributors and retailers of consumer goods consumer goods Any tangible commodity purchased by households to satisfy their wants and needs. Consumer goods may be durable or nondurable. Durable goods (e.g., autos, furniture, and appliances) have a significant life span, often defined as three years or more, and including automobiles, electronics, appliances, computers and telephone equipment is leveraging Attenza's Answer Suite to create a "Tier 0" support offering to reduce the number of calls to Aon's call centers and the number of onsite dispatches for warranty claims. With Attenza's solution, Aon Warranty Group will be able to offer its customers an "always on" support channel, allowing them to resolve inquiries over the Web versus the phone or a dispatched technician. Since Forrester Research Forrester Research is an independent technology and market research company that provides its clients with advice about technology's impact on business and consumers. Corporate facts
With Attenza's ASP delivery model and native Web architecture, Aon Warranty Group is easily integrating the Attenza applications within its current technology framework. "We believe that Attenza's functionality, rich content library, and delivery model will allow us to quickly and effectively deploy a comprehensive Web self-service solution, thereby providing better overall service for our customers," says David Phipps, Vice President Warranty Operations at Aon Warranty Group. Aon Warranty Group is implementing Attenza's Answer Suite to drive customer support self-service and improve support analyst workflow. Since Attenza's applications are delivered as a Web service, the solution will be integrated within their existing systems and includes Attenza's Answer Express(TM) for Web self-service; Answer Assistant(TM) for analyst productivity; Management Console A terminal or workstation used to monitor and control a network. See Microsoft Management Console. (TM) to publish and manage knowledge, administer users, and access reports; System Profiler(TM) for desktop discovery and diagnosis; and an IT Support Knowledge Library with over 30,000 IT support tutorials. "As with most large companies, we are continually challenged with how to accomplish more with less. Although we were initially concerned with initiating another project, Attenza provided a cost-effective alternative that would not require significant resources on our end to deploy. And, because of their delivery model and out-of-the-box functionality, we anticipate a rapid ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). and much lower TCO (1) (Total Cost of Ownership) The cost of using a computer. It includes the cost of the hardware, software and upgrades as well as the cost of the inhouse staff and/or consultants that provide training and technical support. See ROI. (Total Cost of Ownership) versus other solutions we evaluated," noted Phipps. "Aon Warranty Group is the largest service contract provider in the U.S. and one of the world's largest independent providers and administrators of consumer warranties. Attenza is known for working with industry leaders and we are extremely pleased that Aon has put their faith in us for this strategic initiative," said Lawrence Schwartz, Attenza's CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. . ABOUT ATTENZA Attenza is a leading provider of online customer service and support automation software. Attenza's solutions automate service-related business processes resulting in lower operational costs and enhanced service Enhanced service is service offered over commercial carrier transmission facilities used in interstate communications, that employs computer processing applications that act on the format, content, code, protocol, or similar aspects of the subscriber's transmitted information; delivery for leading companies such as BMC Software BMC Software, Inc. NYSE: BMC, is an American enterprise management software provider, focusing on IT infrastructure applications. BMC was founded in 1980 and is headquartered in Houston, Texas. , Dell, Gateway, and McKesson. For more information, visit www.attenza.com or call 1-866-attenza (toll-free). ABOUT AON Aon Corporation (www.aon.com) is a holding company comprised of a family of insurance brokerage, consulting and insurance underwriting subsidiaries. |
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