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 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:AOC) 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 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 estimates a 33-to-1 cost savings when customers opt for self-service versus phone interaction, Attenza's solution not only enhances customer satisfaction, it also reduces support costs via call avoidance. In addition, Aon Warranty Group support analysts will be able to access Attenza's knowledge management and desktop diagnostic applications to improve resolution times and decrease the number of costly technician dispatches for warranty claims.

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(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 and much lower TCO (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.

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 delivery for leading companies such as BMC Software, 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.