Willis Group
Atos Consulting, 2009
Improving customer service while increasing margin amid an insurance industry in crisis
Summary
Willis UK & Ireland Retail is part of Willis Group – one of the world’s leading insurance brokers.
In late 2008 the company had reached a crossroads. Like other insurance brokers it had grown very quickly, leaving a legacy of diversity across its business. Unlike other brokers, Willis already led the UK market in terms of profitability, having consistently achieved high margins.
As the insurance industry started to decline, Willis had to perform even better, more efficiently and faster to retain market share and deliver results to shareholders. Willis UK & Ireland (Willis) set itself the aggressive target of improving its client service while achieving a 5% increase in operating profit within two years.
Willis needed a partner to turn the strategy into action. It asked Atos Consulting to help design and implement radical, comprehensive change across its disparate businesses.
Working with the Willis team, Atos Consulting brought the skills, experience and impetus needed to help translate aggressive targets into practical changes, then deliver wide-scale transformation in a volatile market.
Willis is now well on track to meet its 5% target while delivering even better service and products. In a harsh economic climate it has successfully restructured and aligned its entire organisation, systems and processes for the future.
As a result Willis is well positioned for when the market improves. It has:
- enhanced client service
- cut costs
- released significant capacity to re-invest in sales as the market grows
- increased staff satisfaction.
- Atos Consulting has been the key implementation partner, turning Willis’ vision into business reality.
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