- July 25, 2016
- Posted by:
- Category: CSIA, CSIA Blog
New York, March XX, 2016 – Mercer, a global consulting leader in advancing health, wealth and careers, and a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), announced today that its US Benefits Administration business has received a 2015 International Service Excellence Award in the “Division of a Large Business category” from the Customer Service Institute of America. Mercer offers a consultative, outcomes-based approach to health & benefits and retirement plan administration. The firm’s comprehensive range of products and services alleviates the administrative burden, high costs, and regulatory complexity of employee benefit programs, providing solutions that address the complete needs of employers and their employees, including behind-the-scenes processing and frontline call center support. Mercer received the International Service Excellence Award after offering its participant experience during open enrollment in 2015 as a case study that showcased its commitment to quality, investment in tools and technologies, and focus on the customer experience.
“We are honored to receive this award from the Customer Service Institute of America,” said Ken Haderer, Mercer’s Chief Operating Officer. “Delivering a best-in-class participant experience is the number-one goal at Mercer’s call centers, and this year we had the opportunity to initiate a customer service transformation. We dramatically boosted our success during open enrollment in 2015, with a 20-second decrease in average handle time and a 56% improvement in average speed of answer. We did all this while receiving a 96.2% customer satisfaction rating. We are proud of the hard work of our colleagues and the dedication of our leadership team in making this transformation possible, and we would like to thank the Customer Service Institute of America for recognizing our efforts.”
In addition, Mercer’s Dan Hammelman, site leader for the Vernon Hills, Illinois, Houston & Dallas, Texas and Urbandale, Iowa locations, was awarded the 2015 Individual International Service Excellence Award for Customer Service, Executive of the Year. The award seeks to recognize leaders the judges have met during the interview process who have shown exceptional leadership driven by a customer focus.
Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and careers of their most vital asset – their people. Mercer’s more than 20,000 employees are based in 43 countries and the firm operates in over 140 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global professional services firm offering clients advice and solutions in the areas of risk, strategy and people. With annual revenue of $13 billion and 60,000 colleagues worldwide, Marsh & McLennan Companies is also the parent company of Marsh, a leader in insurance broking and risk management; Guy Carpenter, a leader in providing risk and reinsurance intermediary services; and Oliver Wyman, a leader in management consulting. For more information, visit www.mercer.com. Follow Mercer on Twitter @Mercer.