Riskonnect has been touting the advantages of the pending acquisition of Marsh ClearSight—like more solution choices, deeper industry expertise, and an expanded team of knowledgeable resources.
But what do customers really think?
I’ve had a chance to speak directly with many customers since the announcement. So to answer that question, I’ll share some of my personal experiences with customers and what they have had to say. This includes face-to-face conversations, web meetings, and social-media exchanges.
I have gone through many mergers and acquisitions throughout my career and have seen the full range of customer responses—but never this…
Here’s what customers have said:
About the complementary nature of the combination …
“We are excited, particularly with the potential to now expand our implementation more deeply into claims administration.”
“Exciting time, you’ll complement each other. Clients reap the benefits!”
“We selected ClearSight in our evaluation process, but really liked Riskonnect’s flexibility and additional modules. I hope you can bring these strengths together.”
About the people …
“I really enjoy working with my client service team. They are an awesome group of people. I’m looking forward to meeting you and your team one day soon as well.”
Actions speak louder than words.
Since the announcement on July 18, 2018, customers have expanded their relationship with Riskonnect at a 25% higher rate than in the same period the prior year. And we have a 100% renewal rate.
What was I most surprised about?
What I didn’t expect to hear was how excited both Riskonnect and ClearSight customers are about the expanded capabilities.
Over and over I heard: “I just selected and “I’m excited to learn more about the new capabilities brings to the table!”
I was surprised by how little time we need to spend explaining the benefits of the combined organization. Customers already get it. Customers continue to voice strong support for the provider with which they originally chose to partner, yet remain open for new opportunities.
Not only was this a surprise, but the openness further validates our go-forward strategy.
What are we doing about it?
Customers trust us for a reason, and we will continue to earn that trust into the future, whether you are a Riskonnect or ClearSight customer. Here’s how:
- We will continue to support and enhance the systems currently in use.
- There will be no requirement to migrate.
- Customers will continue to enjoy the same service and support.
- We will help customers access the expanded capabilities of the combined organization.
Thank you to everyone that has reached out and shared their thoughts. Keep it coming!
Jim
