Press Release

Willis Towers Watson wins PR Daily’s Digital PR & Social Media Awards for “No Retiree Left Behind” social media campaign

Customer service campaign addresses retirees’ questions and issues

September 13, 2017
| United States

ARLINGTON, VA, September 13, 2017 – Willis Towers Watson (NASDAQ: WLTW), a leading global advisory, broking and solutions company, received top honors in PR Daily’s 2017 Digital PR & Social Media Awards for the “Health Care Marketing” category. Willis Towers Watson won this award, which recognizes outstanding digital achievements from the best and brightest practitioners, for “No Retiree Left Behind,” an innovative social media campaign that addresses questions, concerns and needs of Medicare participants.

“No Retiree Left Behind” was originally devised to help two large clients best address social media inquiries about their retirees’ Medicare insurance coverage. After detecting a rise in the number of people posting to social media, Willis Towers Watson created a platform that monitored for these social posts, then addressed and resolved related questions and comments. If questions could not be resolved online, Willis Towers Watson disseminated them through appropriate internal customer service channels.

The project overcame a number of challenges, such as identifying difficult-to-find posts on social channels (such as Facebook), and complying with a range of government regulations. Developed by an internal social media consultant, the project also hired an analyst to conduct manual searches of social comments via a machine-learning platform that improved search algorithms and gathered data unavailable on many social monitoring platforms’ Application Programming Interfaces.

“This program was initiated to help a few of our clients ensure their retirees’ needs were being met, even when their questions appeared on social media,” said Ben Pajak, head of individual exchange solutions and segment strategy for Willis Towers Watson. “Employers who choose to deliver health care insurance through Willis Towers Watson’s individual exchange care deeply about the quality of their retirees’ experience, and this is another example of how we continue to pioneer new services for our clients. With the success and lessons learned from this program, we’ve begun to offer this service more broadly across our entire client base.”

Willis Towers Watson’s OneExchange is a private health insurance marketplace that helps organizations offer Medicare-eligible and early retirees a range of choices to select and manage health care coverage tailored to their needs. In addition, OneExchange provides a dedicated team of licensed and trained benefit advisors to help retirees navigate their choices and troubleshoot issues, and offers employers comprehensive reporting on their retirees’ plan enrollment and selection.

About Willis Towers Watson

Willis Towers Watson (NASDAQ: WLTW) is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas — the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

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