Marsh McLennan, a global powerhouse in financial services, found itself at a critical juncture. With over 90,000 employees spread across four different business units and 130 countries, there was a huge wealth of knowledge – but easily accessing that knowledge was another story.
Moveworks Staff Customer Success Manager Aaron Hendrickson sat down for a webinar with Stuart Williams, Global Head of Colleague Technology Products and Governance at Marsh McLennan. Williams who shared how his team leverages AI to cater to their unique business, knowledge, and global needs.
The organization was dealing with upwards of 4K tools and software applications including SharePoint, ServiceNow, Teams, Okta, multiple internal knowledge bases, and other systems.
During the webinar, Williams discussed how Marsh McLennan:
- Manages complex IT operations across multiple business lines grown through strategic acquisitions with AI
- His successful AI adoption tips and how they plan to shift to a more chat-centric support approach
- How their AI Assistant has become a new channel that employees can use to answer queries quickly and efficiently.
Now let’s see how this global organization was able to utilize their AI Assistant to deliver a more efficient, responsive, and world-class support ecosystem.
See the impact for yourself. Watch the full Marsh McLennan webinar here
About Marsh McLennan
Founded in 1871, Marsh McLennan is the world's leading professional services firm in risk, strategy and people. With more than 90,000 employees, Marsh McLennan operates in 130 countries, bringing together experts from their four global businesses — Marsh, Guy Carpenter, Mercer and Oliver Wyman.
A big tech reorganization led to the creation of what they called, ‘Colleague Technology,’ or an organizational focus on technology that provides employees consistent and governed support experience, across a multitude of business models, languages, cultures, and regions.
Each region and each business unit had its own unique set of challenges, from varying regulatory environments to differing tech stacks. This complexity led to a fragmented support system that at times struggled to deliver consistent, high-quality, and scalable support experiences across the organization’s different locations, cultures, and languages. They hoped that an AI support model could help to achieve their vision and scale operations globally.
AskLen: The Moveworks Assistant for a globally consistent technology experience
When finite human resources posed a challenge to grow and scale, Marsh McLennan started evaluating the most popular AI solutions on the market. After a rigorous evaluation process, Moveworks emerged as the undisputed leader for its product innovation, core infrastructure, robust security, rapid response to questions, and thriving community.
In February 2024, Marsh McLennan took a bold leap into the future of workplace support and launched the Moveworks Assistant — known internally as AskLen — to its global workforce.
Rather than waiting for a perfect solution, the financial services leader rolled out the solution with a launch and iterate approach. This agile approach allowed them to start addressing immediate support needs while continuously improving the system.
While knowledge wasn’t the challenge, getting to that knowledge could be tough. Recognizing the complexity of their global operations, Marsh McLennan prioritized building a comprehensive and dynamic knowledge base within Moveworks.
This enabled the AI Assistant to accurately handle diverse queries across different regions and departments. The implementation leverages Moveworks' advanced large language model (LLM) capabilities, powered by its agentic reasoning architecture.
By embracing agentic AI and committing to continuous improvement, the company positioned itself for ongoing innovation, transforming how employees interacted with support systems and business applications throughout the organization.
Scaling support across 90K employees and 4K business applications
With AskLen, Marsh McLennan is able to deliver a unified Assistant experience that works across application boundaries. While the sprawl of people, knowledge, user domains, machine domains, iterations, and the many versions of tools made for the underpinnings of a very complex architecture, Moveworks has been able to improve employee productivity and longevity. With the shifting of churn work to AI, colleagues are focussed on strategic initiatives.
- Within about six months into production use, AskLen has about 11K unique users or nearly 40% of employees.
- AskLen is continuously gaining traction through targeted communications, campaigns, town halls, activations, and automation requests. The tool enables robust governance with guardrails and access controls to enable alignment with company policies and goals.
- The team carefully monitors employee feedback, user needs, their AI Assistant interaction to convert it into new features and use cases.
- Popular use cases at the company include enterprise search, out-of-the-box approvals, and accessing key forms.
This move into AI-powered support has positioned Marsh McLennan as an innovator in the financial services sector. The future is bright and there are plans underway to integrate HR use cases and further build with the Moveworks Agent Studio, a sophisticated platform for AI workflows.
As Marsh McLennan continues to iterate and expand the capabilities of their AI Assistant, they are laying the foundations for a more efficient, responsive, and world-class support ecosystem. What began as a solution to a support challenge has now become a competitive advantage to navigate the fast-paced financial services landscape.
See the impact for yourself. Watch the full Marsh McLennan webinar here.
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