Case Study: Willis Towers Watson achieves 98% adoption and a 360° customer view with FullCircl

Keeping pace with customers and a 98% adoption rate

Willis Towers Watson (WTW) is a global risk management, insurance brokerage and advisory firm that needed deeper, timely customer insight than its central CRM could provide. Facing the challenge of building credibility, understanding customer needs and perspectives, and engaging in value‑added ways across the customer lifecycle, WTW turned to FullCircl and its Customer Lifecycle Intelligence platform to bring together structured and unstructured data and surface legitimate reasons to connect.

FullCircl was embedded as a front‑line sales solution to deliver real‑time, actionable intelligence, a 360° customer view and configurable algorithms (including risk‑mapping) so teams know what to do with the data. The results: 135+ active users, a 98% adoption rate, 60% advanced users, measurable time savings, stronger sales behaviours and reduced cost to acquire — outcomes WTW attributes directly to FullCircl.

Willis Towers Watson

Amanda Duffield

Sales Director & Client Management