Case Study: SBI Sumishin Net Bank achieves over 80% cost savings and a cloud-based call center with Amazon Web Services

SBI Sumishin Net Bank Cuts Costs by More Than 80% Over 5 Years, Lays Foundation for Cloud-based Call Center with Amazon Aurora and Amazon Connect

SBI Sumishin Net Bank needed a faster, more flexible way to respond to changing customer needs and improve the customer experience while reducing contact center maintenance costs. The bank chose Amazon Web Services, using Amazon Connect and other AWS services to move toward a fully cloud-based call center and support its multichannel service strategy.

Amazon Web Services helped SBI Sumishin Net Bank build a cloud contact center that is easier and cheaper to expand, with around 200 staff handling about 50,000 calls per week across two locations. The move reduced the time and cost of creating or relocating a center, enabled rapid pandemic-related changes, and cut costs by more than 80% over five years.

SBI Sumishin Net Bank

Teruyuki Ura

IT General Manager