Case Study: Global Insurance Company achieves 24/7 self-service and 10% lower call center volume with Cognizant

An Insurer’s New Self-Service Portal Improves Customer Experience

A global insurer operating in the Japanese market faced high call‑center volumes, slow response times and error‑prone manual updates—changes to policies could take up to two weeks to appear in the legacy system and were limited to call‑center hours. Although the company used Salesforce.com for CRM, it needed a modern, easy‑to‑use customer website tailored to an aging customer base to improve satisfaction and reduce operational strain.

Cognizant implemented a responsive self‑service portal on Salesforce Customer Community using a two‑phase hybrid‑agile approach with bilingual staff and continuous customer feedback. The portal provides a single data repository for personal and policy data, lets customers perform 60–70% of tasks themselves, and operates 24/7. Results include 26,000+ registered users, 500+ procedures implemented, a 10% reduction in call‑center volume, 10–15% lower IT effort and 10% faster time to market, improving customer experience and sales operations.