Case Study: Tokio Marine Management achieves 97.5% first-call resolution and 60% reduced handle time with Genesys Cloud CX

Delivering superior customer experience with leading cloud technology

Tokio Marine Management Australasia (TMMA), the travel insurance arm serving large clients across Australia and New Zealand, needed to differentiate on customer service but was held back by a legacy PABX and manual spreadsheet rostering. The old system lacked call recording, workforce management and remote-working capabilities, making it hard to scale, meet SLAs and maintain productivity as interactions grew.

Implementing Genesys Cloud CX with inbound routing and Workforce Engagement Management gave TMMA an all‑in‑one cloud platform that improved first-call resolution to about 97.5%, cut abandonment to below 3% and reduced average wait time to 10 seconds. Average handle time dropped 60%, schedule adherence rose 30%, agents now handle 50% more calls, and the contact center absorbed an 88% increase in interactions while lowering operational costs and maintaining service levels.

Tokio Marine Management

Aaron Roche

Travel Manager, Operations