Case Study: Aioi Nissay Dowa Insurance Company Australia achieves 75% reduction in call abandonment and major service-level gains with Genesys Cloud

Treating customers as valued guests with an end-to-end cloud solution

Aioi Nissay Dowa Insurance Company Australia (ADICA) is a motor-vehicle insurer with about 120 contact-centre staff across Gippsland and Melbourne that aims to treat customers like valued guests. ADICA’s legacy on‑premises contact‑centre system limited channel support, couldn’t cope with spikes in call volume, lacked workforce management and left the business vulnerable to disruptions, so the company sought a modern, integrated platform to improve customer and staff experience.

ADICA moved to the Telstra Contact Centre Genesys Cloud (deployed with partner support), adding omnichannel routing, workforce engagement, integrations, callbacks and intelligent routing. The cloud solution enabled remote working and business‑continuity, cut call abandonment from 8% to 2%, delivered service levels up to 95.6% with 80% of calls answered within 30 seconds, roughly $150,000 in productivity savings, more balanced occupancy across teams and improved employee engagement.

Aioi Nissay Dowa Insurance Company Australia

Sheridan Francis

Manager, Regional Operations Center