Case Study: SBI Securities achieves faster, more efficient customer service with Genesys Cloud

Winning in high-stakes financial markets

SBI Securities, a leading digital trading firm in Japan, needed a way to scale customer service as demand surged past 10,000 daily inquiries while reducing long wait times and overcoming the limits of its old on-premises contact center. Using Genesys Cloud®, the company also wanted to speed up CX innovation and give supervisors and operators a more efficient, easier-to-use system.

Genesys implemented Genesys Cloud to centralize inbound service, quality assurance, and monitoring, enabling staff to handle multiple calls and trades at once. The result was shorter hold and handle times, supervisors working 90% more efficiently, and cost savings equivalent to 30 to 40 FTEs, while SBI Securities gained the agility to keep growing without sacrificing customer experience.

SBI Securities

Yuji Kawata

Customer Success Promotion Department