Case Study: MSIG Asia achieves seamless omnichannel self-service and operational efficiency with OpenText

MSIG Asia enhances customer experience with digital evolution

MSIG Asia, the regional arm of Mitsui Sumitomo Insurance, faced rising customer expectations, large volumes of regulated data and a distributed workforce—challenges intensified by the COVID-19 pandemic that increased demand for digital, self-service insurance and remote collaboration. To remain competitive the insurer needed a unified, omnichannel way to deliver policy information, automate processes and support a seamless digital experience for customers and staff.

MSIG implemented OpenText solutions (Extended ECM, Exstream, AppWorks and Intelligent Capture) to create a single source of truth, digitize documents (GreenDocX), automate sales and claims workflows and enable multichannel communications. The rollout delivered omnichannel self-service, improved customer satisfaction, streamlined operations, reduced processing costs, and strengthened infrastructure and adaptability across the business.

MSIG Asia

Joseph Yew

Chief Information Officer