Case Study: Mitsui Sumitomo Insurance Company, Limited increases FAQ visits and call center efficiency with Oracle Service Cloud

Mitsui Sumitomo Insurance Increases FAQ Site Visit by 7x, Improves Call Center Efficiency, and Achieves Highest Customer-Experience Certification

Mitsui Sumitomo Insurance Co., Ltd., a major non-life insurer in Japan, wanted to improve the efficiency of 10 service desks across three call centers, help customers find answers on the website instead of calling, and provide up-to-date FAQ content and better forecasting of inbound demand. It turned to Oracle Service Cloud for an intelligent knowledge base and predictive analytics.

Using Oracle Service Cloud, Mitsui Sumitomo Insurance expanded FAQ content from 300 to 1,200 items and increased FAQ site visits by 7x, from 8,000 to 58,000 in four months. The company also cut FAQ updates from up to three weeks to one day, reduced inbound call volume, improved self-service and mobile access, and achieved the highest customer experience rating and certification in the Japan Help Desk Institute’s 2015 non-life insurance industry survey.

Mitsui Sumitomo Insurance Company, Limited

Takayoshi Iwamae

Manager, Contact Center Planning Department