Case Study: Mitsui Sumitomo Insurance Company, Limited achieves 7x FAQ site visits, improved call-center efficiency and highest customer-experience certification 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. (MSI), a leading Japanese non‑life insurer and part of the MS&AD Insurance Group, sought to boost operational efficiency amid domestic market saturation and a shrinking population. The company needed to divert routine queries from its 10 service desks across three nationwide call centers to a self‑service website, provide clear, up‑to‑date FAQs accessible on mobile, and analyze thousands of daily inquiries to predict call volumes and optimize staffing.

MSI implemented Oracle Service Cloud’s intelligent knowledge base to centralize content and automate FAQ updates, expanding FAQ items from 300 to 1,300 and increasing site visits 7× (from 8,000 to 58,000 in four months). The solution cut inbound calls, shortened content-update cycles from weeks to a day, improved search accuracy and mobile access, boosted staff productivity, and helped MSI earn the highest customer‑experience certification in Japan’s 2015 non‑life insurance survey.

Mitsui Sumitomo Insurance Company, Limited

Takayoshi Iwamae

Manager, Contact Center Planning Department