Case Study: Daiwa Securities achieves 2.7× increase in customer purchase rates and 50% reduction in churn with SAS AI solutions

Daiwa Securities uses analytics and machine learning from SAS to better meet customer needs

Daiwa Securities, a major Japanese brokerage committed to a “customer first” experience, faced limitations in its ability to analyze customer data and deliver timely, personalized service. After relying on tools like Microsoft Access and poorly adopted statistical software, the firm created an AI Office to find a more usable analytics platform that could deepen customer understanding and strengthen sales proposals.

Working with SAS and the Daiwa Institute of Research, Daiwa implemented SAS Analytics and AI to power a CRM-integrated recommendation system that predicts next-best communications and product offers for each customer. The solution increased customer purchase rates 2.7x, cut customer departure rates by 50%, boosted sales-rep satisfaction, and is now being rolled out across multiple departments for broader impact.

Daiwa Securities

Osamu Hasegawa

Director of the Artificial Intelligence Office