Infobip Case Studies Tokio Marine: Streamlining Policy Renewals and Reducing Complaints with SMS

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	Tokio Marine: Streamlining Policy Renewals and Reducing Complaints with SMS Infobip

Tokio Marine: Streamlining Policy Renewals and Reducing Complaints with SMS

Infobip

Technology Category	Infrastructure as a Service (IaaS) - Cloud Databases
Applicable Industries	Marine & Shipping Transportation
Applicable Functions	Logistics & Transportation
Use Cases	Chatbots Last Mile Delivery
Challenge	Tokio Marine, a leading insurance provider in Thailand, was facing a significant challenge with its policy renewal process. The process was long, costly, and inefficient, with up to 20 of the insurer’s internal departments messaging customers directly due to a lack of unified databases. This lack of alignment led to inadvertent spamming of customers and inefficient processes where customer data was manually extracted from multiple databases and input into a third-party messaging system for delivery. Furthermore, many sent messages were undelivered, and the third-party sender reports could not explain why. This inefficiency led to a sharp rise in customer complaints, with contact center agents spending up to three days resolving complaints, leaving no time for upselling or cross-selling. The company sought to resolve these issues by partnering with external solution providers. Read More
About Customer	Tokio Marine is a leading insurance provider in Thailand, having entered the Thai market in 1997. The company was founded in Japan over 140 years ago and is one of the most globally diversified and financially secure insurance groups in the world. It operates in more than 45 countries and is currently Japan’s largest insurance group, boasting US$205 billion in assets and a market capitalization of US$35 billion. Read More
Solution	Tokio Marine partnered with Infobip to implement a secure, comprehensive, user-friendly, and well-supported SMS solution to improve the policy renewal experience. The solution was used daily to send customers SMS messages about policy updates, renewals, and promotions. This solution helped the company unify multiple databases, allowing them to monitor messages from a single location and prevent future spamming of customers. Infobip’s reporting features made it easy for Tokio Marine agents to quickly identify and resolve delivery issues, simplifying the delivery process. Agents could now message the right customers by uploading an Excel file containing relevant contact details to Infobip’s web interface. This streamlined process led to significant improvements in productivity, efficiency, and speed. Read More Log in to view content
Contents

Technology Category

Infrastructure as a Service (IaaS) - Cloud Databases

Applicable Industries

Marine & Shipping

Transportation

Applicable Functions

Logistics & Transportation

Use Cases

Chatbots

Last Mile Delivery

Challenge

Tokio Marine, a leading insurance provider in Thailand, was facing a significant challenge with its policy renewal process. The process was long, costly, and inefficient, with up to 20 of the insurer’s internal departments messaging customers directly due to a lack of unified databases. This lack of alignment led to inadvertent spamming of customers and inefficient processes where customer data was manually extracted from multiple databases and input into a third-party messaging system for delivery. Furthermore, many sent messages were undelivered, and the third-party sender reports could not explain why. This inefficiency led to a sharp rise in customer complaints, with contact center agents spending up to three days resolving complaints, leaving no time for upselling or cross-selling. The company sought to resolve these issues by partnering with external solution providers.

About Customer

Tokio Marine is a leading insurance provider in Thailand, having entered the Thai market in 1997. The company was founded in Japan over 140 years ago and is one of the most globally diversified and financially secure insurance groups in the world. It operates in more than 45 countries and is currently Japan’s largest insurance group, boasting US$205 billion in assets and a market capitalization of US$35 billion.

Solution

Tokio Marine partnered with Infobip to implement a secure, comprehensive, user-friendly, and well-supported SMS solution to improve the policy renewal experience. The solution was used daily to send customers SMS messages about policy updates, renewals, and promotions. This solution helped the company unify multiple databases, allowing them to monitor messages from a single location and prevent future spamming of customers. Infobip’s reporting features made it easy for Tokio Marine agents to quickly identify and resolve delivery issues, simplifying the delivery process. Agents could now message the right customers by uploading an Excel file containing relevant contact details to Infobip’s web interface. This streamlined process led to significant improvements in productivity, efficiency, and speed.

Impact #1	The implementation of the SMS solution by Infobip has led to significant operational improvements for Tokio Marine. The policy renewal process has been streamlined, leading to a 2x increase in speed. The delivery rates of messages have improved dramatically, rising from 50% to 90%. This has led to a significant decrease in customer complaints, which have dropped by 70%. Furthermore, the efficiency of the system has allowed two employees to do the work of ten, freeing up other employees to focus on revenue-increasing activities such as upselling and cross-selling. The company has also seen an increase in conversion rates by complementing the insurer’s existing tools to support customer behavior via Voice, Email, 2-Way SMS, and more. Tokio Marine plans to further enhance its contact center with voice recognition chatbots in the future.

Impact #1

The implementation of the SMS solution by Infobip has led to significant operational improvements for Tokio Marine. The policy renewal process has been streamlined, leading to a 2x increase in speed. The delivery rates of messages have improved dramatically, rising from 50% to 90%. This has led to a significant decrease in customer complaints, which have dropped by 70%. Furthermore, the efficiency of the system has allowed two employees to do the work of ten, freeing up other employees to focus on revenue-increasing activities such as upselling and cross-selling. The company has also seen an increase in conversion rates by complementing the insurer’s existing tools to support customer behavior via Voice, Email, 2-Way SMS, and more. Tokio Marine plans to further enhance its contact center with voice recognition chatbots in the future.

Benefit #1	Policy renewals are completed 2x faster
Benefit #2	Delivery rates have risen from 50% to 90% with Infobip
Benefit #3	Customer complaints have decreased by 70% after switching to Infobip

Benefit #1

Policy renewals are completed 2x faster

Benefit #2

Delivery rates have risen from 50% to 90% with Infobip

Benefit #3

Customer complaints have decreased by 70% after switching to Infobip

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Overview

Tokio Marine: Streamlining Policy Renewals and Reducing Complaints with SMS

Operational Impact

Quantitative Benefit