Case Studies > Insurance, On-Demand Apps, Visual IVR
Mitsui Sumitomo in Brazil was looking for a quick, easy, and automated solution for customers searching for information about the status of a claim, viewing payment history, or requesting a copy of their insurance policy or other documents.
Mitsui Sumitomo Seguros was looking for an innovative solution to bring visual and audio self-service to their customer experience journey to improve customer satisfaction and reduce customer effort.
Part of MS & AD Insurance Group, Japan’s largest insurance group and one of the largest globally, Mitsui Sumitomo Seguros is made up of two Japanese conglomerates with nearly 400 years of history in Japan: Mitsui and Sumitomo. Together they form one of the most solid economic groups globally, adding quality and efficiency to the most varied market segments in which it operates, such as Finance, Real Estate, Electronics, Mining, Construction, Telecommunications, Agribusiness, Insurance, among others. MS&AD Group is the 7th largest insurer globally, with a global network in more than 40 countries and regions that allows it to provide products and services worldwide.
Zappix Visual IVR was implemented by Mitsui with assistance from Zappix partner, Intelidata. Mitsui Sumitomo customers in Brazil will now enjoy a quick, easy, and automated process when searching for information about the status of a claim, viewing payment history, or requesting a copy of their insurance policy or other documents.
The automated solution empowers users with visual self-service and allows customers to transfer to a live customer service representative if needed.
The company will now automate and offer digital solutions covering 70% of the inbound calls they receieved in 2020, including: