Case Study

Moving Customer Service into the Cloud for Tokio Marine

Moving Customer Service into the Cloud for Tokio Marine

Tokio Marine Builds Customer Services in Azure to Deliver Increased Customer Satisfaction & Impressive Cost Reductions

Tokio Marine Seguradora S.A. wanted to implement a new system to strategically address customer needs using the insurer's 24-hour assistance portals and online applications. The new designed and implemented system “Tokio Marine Servicos” (TMS) in the cloud, turned a weakness into a competitive advantage. It enabled Tokio Marine to provide services 24/7 with full speed and reliability to its customers that crucially improved their satisfaction and confidence.

Wilson Leal

“This cloud-based service that strengthens our relationship with our customers has been made possible by our close cooperation with SoftwareONE.”

CIO, Tokio Marine

The Project

  • Customer: Tokio Marine

  • Industry: Insurance

  • Services: Managed Cloud

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About The Customer

Headquartered in São Paulo, Tokio Marine Seguradora S.A. is one of the largest insurance providers in Brazil. The company offers a full line of products through a network of insurance brokers to business and private customers operating from over 73 offices country-wide. Working with SoftwareONE since 2013, Tokio Marine has used the partnership to successfully transform its business for impressive cost savings and increased productivity.

The Challenge

To serve its customers around the clock, Tokio Marine’s wanted to develop a 24-hour customer service platform. It would cover all customer portals and applications, connecting customers directly with recommended service providers. In addition to general assistance, the new "Tokio Marine Servicos" (TMS) provides a scalable system that monitors the service provider network. It's designed to guarantee the best possible quality of customer care. It's also an adaptable platform that will support continued growth for Tokio Marine in the Brazilian market.

The Solution

SoftwareONE designed and implemented the cloud computing system architecture for the operation of TMS. It is the first project of Tokio Marine that is 100% cloud-based. Tokio Marine invested approximately R$ 20 million in the project and hired 250 employees to operate the technology department and call center. The intention is to strategically manage the demands of customers when using 24-hour assistance.

In partnership with Microsoft, SoftwareONE now conducts a weekly monitoring review with Tokio Marine’s system architecture team to consistently optimize processes.

The Result

  • Increased Data Protection Through High Availability
    Data from customers, insurance brokers, and service suppliers is distributed across multiple data centers to create a system that never "crashes." In the case of any failure, users are automatically redirected to another location, ensuring continuous operation without disruption. This not only increases data protection but also secures Tokio Marine’s productivity and customer satisfaction.
  • Fully Gained Service Scalability for its Customers
    Cloud resources can be directly and automatically adapted to respond to increasing or decreasing demand. This is a massive benefit for the continuous growth of Tokio Marine, by providing the scalability of services that were previously a concern. Now, Tokio Marine can precisely react to changing customer demands and tailor services accordingly.
  • Reliable and Consistent Internet Connection
    The cloud structure provided by Microsoft Azure guarantees a safe, stable, and responsive Internet performance. All users can access the insurer's portals through TMS, including brokers, consultants, and customers. The platform delivers impressive gains in productivity, efficiency, and customer satisfaction.
  • Significant Cost Savings Through Payment on Demand
    Azure billing on-demand, according to usage, enables Tokio Marine to achieve considerable cost savings. The cloud structure has reduced expenses to one-fifth of the previous on-premises structure.

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