Delivering superior customer experience with leading cloud technology

When travel insurance company Tokio Marine Management Australasia (TMMA) was looking for a contact center solution, there were several factors to consider. Most important was providing the best customer experience and service to differentiate themselves. Additionally, the company wanted an all-in-one solution with a strong feature roadmap of innovation. And, Workforce Engagement Management was essential to efficiently manage its agents.

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First call resolution improved to 97.5%

Abandonment rate below 3%

10 second average wait time

Through better routing, average handle time dropped 60%

Schedule adherence improved 30%

All-in-one solution

Customers are getting a better experience when they’re calling and the agents are far more educated on handling anything that the customer may ask.

— Aaron Roche, Travel Manager, Operations, Tokio Marine Management Australasia

TMMA is a division of leading Japanese insurance company Tokio Marine Nichido. Headquartered in Sydney, TMMA’s customers are the Royal Auto Club of Australia — representing 5.5 million people. Its customers contact them for a variety of reasons, including to get quotes and purchase travel insurance, service their policy and make a claim. The company has more than 140 employees across Australia and New Zealand, and is always striving to provide excellent customer service around the clock.

TMMA faced limitations with its previous PABX telephony system — unable to incorporate either a call recording or workforce management function. It relied on spreadsheets for rostering and scheduling, which was a time-consuming and inadequate process that couldn’t keep up with the growth of the business. With the acute understanding that service is a differentiator within its industry, TMMA wanted to deliver above its SLAs.

By introducing the all-in-one Genesys Cloud™ platform, TMMA was able to achieve a 60% reduction in average handle time, and first call resolution is now around 97.5% through better call routing. The utilization of Genesys Workforce Engagement Management tools has improved schedule adherence by 30%. This helped increase productivity in the contact center on top of an 88% increase in customer interactions.

The company was able to reduce its call abandonment rate to less than 3% by adjusting schedules to when its customers were the most active. Agents can now handle 50% more calls per month than they could the year before, leading to reduced operational cost. Utilizing adherence and quality evaluation forms, Tokio Marine can maintain service levels and ensure that its staff meets its targets.

Workforce management tools are important. That’s one of the good things about Genesys — it allows us to have that based on the same application. I didn’t have to do any change management, introducing another system to agents.

— Aaron Roche, Travel Manager, Operations, Tokio Marine Management Australasia

At a glance

Industry: Travel insurance

Location: Australia

Company size: Around 100 agents


  • Inadequate time management capabilities reduced productivity
  • Limited functionality of legacy PABX diminished customer experience
  • Lack of visibility into interaction history, recordings and call reports
  • Inability to work remotely