Tokio Marine Vietnam Powers CX With OpenText

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OpenText announced Tokio Marine Insurance Vietnam (TMIV), a P&C insurer in Vietnam, implemented OpenText solutions to modernize its client communication strategy and enable rapid delivery of information to customers.

Providing high-quality insurance and risk management services to enterprises across the region, TMIV has established itself as a trusted partner for its customers in a dynamic and competitive industry. As part of its growth and expansion plans, the company strives to provide the highest standards of service, including clear, prompt client communications by developing efficient workflows that enable seamless processing of high-volume client requests.

“One of the most important client communication pieces for us is the policy document. Previously, we relied on manual processes to design, edit, and personalize these documents. This approach was so time-consuming, increased production costs, and resulted in long wait periods for customers,” said Mr. Hideki Maeomote, General Director of TMIV. “We needed a solution that would streamline and accelerate our document workflows, aligned with our values to “Japan Quality” to our customers. With OpenText Exstream, we have modernized internal processes and cut time spent preparing insurance documents by almost half.”

“Helping customers approach new business opportunities by modernizing their workflows is paramount in creating customer value,” said James McGourlay, Executive Vice President, International Sales, OpenText. “By relying on OpenText, TMIV transforms standard client communication processes to provide highly effective and efficient client experiences. We’re pleased to continue working with our valued partner Delaware to explore more avenues to help TMIV expand their digital modernization strategy.”

To improve customer experience, TMIV leveraged OpenText Exstream and accelerated the creation of policy documents by 40%, helping the company process growing client requests. Manual processes were replaced with streamlined digital authoring and editing tools, cutting production costs and improving customer satisfaction as clients now receive their policy information faster. The solution was also utilized by the company’s Indonesia non-life insurance entity, PT Asuransi Tokio Marine Indonesia (TMI), for policy issuance.