In the world of insurance, staying ahead means balancing customer-first principles with technological advancements. Nippon Life Insurance Company (Nissay), Japan’s largest life insurer, has been doing just that. Serving over 15 million clients with more than 70,000 employees, Nissay embraced digital transformation (DX) by implementing tools like ISL Online remote desktop to streamline operations and address modern customer needs.
In this interview, key representatives from Nissay, Mr. Yugo Eguchi, Ms. Reina Isono, and Ms. Kazuyo Seino, share their journey and insights on how ISL Online facilitated a fourfold increase in customer interactions while ensuring high security.
Q: Can you share the main motivation behind your decision to adopt digital transformation in your sales operations?
Mr. Eguchi: Before the COVID-19 pandemic, our sales involved phone appointments and face-to-face meetings to finalize insurance proposals and contracts. However, during the pandemic, non-face-to-face interactions became necessary. The traditional exchange of paper documents was both time-consuming and challenging. We urgently needed a tool to streamline these processes while maintaining high security—a critical requirement in the insurance industry.
Ms. Isono: The societal shift toward online communication also played a key role. Customers increasingly prefer instant messengers over phone calls, and we saw the introduction of smartphones and DX as essential steps to meet these needs.
Ms. Seino: Before the pandemic, face-to-face meetings were our strength. However, when in-person interactions became impossible, we had to adapt quickly. Initially, we sent proposals with numbered post-it notes and conducted sales activities over the phone. But this was inefficient and often frustrating, as we couldn’t explain details as clearly as we could in person.
Q: Why did you choose ISL Online, and how did it support your transformation?
Mr. Eguchi: ISL Online stood out for its robust security features and customization options. We implemented ISL Online Managed Private Cloud screen sharing system across our 50,000-person sales department. This allowed us to digitize materials and documents, making non-face-to-face negotiations more efficient.
Ms. Isono: The collaboration with ISL Online and Ocean Bridge, the local partner of ISL Online based in Tokyo, was instrumental. They tailored the solution to meet our needs, addressing issues like user interface adjustments for older employees and adding features like voice calls and whiteboarding. Their responsiveness ensured a smooth adoption of the tool.
Q: What benefits have you observed since implementing ISL Online?
Ms. Seino: Our Shibuya branch was the first to implement ISL Online remote desktop software, and the efficiency gains have been significant. By sharing screens, we eliminated the need to prepare physical documents, saving time and resources. Sales staff can now focus more on core tasks and less on administrative work. Additionally, the reduction in travel time allowed us to quadruple the number of customer interviews.
The tool also opened new opportunities. For instance, we successfully conducted online interviews with customers as old as 85 years, showing the widespread acceptance of this approach.
Mr. Eguchi: Tablets, smartphones, and ISL Online—which we refer to as the “three sacred treasures of digital tools”—have transformed our operations. We’ve created an environment where contracts can be completed entirely online, enhancing convenience for both customers and staff.
Ms. Isono: Customers increasingly prefer online interactions. The combination of tablets, smartphones, and ISL Online has not only met their expectations but also improved our efficiency and service quality.
Q: Were there usability challenges during the implementation? How did you address them?
Ms. Seino: Initially, the usability of ISL Online was a challenge due to unfamiliarity and the short implementation timeline. However, Ocean Bridge and ISL Online teams addressed our detailed requests, such as resizing buttons on smartphones and enabling screen writing for clearer customer explanations. These customizations significantly improved usability and adoption.
Online meetings come with distinct advantages and challenges. Here’s how Nissay weighed the pros and cons during their DX journey:
| Advantages | Disadvantages |
| 4x increase in customer interviews | Lack of physical contact |
| The ability to record and playback sessions | Non-verbal communication is difficult to grasp |
| Expanded reach | A feeling of distance |
| Lower psychological barrier to starting conversations | Reduced concentration over time |
| Reduced travel time | |
| Lower costs | |
| Quick access to digital documents |
Q: How did the team adapt to using ISL Online despite the challenges?
Ms. Seino: At first, sales staff were hesitant about using digital tools, especially because they couldn’t rely on non-verbal cues in online meetings. It took around six months of trial and error, but with training and support, we adapted. Today, online interactions are as effective as face-to-face meetings.
Mr. Eguchi: Despite the short timeline for implementation, the support from Ocean Bridge and XLAB made it possible to roll out ISL Online successfully. Their ability to customize the platform based on our feedback was invaluable.
Ms. Isono: The pandemic made traditional training sessions impossible, but we adapted by issuing monthly educational materials and instructional videos. This approach helped our team quickly learn to use ISL Online effectively.
Q: What’s next for Nissay Life Insurance in your digital transformation journey?
Ms. Isono: We aim to continue evolving with customer needs, refining our tools and processes. The feedback loop we’ve established with Ocean Bridge and ISL Online ensures that future challenges will be addressed swiftly.
Ms. Seino: We’re also focused on maintaining the balance between digital efficiency and the human touch. Online tools have their limitations, such as the lack of physical presence, but they’re invaluable for accessibility and scalability. Our goal is to integrate these strengths seamlessly into our customer-first philosophy.
Conclusion
Nissay Life Insurance’s adoption of ISL Online demonstrates the transformative potential of technology in traditional industries. By prioritizing customer needs, fostering adaptability, and building strong partnerships, they’ve set a benchmark for digital transformation. As they continue to refine their processes, their story stands as an inspiring example for businesses navigating similar challenges.