Customer Story

Sompo Insurance

"I have observed that after the implementation of G Suite our employees have become more engaged with their work and show greater willingness to share their ideas."

Joe Lee, Head of Information Technology, Sompo Insurance (Hong Kong)

We wanted to provide technologies that would enable team members to work more efficiently and focus on improving customer satisfaction,” Lee says. “We also wanted to streamline the internal processes supporting our entry into new markets.” Sompo Insurance (Hong Kong) decided to choose applications that could be deployed quickly and easily, were simple for employees to use and that delivered a rapid return on investment.

“We decided to measure G Suite and rival cloud-based office productivity software,” Lee says. “Our calculations showed a return on investment for G Suite of 104 percent in three years, compared to 30 percent for the rival solution over the same period. We could also see near-immediate payback in the first year for G Suite compared to about six years for the competing software.” Furthermore, G Suite included products such as Google Sites that Sompo Insurance (Hong Kong) could use to help create an internal staff portal.

Lee and his team presented a plan to deploy G Suite to senior management, who leapt at the opportunity to streamline processes and improve productivity at the business. Sompo Insurance (Hong Kong) decided to proceed with its G Suite deployment in February 2017 and completed the rollout to its 100-strong workforce in early May the same year. Team members now have access to a range of intelligent applications to operate more efficiently and productively while the IT team has sharpened its focus on higher-value activities than administering on-premises infrastructure.

“Our business teams use nearly all the applications available, including Gmail for email, Google Calendar to manage appointments, Google Drive to provide file storage and backup, Google Docs to create documents and Google Slides for presentation development,” Lee says. “We also use Google Forms to create and analyze customer surveys and Google Keep for personal note-taking.”

An internal portal for team members: Sompo Insurance (Hong Kong) has used Google Sites to create its staff portal. “We had originally submitted a budget to set up a portal using other technologies but Google Sites enabled us to create a working version for next to nothing in just a few days,” Lee says. “The portal is now the first screen that opens when our employees log on and gives them immediate access to Google services via icons for Google Drive, Google Docs and others. They can also directly view content posted by teams from across the business and news about the insurance industry through RSS feeds.” Sompo Insurance (Hong Kong) has also employed G Suite to set up a site for a small customer service team established to extend the insurer’s business into retail products. “In early July 2017, this team started selling online travel policies to retail clients,” Lee says. “Google has enabled us to set up a collaborative inbox for this team that also enables its manager to assign tasks as necessary. We’ve also used Google Sheets to manage case logs.These technologies have enabled us to set this team up as quickly as possible.”

The tools available through G Suite have also enabled Lee to set up a highly functional project management structure for his information technology team. “I am using Google Drive to store project management documents; Google Docs for minute-taking; Google Sheets to log issues and collaborate with external partners; and Google Slides to create presentations for management and other stakeholders,” he says.

Greater engagement and collaboration: G Suite’s benefits to Sompo Insurance (Hong Kong) are not limited to specific use cases. “I have observed that after the implementation of G Suite our team members have become more engaged with their work and show greater willingness to share their ideas,” Lee says. “Also, we found that we are all saving considerable time in our daily work. In the past, if someone wants to create a presentation, they need to create a draft that then needs to be reviewed by a range of colleagues. Doing this involves a very complicated procedure of obtaining feedback that must be consolidated manually into a master version. Now, using Google Slides, team members can input their feedback directly into the presentation.”

With G Suite now implemented and delivering value to Sompo Insurance (Hong Kong), Lee and his team are keeping a close eye on new tools that may enhance automation and link tasks and activities together. “G Suite is part of our direction as a business and a key enabler of our modernization program,” he says.