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Fujitsu

 

Global

 

Daido Life Insurance Company

"A single tablet device that can be used for everything explaining insurance products through to closing contracts, improving customer satisfaction and operational efficiency as well as reducing burdens on customers."

The Customer

Daido Life Insurance Company

Established: July 14, 1947
Address: 1-2-1 Edobori, Nishi-ku, Osaka-shi, Osaka 550-0002 Japan 1-2-3 Kaigan, Minato-ku, Tokyo 105-0022 Japan
Website: https://www.daido-life.co.jp/
Daido Life is an insurance company that plays a central role in the T&D Life Group along with Taiyo Life Insurance Company and T&D Financial Life Insurance Company. As an expert in corporate insurance, Daido Life offers an extensive lineup of products that comprehensively covers the risks of business owners, including a J-Type policy in which a large lump-sum insurance benefit is paid when the subscriber is affected by a major disease, an M-Type policy that covers temporary absence from work due to hospitalization, and other insurance products that help private business owners deal with issues related to inheritance and asset management.

Case study outline

Industry: Insurance
Hardware: Tablet device exclusively for Daido Life Insurance Company: Ace With
OS: Windows 7 Professional
CPU: Intel® Core™ i5-3427U processor (1.80 GHz)
LCD: 12.1-inch XGA, 1024 × 768 pixels
Thickness: 13.5-14.9 mm
Weight: 914 g

Issues

  • All mobile terminals used in sales activities should be renewed to reduce the burden on customers when applying for insurance products, and to streamline sales activities outside the office
  • Troublesome procedures that involve concluding multiple contracts at the same time should be streamlined while assuring security
  • FeliCa, which had been used as an employee ID and an authentication device, also should be used for the authentication of these tablets

Results

  • Conventional notebook PCs have been replaced with lightweight tablets, allowing quick connection to internal systems with improved ease of use
  • A more comfortable contract procedure using tablets, and a high level of security to protect data using functions such as remote data erasure
  • Security and ease of use are achieved at a high level by allowing employees to log in using their FeliCa-compatible employee IDs

Daido Life Insurance Company (hereinafter "Daido Life") has replaced notebook PCs, which had been used as a sales tool, with tablet devices. By using a single device for everything from consultations with customers, product proposals, application procedures for insurance products, through to maintenance of contract details, an environment that shortens the time required for concluding contracts and that streamlines the handling of different processes could be achieved. Daido Life selected a lightweight Fujitsu tablet with a large display, long battery life, and FeliCa compatibility. By changing to a tablet device, Daido Life has also achieved a high level of security by enabling the remote erasure of data and other operations.

■ Background to the introduction
Tablets were considered as a new sales tool to replace notebook PCs that never gained popularity

Mr. Yamamoto Mr. Osamu Yamamoto, senior project manager, Sales Activities Innovation Project, Sales Planning Department, Daido Life Insurance Company Daido Life had used Ace Navi, a notebook PC-based sales tool, with the aim of improving convenience and efficiency for sales representatives. However, according to Mr. Osamu Yamamoto, a senior project manager of the Sales Activities Innovation Project conducted by the Sales Planning Department of Daido Life, the tool could not be used effectively: "The notebook PC that we introduced previously was very heavy and its battery did not last a full day. Therefore, it could never gain popularity for use outside the office, and a majority of our sales activities was still paper based."
In recent years, however, tablets for personal use have gained in popularity and are being introduced for business use, so Daido Life began to consider using them. As part of its efforts to streamline sales activities, the company established the Sales Activities Innovation Project in April 2012 as a step toward the introduction of tablets.
As Daido Life specializes in insurance products for small and midsize businesses, most contracts are intended for companies. Therefore, many of the policies handled require completing multiple contracts, forcing employees to carry a thick bundle of documents. In the event any incomplete forms were found, employees had to take them back to the customers to have them completed, which took a lot of effort and time. Thus, the company was looking for a new tablet that was capable of concluding multiple contracts on the go.

Mr.Noritaka Mr. Noritaka Oe, project manager, Sales Activities Innovation Project, Sales Planning Department, Daido Life Insurance Company Daido Life first considered the iPad, but finally decided to introduce a Windows tablet. Mr. Noritaka Oe, a project manager of the Sales Activities Innovation Project, commented on the reason behind this decision: "As the current system has been developed based on Windows, if we were to introduce a terminal running on a different OS, a new system must be developed, which would cost us a lot of money. That's why we narrowed down our candidates to Windows tablets."

■ Key points of introduction
A lightweight Fujitsu tablet, equipped with a large display and FeliCa compatibility, was selected

Mr. Toda Mr. Kentaro Toda, assistant project manager, Sales Activities Innovation Project, Sales Planning Department, Daido Life Insurance Company After comparing Windows tablets from multiple providers, the company selected a Fujitsu tablet. The main reasons for this included: a 12.1-inch display weighing just 914 g, a quick-charging long-life battery, and compatibility with FeliCa authentication. FeliCa compatibility was a must because the company uses FeliCa-compatible employee IDs as an admission pass for entry into offices and for attendance management. These IDs were also used for authentication of the Ace Navi, the previous sales terminal. Mr. Kentaro Toda, an assistant project manager of the Sales Activities Innovation Project, said: "We definitely needed two-factor authentication for security reasons, and all the other companies recommended USB authentication. But Fujitsu had a big advantage because it could integrate a FeliCa reader."
Daido Life requested a range of customization options that would enable the tablet to be used for daily operations as much as possible. Even after it decided to introduce a Fujitsu's tablet, it took about six months to finalize the specifications, thinking through details such as the sensitivity of the dedicated stylus pen, speaker volume, and the position of the FeliCa reader. The dedicated stylus pen was particularly important because it would be used by customers to sign contracts, so painstaking adjustment was requested until a satisfactory writing performance could be achieved. Ultimately, the stylus was able to reproduce the handwriting of the writer almost perfectly.
Daido Life was also particular about the tablet cover. Mr. Oe said: "We requested a lightweight cover that could enclose the entire tablet, and that would either allow the tablet to stand or lie flat in use. We also wanted a guide rib to support the placement of a FeliCa card."

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The writing performance of the dedicated stylus pen was painstakingly adjusted to imitate the feel of signing a piece of paper as much as possible. The pen pressure is detected, and stops and strokes are reproduced beautifully.

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Special cover colored in blue, which is a color used in Daido Life's logo (left).

■ Results of introduction
Explanation through to conclusion can be completed on the go, which is highly appreciated by field employees

Three hundred of the new Ace With terminals were introduced in Saitama Prefecture and the Shibuya area of Tokyo in December 2013. The device was adjusted based on actual use, and 2,900 units and 3,800 units were additionally introduced in February and March 2014, respectively, to reach a total of 7,000 units nationwide. One unit was distributed to each sales representative throughout Japan.
In the office, the tablet is used in combination with a keyboard and a cover that also acts as a stand to imitate the look and feel of a notebook PC. At the customer's place, insurance products are explained using tablet mode. Conventionally, if a representative received an unexpected question from a customer regarding a product and the representative did not have a brochure for that product, the representative had to get back to the customer with a brochure at a later date; however, using a tablet allows the representative to show all product information while at the customer's place. The tablet can also be used for accepting applications, and some representatives have said they have received applications immediately after explaining the product. When closing contracts, as detailed conditions can be checked on site, the need to rework documents due to clerical errors is rarely required. Other unexpected positive feedback has been received, for example, completing paper-based agreements was sometimes difficult at factories without a desk, but using a tablet is convenient because it allows documents to be completed anywhere.

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Standard employee ID is used for the authentication of the terminal. A FeliCa reader has been installed at the back of the unit through customization. A guide rib is attached to the back of the cover to prevent the card from falling out.

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Simulation results can be displayed immediately after interviewing the customer regarding subscription terms. Timely offerings have led to an increase in the speedy conclusion of contracts.

Customer information is basically stored on servers, but the application procedure has been redesigned so that it can be carried out offline by downloading data. Mr. Yamamoto said: "The exchange of large amounts of data depends on the communication environment. If applications cannot be accepted due to problems in communications, employees will eventually stop using the procedure— disrupting the entire process. Therefore we had to develop a function that enables the application procedure to be conducted smoothly in any kind of communication environment." As a matter of course, after sending the data to the server, the data on the terminal will be deleted. In addition, Fujitsu's remote erasure service has been introduced to enable the remote erasure of data remaining on the terminal in the event that an employee loses a terminal.
The tablet is also used for a wide variety of other applications, such as the cotinine test that assesses whether the customer is a smoker by connecting the customer with an expert representative via videophone, and a function that uses a camera to scans business cards to retrieve data.
Mr.Ogawa Mr. Hiroaki Ogawa, Sales Activities Innovation Project, Sales Planning Department, Daido Life Insurance Company Mr. Hiroaki Ogawa of the Sales Activities Innovation Project, who was a sales representative until recently, commented on the usability of the new device: "The previous device required a lot of time until the connection was established. I had to wait until the PC was up and running and then insert a mobile card, so I felt some stress when I wanted to answer the customer's question immediately. But now, as soon as I turn on the tablet, a connection with the system is established, so I can look up the information and answer the question immediately. I think the usability has greatly improved."

■ Future outlook
The company will continue to maximize values by introducing other new systems and expanding applications

This project marked its milestone by completing the introduction of 7,000 tablets by March 2014. But the company plans to further enhance performance by introducing software that automatically navigates an activity plan based on customer information, and enhance the sales activity support system to improve convenience.
Mr. Yamamoto thanked Fujitsu: "Although our specification requirements changed a lot, Fujitsu's response was always sincere and speedy, so we could trust them and have peace of mind. We would like to continue our effort to improve the tablet in cooperation with Fujitsu."
Through this project, Daido Life successfully introduced a tablet that matches its needs as a sales tool. Their business will continue to develop in tandem with the further development of this tablet.

Introduced product

Tablet device exclusively for Daido Life Insurance Company: Ace With

Ace With

The tablet has a 12.1-inch XGA LCD display. Windows 7 Professional is used for its OS. The battery performance allows a life of up to 7 hours as well as quick charging. The capacitive and inductive touch screen and the dedicated stylus pen with superb writing performance can reproduce the handwriting of the writer almost perfectly. A FeliCa reader is fitted to allow personal authentication using employee ID. The tablet weighs less than 1 kg at only 914 g. A camera with an image stabilization function, integrated on front and back sides of the tablet, allows use in multiple applications.