X-Talk
CX × Future

Tanaka Traditionally, sales of life insurance have been conducted face-to-face between the sales representatives and customers. The tablet device "DL Pad II System" used by Dai-ichi Life's sales representatives was released in August 2019 with the primary consideration of salespeople using it in front of customers. However, the COVID-19 pandemic that began in 2019 has made it extremely difficult to have face-to-face contact. In this situation, we decided to quickly adopt measures to continue sales activities in a contactless and remote manner.

Mitsufuji Specifically, we developed a web interview tool called "Doors" and a smartphone called "DL Phone" to support salespeople's activities. These tools were released in the spring of 2021.

Haraguchi The following year, in September 2022, Dai-ichi Life celebrated its 120th anniversary. This occasion led to efforts to further strengthen insurance consulting. Specifically, we created a system to calculate the future financial needs of a customer's family through life planning and create a proposal. We improved the screen display and auxiliary functions of the DL Pad II device to make it easier to understand so that all salespeople can complete the process from making a proposal to the customer to accepting the application. We feel that this device, which was released in 2022, is now well established.

Mitsufuji When considering future DL Pad II devices, it is necessary to consider the device and the application separately. The device itself has been in use for five years, and the operation has gradually become slower due to the addition of new functions. Currently, a project to improve the specifications of the device itself is underway, and the switchover is scheduled to take place in 2024.

Tanaka Life insurance is mainly sold by salespeople, but in the future, we believe it will be necessary to consider a system in which customers can actively choose insurance. Currently, DLTX is promoting efforts to expand services for customers. We also want to broaden the range of ways for customers to approach us beyond calling the contact center or speaking to a sales representative. We are working to increase direct contact with customers. In addition, customer contact information will be shared across Dai-ichi Life, and a system will be used to support ongoing communication across channels. Creating such a system is one of the important tasks for DLTX.

Mitsufuji The DL Pad II system, which went into operation in 2019, took three years to develop, although the system was provided for iOS and Android tablets, Android tablets are no longer in use. Considering this, we believe that future development will need to shift to a style in which necessary functions are developed and released in a short span of time.

Mitsufuji Until Dai-ichi Life's 120th anniversary (2022), there were often strong requests from each department regarding the functions of DL Pad II. However, in recent years, the system side has often proposed that "the problem can be solved with this system", and the two parties have worked together on the design.

Haraguchi We are familiar with Dai-ichi Life's business operations and believe that we understand Dai-ichi Life's systems better than anyone else. DLTX's strength is being able to make proposals that take into account points that sales representatives may not notice. In fact, our proposal to "reduce development costs and make things more convenient for customers by simplifying screen transitions" was accepted by the field. Therefore, we try to make use of the honest opinions of DLTX's young employees as much as possible.

Tanaka A recent trend is increasing needs to incorporate products that are already available in the world into Dai-ichi Life's core system. As Dai-ichi Life is constrained by the need to set up its own system as a financial institution, there are many cases where the tools that the field wants to introduce do not fit the system, or problems arise after introduction. DLTX is a company that has the know-how to build systems as a financial institution, while also being familiar with Dai-ichi Life's business operations. We believe that we are able to contribute to Dai-ichi Life by acting as an intermediary between tool vendors and Dai-ichi Life, and by proactively supporting development to incorporate external tools.