Gibraltar Life Award
2025-07-07 06:29:15

Gibraltar Life Insurance Celebrates Excellence in Customer Support for 2025

Gibraltar Life Insurance Triumphs in Customer Support Excellence



Gibraltar Life Insurance Co., based in Chiyoda, Tokyo, has recently announced that it received the prestigious Excellence Award in the 2025 Customer Support Recognition Program, organized by the Japan Corporate IT Association. This recognition highlights the company’s commitment to enhancing customer service quality through clever use of technology while emphasizing the importance of human connection in the age of Artificial Intelligence.

Award and Theme


The theme under which Gibraltar Life earned this recognition was "In the Age of AI, Cherishing Human Attachment in Services - Utilizing AI and LINE WORKS." This encapsulates their philosophy of integrating modern technology with a dedication to excellent customer interaction and support.

Initiatives that Led to the Award


Gibraltar Life implemented several key initiatives focused on improving operational efficiency and service quality within their contact center, which ultimately played a critical role in their award-winning performance. These initiatives include:

1. Efficiency Improvements with AI: The company utilized generative AI to streamline post-call processing, significantly reducing the time staff spends on administrative tasks. This allows representatives to focus more on meaningful customer interactions.

2. Streamlined Internal Processes with LINE WORKS: By employing LINE WORKS for internal handling of re-issuance requests for deductible certificates, the company has created a more effective process that benefits both employees and customers.

3. Enhancements in Response Quality: Ongoing training programs aimed at improving staff skills have been instituted, ensuring a consistent standard of service delivery across all customer interactions.

4. Creating a Supportive Work Environment: Initiatives like various recognition programs not only enhance performance but also contribute to a positive workplace culture, driving employee motivation and job satisfaction.

These initiatives showcase how Gibraltar Life has effectively harnessed AI and IT tools to refine their operations while also emphasizing employee engagement and development, a dual focus that has led to favorable results across customer satisfaction, business efficiency, and workforce morale.

Recognition Criteria


The Customer Support Recognition Program honors organizations of all sizes that demonstrate creative and advanced efforts in customer service. By enhancing customer satisfaction and solving relevant challenges, recognized organizations contribute significantly to the evolution and development of customer support initiatives. The panel deemed Gibraltar Life's holistic approach to improving service and employee engagement as worthy of distinction.

Future Commitments


With this award acting as both honor and motivation, Gibraltar Life is committed to continual enhancement of customer satisfaction, aiming to refine service quality further while embracing innovative initiatives. The company acknowledges that by fostering a culture of excellence and leveraging technology, they can better meet the needs of their customers in a rapidly changing environment.

For more information about the Customer Support Recognition Program, you can visit here.


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Topics Consumer Products & Retail)

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