Credit Saison rolled out ChatGPT Enterprise companywide after a pilot delivered 954% ROI and 14 hours saved per employee monthly. The 315-participant pilot, led by CDO Kazutoshi Ono, exceeded targets of 500% ROI and 7.5 hours saved. Employees reported 75% of managers and 70% of non-managers could not work without the tool. Legal and IT departments saw notable improvements in job satisfaction and capability. Leadership, including President Katsumi Mizuno, used custom GPTs to model adoption. OpenAI provided training and workshops. A custom voice-mode GPT simulated shareholder meetings, drawing strong interest from senior leaders. The success led to a full rollout within one month of the pilot’s end.
Employees now use ChatGPT for daily debriefs, customer service, and internal workflows. Retail teams use a custom GPT to summarize audio from end-of-day meetings. The initiative reflects a top-down and bottom-up approach, with executives leading by example and sharing learnings via Slack. Credit Saison’s 31.16 million cardholders and 3,700 Japan-based employees are now part of an AI-integrated workforce.
Source: OpenAI Blog · Summarized by HeadlinesBriefing