improvement to customer resolution time
from 15 minutes to 1-2 minutes
to 10 minutes on average
Founded in 1964, ORIX Group and at the end of September 2025 had 1,400 consolidated subsidiaries and affiliates globally, spanning corporate finance, industrial and ICT equipment, environment and energy, automotive, real estate, private equity, banking, and life insurance.
The primary aim of ORIX’s Digital Strategy Promotion Office is to create and provide systems to enable customer engagement. Its secondary mission is to provide digital transformation support to corporate customers through IT products. The Office sells PATPOST’s generative AI-OCR technology to ORIX customers, with the technology able to read complex documents, summarize or classify them, before extracting relevant details. It features storage and keyword search features for document management and complies with the Electronic Books Preservation Act*1.
Since launching in May 2023, adoption of PATPOST has progressed with uptake driven by small to medium sized customers. By November 2025, the number of PATPOST customers exceeded 2,000 but despite this growth, challenges emerged. While customer feedback was essential to improving features, a lack of insight into the features being used meant processes were hampered.
“We needed a system that could visualize product usage in real-time. We also believed that a visualization system would allow our strategy to function effectively, deepen customer understanding for sales, marketing, and customer success, and ensure future sales expansion,” Mr. Nagasawa said. “This is why PATPOST uses New Relic for visualizing user trends.”
Takuma Nagasawa, Deputy Head of Corporate Sales Headquarters and Head of Digital Strategy Promotion Office, ORIX Corporation*2
PATPOST engineering lead Yu Makino, Chief of the Technology Strategy Team at the Digital Strategy Promotion Office, explains the decision to adopt the New Relic observability platform.
"To visualize the status of customers using PATPOST in real-time, we decided we needed to achieve observability by collecting data from all elements in the system to visualize application behavior and user experience. Through dashboards, our teams have been able to grasp PATPOST’s usage in real-time and apply learnings to their respective activities,” Mr. Makino said.
Yu Makino, Chief, Technology Strategy Team, Digital Strategy Promotion Office, Corporate Sales Headquarters, ORIX Corporation*2
"We looked for a user-based pricing structure that fit PATPOST's operations, and New Relic’s support - from onboarding during deployment to consulting services and technical support - was more comprehensive than other companies we’ve worked with. New Relic also presented a vision and showed us that observability was not just a troubleshooting tool, but a data platform for business growth that was able to be used by all stakeholders.”
PATPOST’s engineering team led the launch of the New Relic deployment project in September 2024. Within six months, they established an observability foundation while conducting a pilot, and subsequently worked to roll out New Relic to the sales, marketing, and customer success teams. In May 2025, the inside sales and customer success teams fully adopted New Relic.
Transforming all business functions
Results are shared among teams by using New Relic dashboards, which allow for understanding metrics like usage across all customers and usage per user. Additionally, dashboards for each team are customized according to the specific information shared.
Despite being in the early stages of effectively utilizing New Relic, the sales and marketing team feels confident they can approach potential customers in a more effective way. Toru Ishihara, Team Leader of the Business Promotion Team at ORIX's Digital Strategy Promotion Office, says that he anticipates New Relic enabling his team to reduce manual work.
"We need to grasp live use cases that feature customers in various industries, so that this can be applied to proposals for different companies in the same industry. Utilizing New Relic will enable use case data to be collected and understood,” Mr. Ishihara said.
Toru Ishihara, Team Leader, Business Promotion Team, Digital Strategy Promotion Office, Corporate Sales Headquarters, ORIX Corporation*2
In fact, efforts are underway to use New Relic data to identify the industries and usage patterns of customers who are utilizing new AI features that were added to PATPOST in April 2025.
“Currently, we are working with the engineering team to build a dashboard that will allow us to easily spot-check customer usage for each feature, and to create an environment where we can dig deeper into use cases by industry," Mr. Ishihara explained.
Dashboard used in inside sales, visualizing user actions
The PATPOST customer success team began using New Relic dashboards in May 2025 to speed up the response to PATPOST customer queries.
“Before New Relic, our team was not able to immediately understand the cause of an error. This meant the engineering team had to always conduct manual checks and spend an average of 20 to 30 minutes resolving every single customer issue. Now, we can isolate the cause of a problem, allowing for quicker and smoother collaboration across the engineering team. Consequently, the time to resolve customer issues has been reduced to an average of 10 minutes. New Relic has halved the time taken to resolve customer problems,” Kyohei Tateishi from the ORIX Business Center Okinawa said.
Kyohei Tateishi, e-Service Team, Division 4, ORIX Business Center Okinawa Corporation*2
Identifying the cause of failures
The engineering team has significantly expanded its ability to respond to and identify the cause of failures thanks to New Relic.
“Before deploying New Relic, our system was not fully monitored. If an error occurred in those parts, we wouldn't notice the failure until we received a customer query. Since deploying New Relic, we can thoroughly monitor the entire system, and if it’s a simple error, we can usually identify the cause just by looking at the alert. This means it takes only about a minute to pinpoint the root cause of the issue,” Mr. Makino said.
About 50 alerts are triggered each month, with the time to identify their cause reduced from an average of 15 minutes down to 1-2 minutes. Additionally, engineers are able to spend their time focusing on more productive tasks.
Additionally, the engineering team is hoping to find potential success through using New Relic AI, and hopes to expand this across non-engineering teams in the future.
“By having observability, it doesn’t matter how much our customer base grows, we can turn these voices into visible data, allowing us to move forward and improve product value and service,” Mr. Nagasawa said.
Looking forward, the ORIX team hopes to apply the success of New Relic to other products, and to achieve observability with New Relic not just for customer-facing products but also for internal systems to improve operation and management efficiency.
Official site for PATPOST: https://patpost.jp/
*1 In the case of storing electronic transaction data, it is necessary to establish and comply with separate administrative procedures regarding the prevention of alterations and deletions.
*2 Titles and affiliations are as of the time of the interview.
Note: The information provided here is current as of November 2025.
