OpenAI
October 29, 2026
Credit Saison achieves 954% ROI in a ChatGPT Enterprise pilot
Credit Saison’s ChatGPT Enterprise pilot delivered 954% ROI. See how leaders and employees helped turn the results into companywide adoption.
Contact sales
Company size: Enterprise
Region: Asia-Pacific & Oceania
Industry: Finance
Products: ChatGPT
954%
Return on investment (ROI) in the pilot
14
hours saved per pilot participant each month
1
month from the end of the pilot to the decision to roll out ChatGPT Enterprise companywide
850
hours saved per month on average through the engineering team’s use of Codex
Loading…
Credit Saison’s business centers on credit cards, with approximately 31.16 million cardholders. The company also operates financing and international businesses.
In September 2025, Credit Saison rolled out ChatGPT Enterprise to all employees. A pilot had exceeded its targets for time savings, giving the company the confidence to approve a companywide rollout just one month after the pilot ended. The rollout gave every employee access to AI at work. That shift began with the pilot.
With many employees in generalist roles, Credit Saison wanted to understand how AI could improve everyday work and deliver tangible results. Kazutoshi Ono, Credit Saison’s Senior Managing Executive Officer, CDO, and CTO, set a clear direction: “We won’t know until we really put it to work.”
Working with OpenAI, the company ran a ChatGPT Enterprise pilot with 315 participants for a little over a month, from late June to early August 2025. The group brought together volunteers, employees nominated by the project team, every executive including the president, and representatives from every department. It accounted for just under 10% of the company’s approximately 3,700 employees in Japan.
The results? Credit Saison reports a 954% return on investment (ROI) and 14 hours saved per employee each month, equivalent to approximately 169 hours annually. Both figures significantly exceeded the company’s initial targets of 500% ROI and 7.5 hours saved per person per month.
In a survey after the pilot, 75% of managers and 70% of nonmanagerial employees said they could not do without ChatGPT Enterprise. Approximately 80% of respondents in the legal department felt it improved their ability to do their jobs, while more than 80% in the IT department reported greater job satisfaction. The benefits extended beyond time savings to how employees felt about their capabilities and their work.
The pilot’s results reflected both the support in place and the people involved. Credit Saison’s CoE, which leads AI adoption, used a dedicated Slack channel to share successes and failures openly. Individual experiences became lessons the whole organization could use. OpenAI supported the effort with training for executives and practical workshops for beginners, helping participants apply AI to their work.
One highlight of the pilot was a custom GPT designed to simulate shareholder meetings. Using voice mode, employees could rehearse realistic, interactive exchanges that mirrored an actual shareholder meeting. The GPT drew particularly strong interest from Credit Saison’s senior leadership, and requests to share the prompt soon followed. This enthusiasm helped drive broader adoption of voice-based AI across the company.
Leadership’s engagement went beyond showing interest. Ono encouraged Katsumi Mizuno, Credit Saison’s representative director, executive president and COO, to lead by example: “It’s not enough to encourage employees to use it. Leaders need to use it regularly themselves.” Mizuno embraced this approach, creating his own custom GPT for company research and incorporating it into his daily work.
Executives were using AI themselves while employees were finding practical applications. Together, those efforts connected the decision to invest with everyday use, helping Credit Saison approve a companywide rollout within a month of completing the pilot.
Across Credit Saison, employees are finding practical ways to incorporate ChatGPT into their everyday work, as these three use cases illustrate.
Retail sales: capturing daily team debriefs
At counters in shopping malls and other locations, Credit Saison employees help customers sign up for and use credit cards. A custom GPT for store performance reporting helps these teams document their meetings at the end of each day.
Using audio from the regular debrief, the GPT automatically summarizes each employee’s results, meeting notes, handover items for the next day, and areas to focus on. Teams keep running their meetings as usual while spending less time on documentation and compiling results. The familiar workflow makes it easy to adopt even for employees new to AI, and it is now used at every location.
Corporate sales: turning business challenges into better proposals
Corporate sales teams use a custom GPT for company research to analyze customers. It helps them identify business challenges and assess where Credit Saison’s services could help.
In one company analysis, it surfaced challenges that employees themselves had not fully recognized. By streamlining research and analysis before sales meetings, the GPT is helping teams improve the quality of their proposals.
Inside sales: giving new hires more opportunities to practice
Inside sales teams needed to give less experienced employees more opportunities to practice without taking experienced colleagues away from selling.
A custom GPT for prospect roleplay helps address that challenge. The AI plays the prospective customer, allowing employees to rehearse sales conversations by voice and receive feedback afterward. Teams value the chance to gain practical experience before speaking with real prospects.
Results at a glance
954% ROI achieved in a pilot with 315 participants
14 hours saved per participant per month, equivalent to approximately 169 hours a year
75% of managers and 70% of nonmanagerial employees said they could not do without ChatGPT Enterprise in the post-pilot survey
Approximately 80% of legal department respondents reported an improved ability to do their jobs, and more than 80% of IT department respondents reported greater job satisfaction in the same survey
A decision to roll out ChatGPT Enterprise companywide within one month of completing the pilot
Credit Saison sees AI transformation, or AX, as having three dimensions. The first, “Employee AX,” changes how employees work and enables things they could not have done without AI. That extends beyond the use of ChatGPT in sales. In engineering, for example, Credit Saison reports that Codex saves an average of 850 hours of work each month.
The company is also looking toward “Customer AX,” which focuses on improving customer experiences, user interfaces, and user experience, and “Corporate AX,” which rethinks organizational structures and roles around AI.
For Customer AX, Credit Saison is developing an AI call center in-house. Corporate AX is at an earlier stage, with the company identifying specific applications. It is also considering ChatGPT Work as part of its ambition to help employees focus on higher-value work. As AI takes on tasks autonomously, the company plans to take an even more careful approach to security, with the protection of customer information as a prerequisite.
“We can’t stop at Employee AX. The challenge ahead is how far we can progress toward Corporate AX, redefining our organizational design and the division of responsibilities with AI as a starting point.”
—Kazutoshi Ono, Director, Senior Managing Executive Officer and CDO, CTO, Credit Saison
Credit Saison sees its relationship with OpenAI as important to that progress. By staying informed about the latest capabilities, it plans to evaluate how new technologies can improve its operations and create value for customers, then deploy them quickly once it has established that they can be used safely.
Leaders using AI themselves and employees finding ways to make it useful in everyday work have sustained adoption at Credit Saison. The next step is to build on those small, practical improvements and extend them to customer interactions and the way the organization works. The company aims to turn “Assistive Intelligence,” its approach to helping people do more, into transformation across the business.
Join the new era of work
More than 1 million businesses around the world are achieving meaningful results with OpenAI.
Contact sales
Keep reading
An updated Model Spec for more capable and beneficial AI
SafetyOct 29, 2026
How we detect frontier model misalignment
SecurityOct 29, 2026
Ropes & Gray develops AI for transactional diligence
Oct 29, 2026