Broker’s Voice Qorus-NTT DATA Innovation in Insurance Awards 2025
BrazilCategory
Re-imagining the Customer ExperienceKeyword
Insurance, Digital channels & Omnichannels, Marketing & sales, Payments, AutomationBusiness Line
Employee BenefitsDistribution Channel
Brokers
Innovation presentation
The Broker’s Voice Project introduced a personalized support channel for the insurer’s brokers, allowing them to address commission-related issues, including payments, recovery, and bonus campaigns. By integrating technologies like Pegasystems, FileNet P8, Portal Server, and SAP/ICM, the project eliminated inefficiencies, such as 11 corporate inboxes and 270,000 annual emails, and provided direct access to self-service tools and chat support. With over 2,500 requests handled so far, this initiative has improved service accuracy and broker experience while transforming the relationship between the insurer and its brokers.
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