Digital Transformation of the Customer Service Channel for Branch Brokers Qorus-NTT DATA Innovation in Insurance Awards 2025

The digital transformation of the broker service channel at the branches is innovative due to it´s significant gains in broker and client service, improving internal processes through the integration of tools and services. Using an agile methodology and the modern Pegasystems platform, we implemented automation and new workflows for business demand management in the insurer’s branches. In 2023, 270,864 service requests were handled through this project, showcasing its robustness, importance, and scalability. The incremental innovation is reflected in the operational efficiency and speed of service, with the optimization and creation of functional, automatic workflows, reducing the effort needed to ensure customer and broker satisfaction.