Unified Digital Service Management & Intelligent SLA Automation Platform Qorus-NTT DATA Innovation in Insurance Awards 2026

Innovation Presentation1. Concept and Objectives

The project aimed to transform a fragmented, manual service environment into a centralized, intelligent, and SLA-driven Digital Service Management ecosystem.

The core concept was to create a single configurable platform that would unify all customer service operations, automate case lifecycle management, eliminate data silos, and introduce measurable service governance.

Key objectives included:

• Establishing a “single source of truth” for all customer requests and service history

• Automating case routing and SLA-driven escalation workflows

• Enabling real-time operational visibility for leadership

• Strengthening accountability across departments

• Introducing structured and automated CSAT feedback mechanisms

• Improving turnaround time (TAT) and overall service efficiency

2. Reasons Behind the Innovation

The organization faced multiple operational challenges:

• Decentralized and siloed service operations

• Heavy manual dependency in case routing and assignment

• Inconsistent turnaround times and higher operational costs

• Limited real-time visibility into SLA adherence and productivity

• Weak escalation governance and unclear accountability

• Low and unstructured customer feedback capture

• Staff switching across multiple external systems to resolve a single case

These inefficiencies impacted service quality, operational transparency, and customer experience. A digital transformation initiative was necessary to create a scalable, measurable, and future-ready service model.

3. State of Competition

In a highly competitive insurance environment, customer experience and response speed are key differentiators. Many insurers operate with traditional ticketing systems that lack intelligent automation, integrated feedback loops, and real-time analytics.

This innovation positioned the organization beyond basic case management by integrating BPM automation, SLA governance, intelligent CSAT workflows, real-time dashboards, and seamless external system integrations into a unified digital ecosystem.

The solution created a measurable, data-driven service model aligned with modern digital insurance standards.

4. Sources of Inspiration

The innovation was inspired by:

• Global best practices in digital service management and BPM automation

• The need for customer-centric service models in the insurance sector

• The importance of real-time governance and proactive escalation systems

• The vision to shift from reactive issue resolution to proactive service recovery

The goal was not just automation, but intelligent orchestration of service processes.

5. Departments Involved

The implementation was cross-functional and involved:

• Call Center Operations

• Customer Service Teams

• Branch Operations

• Finance

• Claims

• IT and System Integration Teams

• Leadership and Governance Teams

A phased UAT-driven rollout ensured workflow validation, escalation logic verification, reporting configuration alignment, and cross-department coordination.

6. Main Results So Far

The initiative has delivered measurable operational and customer impact:

1. Centralized Governance
All service cases are now managed within a unified ecosystem, ensuring transparency and accountability.

2. Optimized Turnaround Time
Automated routing and SLA monitoring reduced manual dependency and improved resolution efficiency.

3. Stronger SLA Compliance
Rule-based escalation matr