Innovation in Customer Experience Qorus-NTT DATA Innovation in Insurance Awards 2025
BrazilCategory
Re-imagining the Customer ExperienceKeyword
Customer experience, Operational excellence & efficiency, Customer service, Transformation, Assistance, AccessibilityBusiness Line
Employee BenefitsDistribution Channel
Online / Direct
Innovation presentation
Our project involves implementing a new tool that comprehensively manages the entire workflow of the Ombudsman, focusing on efficiency and quality in customer service. We have innovated by integrating advanced process management technologies, restructuring user interfaces, and improving information availability. This allows managers and strategic areas to access critical information more efficiently, facilitating more accurate decision-making. For the operational team, changes in workflows and layouts have resulted in smoother, more practical, and precise procedures, enhancing the analysis of cases. From a customer service perspective, these improvements have provided a more humanized approach governed by "Customer-Centricity," ensuring that all complaints are handled effectively and empathetically.
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