MOVE Post‑Sales 360° Qorus-NTT DATA Innovation in Insurance Awards 2026

MOVE Post‑Sales 360° is an end‑to‑end transformation of the broker and contracting‑client experience during contract management within the company. The initiative focused on clarity, efficiency, and autonomy by combining:

interface redesign,

communication improvements,

adjustments to business rules,

and strong governance supported by NPS, CES, and CSAT indicators.

Experience research revealed recurrent pain points: delayed responses, incomplete notifications, pending items emerging at different stages, lack of guidance, difficulty finding information, and unfavorable SLA comparisons versus competitors. These findings guided the redesign of the journey, communication, and usability.

Brokers and clients reinforced the need for transparency and predictability — especially for critical post‑sales requests such as adding or removing beneficiaries. This highlighted the need for a customer‑driven, pain‑point‑guided post‑sales model.

The project relied on continuous listening: NPS, CES, and interviews with brokers identified where the journey stalled, driving improvements in communication, usability, and autonomy.

A multidisciplinary structure — Health IT, Operations, Underwriting, CX Change, and CI&T UX — collaborated to align pain points, prioritize solutions, and accelerate decisions with a full 360° view.

Five critical steps were redesigned in the journey, introducing a modernized interface, clearer guidance, and new features that improved information clarity and navigation.

NPS and CES results reflected the impact:

reduced ambiguity in pending items,

improved status tracking,

increased speed of response,

and significant growth in satisfaction.

NPS rose from 8.7 to 44.7 between July and October 2025 — a 36‑point increase, representing 413.79% growth, taking the experience from a critical zone to the improvement zone. CES improved correspondingly, with a reduction in detractors.

While the innovation is largely incremental, the impact is continuous and profound. Together, the improvements position MOVE as one of the most mature and integrated post‑sales evolutions in the sector, delivering measurable gains in satisfaction, efficiency, and operational clarity.