Pension Advisory Platform Qorus-NTT DATA Innovation in Insurance Awards 2026

The Pension Advisory Platform was designed to transform the redemption moment - previously an exclusively operational process — into a consultative journey orchestrated by data, system integrations, and digital governance.
Its core concept combines ANBIMA guidelines, CRM‑guided scripts, a rules engine, formal consent through digital seals, and continuous quality monitoring. This ensures recommendations that match each customer's profile and strengthen long‑term relationships.

The primary objective is to retain pension reserves ethically and sustainably, offering customers a fluid, reliable, and technically informed experience in financial decision‑making.
The initiative emerged in response to a scenario of high volatility, increases in early redemptions, and a growing need for clarity and personalization — a context where competitors still operate in a predominantly transactional model, without structured use of data, digital governance, or guided advisory processes.

Unlike this traditional approach, the Platform offers personalized alternatives (reallocation, recommended portfolios, temporary income, and credit linked to the reserve), supported by an architecture integrating CRM, CTI, audit trails, data layers, and compliance‑by‑design — enhancing experience and ensuring regulatory adherence.

Inspired by high‑standard financial advisory practices, global CX benchmarks, and ANBIMA methodology, the initiative involved joint work across multiple areas: Customer Service, Pensions, Quality, Governance, Data & CRM, Technology, Products, Risk, Compliance, UX/CX, and People Development.
This integration made it possible to create a robust and secure journey, reinforced by real‑time monitoring of operational and customer experience indicators.

Since implementation, the Platform has produced expressive measurable results in 2025:
• 32.8% retention of reserves
• R$ 6.47 billion preserved in pension assets
• 112,000 customers positively impacted
• NPS December 82 when advisory is used, compared to 76 without advisory
• R$ 275 million in linked credit contracted
• NPS December 98 among customers who contracted credit

These results show that the initiative not only reduced financial leakage but also turned a critical journey point into a digitally orchestrated advisory experience, boosting satisfaction, trust, and perceived value while positioning the company at a new level of operational and customer‑experience innovation.