RetKit (Retirement Kit) Qorus-NTT DATA Innovation in Insurance Awards 2026

RETKIT Innovation Presentation

Concept and Objectives:

RETKIT was developed to transform the experience of individual pension contract exit and cancellation processes. Its main objectives are to automate manual tasks, reduce call center handling times, accelerate processing, and simplify customer interactions, while maintaining compliance and operational control. The solution allows customers to submit exit requests through multiple channels, including SMS and IVR, with instant processing via the Job List application, reducing operational load on teams.

Reasons Behind:

Before RETKIT, customer exit requests were handled manually by operations teams. Call center interactions lasted an average of 6.5 minutes, and process completion took 6–8 business days within the legal 10-day limit. The process required multiple touchpoints and intermediary roles, which created inefficiencies and customer frustration. RETKIT was initiated to simplify the process, reduce manual effort, speed up payments, and enhance customer satisfaction.

State of Competition:

In the life, pension, and insurance sector, competitors have implemented partial digitization or complex technological solutions. RETKIT differentiates itself by combining lean automation, microservices, and parameter-driven workflows to achieve maximum impact with minimal technology, improving speed and simplicity for both customers and internal teams.

Sources of Inspiration:

RETKIT drew inspiration from customer journey mapping, lean process principles, operational excellence frameworks, and global best practices from fintech and insurtech players. The project emphasized automation, real-time updates, and minimal manual intervention.

Departments Involved:

The project required cross-functional collaboration among Customer Experience, Contact Center Operations, Operations and Process Management, and IT teams. Executive sponsors, compliance, and regulatory oversight supported governance. External partners included Jforce for IBM BPM and ODM and BBS for IBM FileNet, providing configuration, integration, and optimization support.

Main Results So Far:

• 13 process controls automated and ~60,000 manual monthly transactions digitized

• Call durations reduced from 6.5 to 3 minutes

• Process completion shortened from 6–8 business days to 2 business days

• Exit payments delivered 5 business days earlier on average

• SMS-based exit requests enabled via IVR, processed in seconds

• Manual effort reduced by 70%, ~4 FTE freed

• Operational efficiency, customer satisfaction, and employee engagement improved

• Expected annual financial impact: ~310 million TL