Insurance CRM Suite Qorus-NTT DATA Innovation in Insurance Awards 2026

Our CRM platform, previously operating on Microsoft Dynamics 365, was no longer able to support our strategic objectives due to growing customization needs, license dependency, and the inherent complexity of insurance processes. To address these limitations, we re‑designed the CRM entirely and transitioned to a fully in‑house, Java‑based, scalable architecture shaped around field requirements. This transformation was not merely a technical upgrade; it established a renewed operating model that redefined opportunity assignment, customer management, and field activity tracking. The new platform enables Bi’Tıkla‑generated opportunities—such as contribution increases, sales leads, and lump‑sum payments—to be automatically and rule‑based assigned to the appropriate sales channel. Opportunities are routed according to customer segment, location, channel performance, and regional ownership, while their lifecycle is monitored through won/lost status, with conversion rates and contact speeds automatically reported. The field execution layer is powered by the Hipi mobile activity management application, enabling field employees to plan visits, calls, meetings and log start–end times to ensure time discipline; managers gain real‑time visibility into activity flows, making field performance measurable and manageable. The platform also provides a flexible reporting framework where users can build custom reports based on any data field. Through the 360° customer card, all relevant customer information—including product holdings, opportunities, historical interactions, and potential actions—is displayed in a unified view. Technically, the new CRM operates on a modular Java architecture independent of Dynamics 365. Bi’Tıkla opportunity infrastructure, the Hipi iOS/Android mobile application, real‑time synchronization services, and dashboard components are fully integrated. The architecture incorporates connections to channel systems, call center data and SSO for identity management. Security controls include role‑based access, encryption and regulatory compliance. The system is designed for horizontal scalability and high‑performance operation, capable of supporting thousands of users and high activity volumes.

The primary drivers for this shift were achieving full control over customer data and processes, reducing long‑term dependency and costs, accelerating time‑to‑market for process enhancements, and ensuring our infrastructure could sustainably support growing customer and transaction volumes. As a result, the organization gained complete architectural and data ownership, process designs tailored to insurance, faster development capability, lower license and customization costs, improved internal technical competencies, and reduced operational risk with enhanced visibility.

Following the transformation, more than 1,500 users—including 1,000 Direct Sales and 500 Bancassurance employees—now manage their daily operations on the new CRM and Hipi mobile ecosystem. Opportunities are automatically routed to the right representative through business rules, and lifecycle monitoring provides full transparency of conversion. Hipi has enabled standardized planning and execution of all field activities, giving managers real‑time oversight of field performance. The flexible reporting capability empowers business users to generate dashboards without IT dependency. The horizontally scalable architecture ensures high availability and consistent performance at large volumes, and the phased pilot rollout enabled a zero‑defect go‑live with minimal operational risk.

In a market where global CRMs or banking‑oriented systems cannot simultaneously address channel‑based rule orchestration, mobile field discipline, and end‑to‑end lead lifecycle visibility, the Insurance CRM Suite differentiates by unifying the Bi’Tıkla → CRM → Hipi chain on a single platform. Requirements were shaped through extensive feedback from field teams and channel managers, reflecting the need for data‑driven and mobile‑first management in multi‑channel opportunity and activity distribution, complemented by global best‑practice benchmarks. With over 1,500 active users across Direct Sales, Bancassurance, Telesales and Affluent Management, the solution delivers rule‑based opportunity assignment, full lifecycle transparency, a plan–execute–measure loop for field operations through Hipi, 360° customer insight, robust reporting, and a pilot‑driven rollout ensuring stable, error‑free operation.