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CASE STUDY

Life Insurer: HRSD for Broker + Internal Operations

A life insurer extended HRSD to support broker network operations alongside internal HR. Broker operations cycle time down 38%.

May 9, 2026 · 2 min read · By admin
At a glance
38% CHANGE
Industry
BFSI
Topics
HRSD · Servicenow
Published
May 2026
Headline outcome
38% Broker operations cycle: down 38%

Measured outcomes

What this programme actually delivered.

38%

Broker operations cycle: down 38%

+34

Broker NPS on operations: +34 points

99.4%

License-renewal compliance: 99.4%

The challenge

A life insurer’s broker network needed support similar to internal employees — onboarding, license tracking, commission inquiries, training enrollment. The existing channel-management system did some of this; the legacy HR system did the internal half. Brokers fell through cracks.

What we built

HRSD extended to broker operations with broker-specific service catalogs. License-tracking with renewal reminders. Commission-inquiry workflows. Training enrollment. Same platform as internal HR with appropriate isolation.

Outcomes

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