Customer Story

Challenges

A growing broker ecosystem needed structure, clarity, and speed. The insurer faced delays, inconsistent communication, and limited visibility—issues that directly affected sales momentum and partner satisfaction. The lack of automation also made scaling difficult as new broker channels expanded.

• Manual commission disbursement: Spreadsheets created frequent payout errors, slow calculations, and recurring disputes that reduced trust and transparency.

• Limited broker visibility: Brokers had no real-time insight into their performance, earnings progress, or payout timelines, limiting motivation.

• Low partner motivation: Without digital recognition, contests, or milestone-based rewards, brokers had few engagement touchpoints to stay motivated.

• Disconnected communication: Policy updates, program changes, and sales alerts took too long to reach broker teams, impacting productivity.

• Fragmented reward workflows: Internal rewards, broker incentives, and partner programs functioned separately, making ROI tracking difficult.

• No mobile accessibility: Brokers depended on email and desktop platforms, with no mobile access for quick checks or on-the-go engagement.

Personas Involved

• Director of Broker Engagement: Drives broker performance and program design.

• VP of HR & Operations: Oversees commission governance and engagement workflows.

• Regional Sales Managers: Track policy sales, broker incentives, and payouts.

• Claims Processing Heads: Monitor team recognition milestones.

• HR Admins: Manage budgets, approvals, and communication campaigns.

The Solution

The insurer needed a unified and scalable way to manage commissions, motivate brokers, and keep teams aligned across multiple regions. The platform brought structure, automation, and real-time visibility into every part of the broker engagement lifecycle. This shift not only removed operational friction but also created a performance-driven culture supported by transparency and accessible digital tools.

• Automated commission engine: The platform automated every commission rule—from policy-specific slabs to geography-based variations and renewal-linked payouts. Complex policies and multi-line incentive structures were configured with auto-calculation and instant validation. This reduced payout discrepancies, strengthened compliance oversight, and ensured brokers were paid fairly and on time.

• Real-time mobile tracking: A mobile-first broker app delivered live dashboards showing policy sales progress, payout timelines, performance tiers, and incentive eligibility. Brokers could check their numbers anywhere, reducing dependency on sales managers and eliminating the guesswork around earnings.

• Gamified performance programs: The insurer deployed leaderboards, streak boosts, tier upgrades, and challenge-based incentives for specific product lines. Training certifications, new product promotions, and milestone achievements were tied to points and rewards, creating a competitive yet encouraging environment for brokers and agents across regions.

• Integrated communication features: All communication moved into one centralized hub with push notifications, targeted announcements, product updates, and campaign messages. The platform ensured brokers received timely info on policy launches, new incentives, and performance expectations—reducing delays in execution and improving alignment.

• Instant payouts & rewards: Monetary commissions, bonuses, and non-monetary rewards were processed automatically and disbursed through instant payout rails and a global redemption marketplace. Brokers could redeem points for prepaid cards, vouchers, or experiences—making rewards more meaningful and flexible.

• Internal team recognition: Beyond brokers, internal teams such as claims processors, compliance teams, and frontline service staff were recognized through an integrated recognition engine. Automated workflows celebrated milestones, quality improvements, and service excellence—supporting a stronger workplace culture.

• Data-driven insights & governance: A centralized analytics suite provided department heads with clear insights into payout accuracy, earning trends, product-wise performance, and engagement metrics. Multi-level approvals ensured financial governance, audit readiness, and consistency across every incentive and commission cycle.

• Seamless integration with existing systems: The solution connected with CRM, policy admin systems, HRMS, and communication tools like MS Teams and Slack. This ensured that policy updates, broker IDs, and target changes synced in real time—reducing manual entry and removing duplicate work for HR and sales operations.

Impact & ROI

• 54% YoY increase in broker engagement

• 89% platform adoption among brokers and agents

• $2.1M automated commissions and rewards processed

• 93% of new agents completed onboarding milestones within 30 days

• 60% reduction in time to calculate and disburse payouts

• 22% improvement in claims team retention

• 120K+ commission and reward transactions executed

• 263% rise in managerial recognition events

• 14% increase in active monthly users

• 4.6/5 satisfaction rating in broker feedback surveys

Conclusion

With Xoxoday’s platform, the insurer redefined broker engagement through transparent commission tracking, gamified incentives, and mobile-first access. Real-time dashboards, in-app communication, and instant payouts transformed how brokers interacted with the brand.

Within a year, the insurer recorded a 54% boost in engagement, faster disbursements, and improved satisfaction across both brokers and internal teams proving that automation, gamification, and recognition together drive true performance in insurance distribution.