Case Study: SSQ Insurance halves request-to-resolution time (15→7 days) with Appian

SSQ Insurance - Customer Case Study

SSQ Insurance is a Canadian co‑operative insurer serving over three million customers with life, property & casualty, and group insurance and managing roughly $11 billion in assets. The company struggled with manual, fragmented customer request handling—many requests arrived by email into dedicated inboxes, forcing agents to monitor up to 300 inboxes with no automated case management or workload distribution.

Using Appian’s low‑code platform, SSQ implemented a web‑based interface that centralizes requests from all channels, giving agents full visibility and control and automating the service request lifecycle. Delivered in just eight weeks under the Appian Guarantee, the solution halved average resolution time from 15 days to 7 and increased operational agility while reducing reliance on traditional IT development.

SSQ Insurance