Case Study: Saskatchewan Government Insurance achieves improved agent productivity and a 5% lift in call centre satisfaction with Medallia's Contact Center Suite

How Saskatchewan Government Insurance is improving agent productivity by taking action on contact center insights

Saskatchewan Government Insurance (SGI), a 70‑year‑old insurer serving 980,000+ customers, needed better, real‑time insight into customer sentiment to improve call centre performance. Customer feedback had been siloed and shared informally, leaving agents without the tools to prioritize improvements. To address this, SGI implemented Medallia’s Contact Center Suite to capture and distribute voice‑of‑customer data across the organization.

Using Medallia’s Contact Center Suite (including text analytics and Medallia Promote) SGI began sending post‑call surveys, surfacing issues in real time via personal dashboards, and prompting Google reviews. Medallia enabled SGI to close the loop within 24 hours and give 700+ front‑line staff access to feedback, driving a 5% increase in call centre satisfaction, a 3× rise in call centre survey response rates (2× for claims), improved first‑call resolution, and a jump in Google ratings from 2.1 to 3.6.

Saskatchewan Government Insurance

Jason Nystrom

Director of Customer Experience