Case Study: a direct-to-consumer life insurer achieves 10% higher close rates with Sutherland Global Services

A direct-to-consumer life insurer boosts close rates by 10% with Sutherland Global Services

Sutherland Global Services partnered with a direct-to-consumer life insurer in the middle market that was facing challenges scaling its operations. Despite being a top-five D2C insurer, its rapid growth was straining customer experience and sales performance due to operational inflexibility and geographic staffing limitations. The client needed a redesigned operating model to sustain its nationwide expansion.

Sutherland implemented a dedicated captive partner model with licensed agents and deployed its digital platforms, including Sutherland Connect® for omnichannel engagement and Sutherland CX360® for analytics. This solution provided 24/7 coverage, improved lead management, and delivered data-driven insights. The results included a 10% increase in close rates, higher contact rates, and faster response times, giving the client a scalable foundation for growth without sacrificing service quality.