Case Study: a Fortune 500 group benefits insurer achieves 28% efficiency gains and 51% cost savings with Sutherland Global Services

a Fortune 500 Group Benefits insurer boosts efficiency by 28% with Sutherland Global Services

A Fortune 500 group benefits insurer sought to modernize its claim servicing operations, which were hampered by multiple legacy systems, high call volumes, and inconsistent information access. The challenge for Sutherland Global Services was to transform this contact center to reduce costs and improve satisfaction, all while preserving empathetic service quality for policyholders during difficult times.

Sutherland Global Services implemented a nearshore contact center solution using its 3A Blueprint (Analyze, Automate, Augment) and a digital toolkit including analytics, AI-driven agent augmentation, and knowledge support. This approach delivered a 28% increase in operational efficiency, a 51% reduction in costs, and a more than 10-point uplift in customer satisfaction scores for the client.