Case Study: a major U.S. small commercial insurer achieves 30% cost reduction and 20% NPS uplift with Sutherland Global Services

a no.1 us small commercial insurer cuts operating costs 30% with Sutherland Global Services

a major US small commercial insurer, a leading property and casualty carrier, partnered with Sutherland Global Services to address increased market competition and the need for both growth and operational efficiency. The challenge was to evolve beyond their pioneering direct-to-consumer model to revitalize operations, enhance customer journeys, and address inefficiencies in policy servicing and underwriting.

Sutherland implemented a comprehensive digital transformation roadmap. Their solution included deploying an analytics suite for growth enablement, redesigning customer journeys, and introducing hyperautomation with Sutherland Robility®. This integrated approach, supported by licensed agents, resulted in a 30% reduction in total cost of operations, a 20% uplift in Net Promoter Score (NPS), and a significant increase in lead conversion from 15% to 22%. Sutherland's solutions successfully positioned the insurer for sustainable growth and regained market leadership.