Case Study: a top small commercial insurer achieves scalable growth and better CX with Sutherland Global Services

a top 3 small commercial insurer boosts case management yield 50% with Sutherland Global Services

Sutherland Global Services partnered with a top 3 small commercial insurer that was struggling to manage its rapid double-digit growth. This growth had led to a severe operational strain, including a backlog of over 10,000 customer cases and front-office abandonment rates exceeding 40%, which was damaging customer satisfaction and renewal rates. The insurer needed a partner to build a resilient and scalable operating model to transform its policy servicing operations and customer experience.

Sutherland redesigned the customer journey with a human-centric approach, restructuring operations, revamping training, and implementing digital tools like live chat, chatbots, and its CX360® platform with Speech Analytics. The results were immediate and significant, including a 50% uplift in agent yield, a 15% reduction in average handling time, and an 8x reduction in the customer abandonment rate to under 5%. Sutherland cleared the massive back-office backlog and helped the insurer achieve a 95% customer service quality score, providing a scalable foundation for future growth.