Case Study: a fast-growing insurer achieves 20% lower operating costs and 95% CSAT with Sutherland Global Services

Fast-Growing Insurer cuts operating costs by 20% with Sutherland Global Services

The vendor Sutherland Global Services partnered with a fast-growing insurer, an innovative InsurTech company facing the challenge of scaling its customer experience operations amid 400% growth in under two years. The customer needed a digital-first, agile service model to handle unpredictable demand across multiple channels without compromising quality.

Sutherland implemented a solution involving a new U.S.-based customer experience center, supported by their AI-enabled knowledge system SmartLeap® HelpTree and the analytics-powered quality management platform Sutherland CX360®. The results included a 20% reduction in operational costs, a 35% reduction in training timelines, and the consistent achievement of service benchmarks. This enabled the insurer to manage 250% growth in volumes while achieving 95% customer satisfaction (CSAT) scores.