Case Study: Leading Canadian Insurer achieves 20% back-office efficiency gains with TTEC

Leading Canadian Insurer Company - Customer Case Study

TTEC worked with a leading Canadian insurer that serves more than 4 million customers across general, life, and health insurance. The company’s back-office teams were burdened by multiple inherited systems, inconsistent processes, and limited visibility into employee productivity, making it difficult to eliminate waste and manage staffing effectively.

TTEC implemented workforce planning and management improvements for the insurer, including time studies, training materials, leader coaching, and enhanced reporting dashboards for real-time decision-making. The result was a more optimized back office with a 20% improvement in operations, higher employee engagement, and the ability to move some staff into customer-facing or other business-critical roles.