Case Study: The Guardian Life Insurance Company of America achieves 20% back‑office productivity gains and 30% less overtime with Verint Systems' Enterprise Workforce Management on AWS

Improving Productivity with a Cloud Workforce Management Solution

The Guardian Life Insurance Company of America, a Fortune 250 mutual insurer serving 26 million clients across 24 business units, needed to simplify, modernize, and automate workforce planning. With roughly 80% of its staff in back-office processing (quotes, new business, billing, claims) and its Verint workforce management primarily contact-center focused and on-premises, Guardian aimed to extend WFM to the back office and migrate key systems to the cloud for greater agility and efficiency.

Guardian deployed Verint Enterprise Workforce Management and Verint Desktop & Process Analytics on Amazon Web Services, supported by an AWS enterprise readiness program and employee training, and automated processes such as time-off requests. The changes drove up to 20% higher back-office productivity, cut shrinkage from 30% to as low as 13%, reduced staffing needs by 8% and overtime by 30%, lowered contact-center call volume by 20%, and reduced IT operating costs while enabling faster innovation via a new data lake and cloud services.

Guardian Life

Scott Boyd

Director of Workforce Planning