Case Study: RSA achieves 40% backlog reduction and 20% capacity lift with Verint Systems (Verint Work Manager)

RSA Transforms Back-Office Productivity and Effectiveness

RSA, a major global insurer with £6.5 billion in net written premiums (2018) and a Commercial Risk Solutions division serving 12,000 customers through 1,000+ brokers, was on a transformation journey but struggling with growing process complexity. Back-office inefficiencies were driving up costs and making it hard to manage demand peaks, while leaders lacked transparency into process volumes, FTE productivity and service performance.

RSA partnered with Verint to deploy Verint Work Manager and professional services over a 20-week program, giving a single view of multichannel transactions, capacity planning, work prioritization, QA/compliance monitoring and real-time analytics. The initiative delivered measurable gains: 40% reduction in backlogs, a 20% increase in effectiveness, a 20% lift in capacity (with a further 29% opportunity identified), elimination of a typical 70-hour backlog within six weeks, and significantly improved operational visibility and employee clarity.

RSA

Rebecca Henry

Operations Director