Case Study | Insurance

Sutherland's scalable, customer-first approach helped leading insurer drive year-on-year sales improvement.

Services Insurance Direct, Life and Annuities Insurance
Industry Insurance
OCTOBER 19, 2023

The Challenge

Optimizing Sales Operations to Support Boosted Close Rates

Ambitious growth was a key goal of one of the world’s most ethical life and annuities providers. They wanted greater scalability for better product marketing nationwide.

The trouble was, while they were looking to build a rapidly moving, data-driven culture focused on sales growth, they also needed to reduce the operating costs of their internal delivery centers. Without structured digital intervention, their customer interactions and overall sales operations were at risk of faltering.

A provider with a captive partner mindset was needed to support this transformation. So this insurer turned to Sutherland – a service provider proficient in policy acquisition and customer experience. We could deploy a scalable digital operating model to service multiple life and supplementary benefits products while mitigating operational costs.

The Outcome

Customer Journeys Redesigned With a Unique Human-Centric Approach

Our customer-first design approach re-imagined the insurer’s processes from the end customer’s perspective, mapping their entire journey.

From this view, we infused our proven set of integrated CX, digital accelerators, and platforms into the insurer’s ecosystem, including:

  • Sutherland Connect – A platform to manage the customer’s chosen channel and streamline their end-to-end experience
  • Sutherland Anywhere – A work-from-home technology stack
  • CX 360 – Automated customer interaction audits, leveraging Sutherland Speech Analytics to optimize CX.

This was supported by a seed team of trained, licensed agents across 49 US states, operating in a flexible working model.

The introduction of advanced AI/ML-enabled monitoring, auditing, and reporting of customer interactions, enabled this insurer to enhance the effectiveness of its marketing and sales functions. This accelerated their close rate and drove the ambitious growth needed to expand their products reach.

Learn More About Sutherland Connect

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