Powering Growth and Exceptional Customer Experience for a Top 3 Small Commercial Insurer

Industry: Insurance | Services: Automation, Data and Analytics, Digital CX, Digital Operations, Sutherland CX360®

Client Overview

A top-three direct small commercial insurer in the United States, this company is a recognised leader in the industry. Serving a broad portfolio of small business customers nationwide, it has established itself as one of the largest providers in its segment.

As a trusted brand, it is known for its scale, direct-to-customer model, and ability to deliver insurance solutions tailored to the needs of small commercial enterprises.

The Challenge

Build a Resilient and Scalable Operating Model to Address Double Digit Growth

Rapid growth was straining the insurer’s operations – and the damage was rippling out to undermine customer experience.

Their urgent scaling requirements were compromised by a severe lack of staff for both front- and back-office operations. The backlog of back-office customer cases surpassed 10,000 and increased by the day. Meanwhile, front-office customer service experienced daily abandonment of 40% or more. And, as customer dissatisfaction grew, renewal rates began to drop. 

Without a modern operating model, leadership lacked the tools needed to manage volume, optimize resources, and sustain customer trust. The insurer recognized it needed an experienced partner to support their growth. One who could transform their self-service solutions, provide expertise in Policy Servicing, and deliver exceptional CX via a scalable digital operating model.

Sutherland Solution

Customer Journey Redesigned with a Human-Centric Approach

Sutherland was engaged to redesign the insurer’s direct customer journey using a human-centric design approach. The transformation was structured around four pillars:

1. Operating Model Design
   Sutherland restructured the insurer’s operations by separating licensed and non-licensed workstreams. This ensured that licensed talent could focus on high-value, regulated tasks, while non-licensed activities were streamlined for efficiency. A global operating model was then introduced, providing the resiliency and scalability needed to support double-digit growth across multiple functions. This blueprint also served as the foundation for a wider digital transformation program.
2. Operational Revamp
   To strengthen frontline performance, Sutherland modernized and digitized training content, creating a more engaging and effective learning environment for agents. A new workforce management framework was also rolled out, aligning staffing to fluctuating demand and stabilizing service levels. These operational enhancements established consistent processes across the front and back office, enabling the insurer to handle growing volumes without compromising on quality.
3. Digital Enablement
   The customer journey was enhanced with the introduction of live chat and chatbots, expanding self-service options for policyholders and easing pressure on call centers. Sutherland also implemented CX360® with Speech Analytics, enabling automated audits of customer interactions. This technology provided continuous insight into conversation quality, helping teams identify areas for improvement and refine engagement strategies in near real time.
4. Data & Reporting
   To ensure transparency and accountability, Sutherland deployed a digital dashboard powered by Power BI. This tool gave managers clear visibility into agent performance and customer interaction trends, making it easier to identify bottlenecks, track productivity, and support evidence-based decision-making. By integrating data from across operations, the dashboard became a central source of operational intelligence.

The Outcome

Delivering Scale, Efficiency, and Better Customer Experiences

The redesigned operating model created immediate, measurable improvements across both front- and back-office operations. Agent productivity in case management rose by 50%, and customer issues were resolved 15% faster thanks to more efficient processes. First-call resolution improved by 10%, ensuring more customers had their needs met the first time they reached out.

These operational gains translated into meaningful service improvements. A backlog of more than 10,000 cases was reduced to just a few hundred — bringing volumes back in line with industry norms. Abandonment rates fell dramatically, from over 40% to less than 5%, while customer service quality rose to 95%.

Together, these outcomes gave the insurer the capacity and confidence to sustain double-digit growth without compromising customer experience. By combining human expertise with digital innovation, Sutherland helped the company achieve greater efficiency, stronger loyalty, and a scalable foundation for the future.