Sutherland Delivers 25% Lower Support Costs and 109% Productivity Gains for a Leading Insurer

Industries: Insurance | Services: Application Services, Digital Engineering Services

Client Overview

The client is a prominent regional insurer based in the Middle East, offering a comprehensive suite of personal and commercial insurance products, including motor, health, property, and life coverage. With digitally enabled operations supporting everything from customer onboarding to policy administration and claims processing, the organization operates in a highly dynamic market environment.

The Challenge

Legacy ITSM and Fragmented Ecosystem Hindered Service Delivery for Leading Insurer

Our client struggled to keep pace with its growing digital demands due to its legacy ITSM platform that lacked the agility and scalability required for modern operations. With over 96 critical applications spanning policy administration, claims, billing, and customer service, integration efforts were slow and inefficient – contributing to operational silos and friction across the support lifecycle.

The situation was compounded by high ticket volumes and a manual, inconsistent triage process, resulting in frequent SLA breaches and diminished service quality. As customer expectations continued to rise, the client needed a domain-driven, automation-enabled support model – one capable of delivering end-to-end visibility, streamlining service delivery, and enhancing the customer experience at scale.

Sutherland Solution

Overcoming Legacy Complexity with a Unified, Scalable IT Support Model

Sutherland led the transformation of a leading insurer’s IT operations by implementing an integrated support model that combined onsite responsiveness with offshore scalability, ensuring seamless 24/7 coverage across infrastructure and applications.

Central to this effort was the migration from fragmented legacy operations to a unified ServiceNow MSP instance. This shift established a single source of truth with intelligent dashboards, ITIL-aligned processes, and rigorous SLA governance – dramatically improving service efficiency and visibility.

To meet regulatory and operational demands, Sutherland delivered end-to-end support across L0–L3, covering service desk, desktop, infrastructure, and application maintenance. Leveraging deep expertise in the Fadata INSIS platform, the team accelerated resolution, streamlined workflows, and drove greater value across policy, billing, and claims functions.

Automation was embedded throughout key areas such as compliance, patching, SLA adherence, and routine service execution, reducing manual intervention, minimizing risk, and enabling scalable operations.

To ensure continuity across external ecosystems, Sutherland implemented real-time monitoring of integrations with regulatory bodies, third-party platforms, and healthcare networks, supporting uninterrupted data flows for critical processes like member enrollment and claims.

The program ultimately supported over 96 core applications, enhancing system stability, performance, and innovation, while aligning IT operations with the client’s strategic goals for scalability and customer-centricity.

The Outcome

From Fragmented Legacy Systems to a Centralized, Intelligent ITSM Ecosystem

The engagement delivered a transformative shift in the client’s IT operations, producing measurable improvements across performance, customer satisfaction, and cost efficiency.

The most striking impact was on customer experience. Escalations dropped from an average of 90 per month to just two, reflecting a dramatic improvement in first-touch resolution, user satisfaction, and process clarity.

Productivity surged, rising from 52% in early 2022 to over 100%, peaking at 109%, while annual service desk costs were reduced by 25% through targeted automation and the resolution of recurring issues.

SLA compliance, once inconsistent at 50–60%, stabilized at a high-performance range of 80–89%. Meanwhile, the issue backlog shrank from over 700 tickets to just 80, freeing up capacity for continuous improvement and long-term strategic initiatives.

That’s digital outcomes delivered!

This transformation allowed IT leadership to shift from reactive issue management to proactive, value-driven operations, positioning IT as a key enabler of enterprise growth, resilience, and innovation.