Sutherland Powers 20% Cost Reduction and 95% CSAT for a Fast-Growing Insurer

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

Client Overview

The client is an innovative InsurTech start-up and property and casualty carrier, focused on the small and medium commercial insurance segment. They offer a wide range of products, including general liability, workers’ compensation, professional liability, commercial auto, property, and cyber coverage. 

The company has rapidly expanded through agency, embedded partnerships, and direct-to-customer channels. With $700 million in gross written premium and a valuation of $4 billion in 2022, they have become the fastest-growing insurer in their segment. 

Their strong market position reflects their commitment to redefining digital-first customer experience in insurance.

The Challenge

Scaling CX Amid Rapid Growth

In less than two years, the insurer grew 400%, expanding its policyholder base and product portfolio at breakneck speed. That momentum created urgent demand for a customer experience model that could scale rapidly without compromising quality.

In a fiercely competitive market, expectations were rising fast. Customers wanted seamless, unified support across chat, phone, and email — but the pace of growth made forecasting unpredictable and scaling complex. The insurer needed a partner who could bring agility, consistency, and operational resilience to match its trajectory.

Sutherland Solution

Building Digital-First CX Capabilities

1. Customer Experience Center Setup
   Sutherland established a US-based customer experience center to support all origination channels — agency, embedded partnerships, and direct-to-customer. Licensed agents provided end-to-end policyholder and agent support across all product lines, creating a scalable foundation to handle surging service volumes.
2. Training and Knowledge Management with SmartLeap® HelpTree
   Training artifacts, self-help libraries, and a cross-training framework were developed to ensure rapid agent readiness. SmartLeap® HelpTree, an AI-enabled knowledge system, gave agents instant access to accurate information, improving responsiveness and flexibility in managing dynamic call and chat volumes.
3. Workforce Expansion Driven by Analytics
   The service team more than doubled in size in just six months while maintaining 100% of service benchmarks. Real-time monitoring and analytics-driven forecasting, tied directly to policy and premium growth, enabled proactive workforce planning and ensured consistent service quality.
4. AI-Driven Quality Management with Sutherland CX360®
   Sutherland CX360® was deployed to audit 100% of customer interactions, applying sentiment analysis and predictive models to track CSAT and first-call resolution. These insights strengthened coaching, improved consistency across channels, and turned quality management into a predictive discipline.

The Outcome

Delivering Best-in-Class Metrics

By combining human expertise with advanced platforms like Sutherland CX360® and SmartLeap® HelpTree, the client gained the insight and flexibility to make digital-first customer experience a reality.

Optimizing the design of the customer experience center and embedding automation reduced operating costs by 20%, creating a leaner, more resilient model. Training timelines were cut by 35%, allowing new agents to ramp up faster — a critical factor in maintaining service levels as demand surged.

These efficiencies translated directly into stronger customer outcomes. Policyholders and agents experienced faster, more reliable service, with operations consistently hitting 100% of productivity, quality, and first-call resolution targets. Customer satisfaction scores reached 95% across CSAT and NPS, reflecting a consistently positive experience across phone, chat, and email interactions.

What began as a response to rapid growth has become a future-ready operating model, one that scales with confidence and sets a new benchmark for service in the competitive P&C market.