Group Benefits Carrier Boosts Efficiency by 28% & Cuts Costs by 51%

Industry: Insurance | Services: Business Operations, Business Process as a Service, Digital CX

Client Overview

A Fortune 500 Group Benefits insurer offering comprehensive policy administration across multiple brands. The client was seeking to transform its claims contact center operations to reduce cost, improve policyholder satisfaction, and allow in-house teams to focus more on strategy and product growth.

The Challenge

Modernizing claims contact operations while preserving empathy and quality

The insurer’s claims contact center struggled with multiple legacy policy systems, high call volumes, and inconsistent information access. It was the client’s first time outsourcing voice interactions; policyholders often reached out during emotionally difficult times, so service quality and accuracy were non-negotiable.

Sutherland Solution

A 3A Blueprint: Analyze, Automate, Augment via nearshore, tech-enabled contact operations

Sutherland proposed an end-to-end digital transformation journey that would optimize business operations, reinvent experiences, and deliver measurable business results for the client through our seamless Business Process as-a-Service model. 

1. Leveraged global & local capabilities to establish a nearshore contact center in Jamaica—ensuring native English speakers aligned with cultural expectations and operating hours.
   
2. Designed a training-and-transition plan for minimal disruption and rapid ramp-up.

Deployed a digital toolkit including Sutherland CX360® for deep analytics, SmartLeap® HelpTree for knowledge support, Robility® for AI/ML-driven agent augmentation, IVR enhancements, and personalized video content to reduce call dependence.

The Outcome

Strong Gains in Efficiency, Cost, and Customer Satisfaction

Through end-to-end process redesign and technology enablement, Sutherland delivered 28% improvement in efficiency, 51% cost savings over the contract term, and raised CSAT by more than 10 points. Call volumes per claimant dropped, handling and resolution improved, and the client experienced sustainable cost control without compromising empathy or quality.