Sutherland Helps Top US P&C Agency Drive Sales Growth in Their Small Commercial Accounts and Reduce Operations Cost by 50%

Industry: Retail & Consumer Packaged Goods | Services: Automation

Client Overview

A top-20 US property and casualty agency, this firm was founded in 1988 and has grown to serve more than 72,000 clients with an annual premium exceeding $3 billion. 

Recognized as one of the fastest-growing independent agencies in the country, it offers comprehensive insurance services across multiple business lines, with a portfolio that spans middle and large commercial accounts.

The Challenge

Maximizing the Potential of Small Commercial Accounts to Drive Profitability and Growth

Despite their strong growth trajectory, the agency had an underserved segment hidden within its portfolio: smaller commercial accounts. These accounts were often overlooked but carried significant untapped potential for profitability and expansion.

To unlock this opportunity, the agency carved out approximately 20,000 accounts and created a dedicated Select Business Unit. The mandate was clear: manage, service, and grow this new unit. 

At this point, they sought a partner capable of managing the unit end-to-end, covering account management, servicing, and driving sales growth.

Sutherland Solution

Expertise-Driven Cost Optimization, Operational Efficiency, and Business Growth

Sutherland partnered with the agency to unlock the growth potential of its Select Business Unit while delivering cost efficiency and stronger service. Drawing on our expertise in small commercial direct sales, we developed tailored resources, targeted market strategies, and personalized support to improve close rates and capture a larger share of the market. The new model balanced human expertise with digital tools and right-shored operations, creating the foundation for profitable expansion in the small commercial segment.

1. Optimized Talent Model: Licensed Expertise and Right-Shored Support
   Licensed account managers based in the United States were engaged to manage producer relationships, conduct client research, and oversee underwriting and negotiations. At the same time, 60% of transactional activities – including certificates of insurance, endorsements, renewals, and policy administration – were shifted to offshore Insurance Centers of Excellence. This dual model lowered operational costs while freeing onshore resources to focus on higher-value functions.
2. Omnichannel Servicing with Sutherland Connect®
   To improve responsiveness and strengthen engagement, Sutherland deployed Sutherland Connect®, a cloud-based omni-channel telephony platform. By supporting calls, email, chat, and SMS, the platform enabled the agency to handle a higher volume of interactions with greater consistency. This not only boosted contact rates but also created a smoother, more reliable experience for both producers and clients.
3. Digital Enablement with Bold Penguin and Quote-Bind
   Sutherland also enhanced new business growth by integrating its digital partnerships. Bold Penguin provided lead generation and prospecting capabilities, while a Quote-Bind platform streamlined the quoting process. Together, these tools accelerated the quote-to-bind cycle, supported faster acquisition, and improved the overall producer and customer experience.

The Outcome

Growth, Efficiency, and Cost Savings in Insurance Operations

This partnership delivered measurable impact across cost, efficiency, and growth. 

By right-shoring 60% of transactional work, the client reduced operational costs by 50% and improved performance. Offshore teams scaled to handle high-volume transactional tasks while US-based managers provided trusted advisory conversations, accurate underwriting, and stronger producer relationships. The result was smoother operations, higher service quality, and greater consistency across the Select Business Unit.

At the same time, digital enablement accelerated acquisition. Through integration with Bold Penguin and the Quote-Bind platform, the agency streamlined the quote-to-bind cycle, improved prospecting, and shortened turnaround times. 

These structural improvements unlocked room for growth. Sales revenue climbed by more than 25%, supported by Sutherland’s small commercial direct sales expertise, targeted strategies, and improved client servicing. By turning under-served small accounts into a profitable growth engine, the agency gained a leaner, more resilient business model that now serves as a competitive edge in the crowded P&C market.