Case Study | Healthcare

Read our case study on how we improved revenue and customer support for a financial insurance services company through operational transformation.

Services Business process services
Industry Healthcare
JANUARY 05, 2017

A Fortune 500® Medigap Provider Faced a Tight Deadline

Our client is one of the most recognized providers of Medicare Supplement Insurance (Medigap). They needed to quickly transform their operations so they could improve their revenue by meeting aggressive sales goals through the signing of new Medigap customers. Previously, the client had a vendor who was simply focused on lowering costs and was unable to meet these new sales targets. This time, the client needed a partner to help significantly improve their talent, processes, and technology, and do this quickly so they could take advantage of the next annual enrollment period for Medigap.

Sutherland quickly stood up a support center at our insurance center of excellence in Chesapeake, Virginia. To create a compelling and memorable customer experience, Sutherland recruited the most engaging, motivated, and knowledgeable agents. These agents were highly qualified licensed agents who were given the necessary resources to improve sales. Sutherland then leveraged our existing blended call and customer relationship management technology stack to provide support for inbound inquiries, outbound branded sales, and outbound lead clearinghouse calls. To help create a real partnership, Sutherland worked with the client to create a pricing structure that was outcomes-focused and provided win-win pricing that aligned our incentives with the client’s organizational goals. Learn how Sutherland can help grow your organization with services such as insurance BPO and beyond.

“Sutherland’s solution combined high-level talent with Sutherland’s highly rated customer engagement technology portfolio to exceed the client’s aggressive sales target.”

Sutherland quickly scaled up the partnership to more than 35 licensed agents. These agents exceeded the client’s annual sales goal that same year by more than 12 percent –selling more than $9 million in new business exceeding the client’s goal of $8 million.

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