Standard Insurance’s contact centers handled phone calls, documentation search, and information delivery from claimants to physicians. This process required 5-10 minutes and proved inefficient. They turned to Sutherland for a digital transformation roadmap and operations strategy to reduce time spent manually performing this process so that claims could quickly be transitioned to a specialist.
Sutherland’s digital transformation solution delivers cost savings, process improvements, and increased efficiency to Standard Insurance. With a best-in-class service center solution targeting two locations, the work is split evenly for organizational change. Contact center associates no longer have to review each case before calling a claimant or physician, lowering call volume and shortening the claims setup process.