- Business Process Transformation
Digital Transformation Case Study - Insurance
A $4.2 billion international insurer offering a range of specialty insurance products.
The client was among the first to capitalize on putting insurers in direct touch with potential customers eager to buy their products via online channels. Even with more information available online, the insurer needed methods to better support customers to address questions and advance the sales process. Therefore, the carrier needed to implement live call handling for quoting, binding, and customer service to ensure all customer questions were satisfactorily answered. To expand its successful UK model across the diversity of business needs in the US, the company looked for a partner with demonstrated capabilities encompassing:
The overall goal was to drive a seismic shift in how business consumers buy insurance, while establishing the company as a premium brand in the US.
Sutherland created a best-in-class service center staffed with a team of dedicated agents licensed in 49 states and the District of Columbia. These agents were speci cally recruited for this insurer and trained to understand the target customer. We also provided a technology-enabled, service solution with a single interface for all agent needs. Key components include:
All customer contacts are serviced and tracked in the same platform, which integrates with the insurer’s backend policy administration and nancial systems to ensure seamless transactions for both the agent and the customer. An integrated third-party customer satisfaction survey provides unbiased customer feedback, helping the company track the growth of their brand in this new geography.
Sutherland provided a technology-enabled, service solution with a single interface for all agent needs.
While the online solution provided self-service capabilities and around-the-clock information access, Sutherland’s human-based customer support proved to be a strong differentiator that ensured customer confidence in the carrier’s products. Sutherland managed an action plan to build a direct distribution solution for the insurer. In addition, tight integration with the sales backend systems streamlined timelines, contained costs, and made reporting more robust. Results to date include: