Greater Productivity Through Digital Transformation
Project Overview
Standard Insurance offers a comprehensive line of products, including individual disability insurance, group insurance, and retirement plans. It’s their mission to foster a trusted culture of caring. This standard of care means creating a seamless customer experience, particularly around support for both claims intake and setup operations. To do so, Standard Insurance works with a valued partner to reduce manually intensive back-office processes, ensuring efficiency and a painless end-to-end patient.
- Services
- Sutherland Labs
- Digital Engineering Services
- Business Process Services
- Industry
- Insurance
Covers more than
1 million
individuals nationwide
More than
1 employers
invest in group insurance and retirement plans
Providing insurance
since 1
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.
The Outcome
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.
Reduction in Cycle Time
Claimants can now expect a faster setup process by 1-2 days
Reduced Number of Calls
Fewer calls to claimants and doctor’s offices. Less back-and-forth between contact centers and physicians/claimants.
Greater Productivity
Contact center associates’ time spent on relevant duties. Efficient processes mean contact center employees always remain on task.
“Sutherland’s solution has yielded Standard Insurance many positive results in terms of cost savings, efficiency, and productivity.”
30+ years of work.
For over 30 years, we’ve worked closely with organizations that care deeply about the customer experience, including 120+ of the Fortune 1000 and global leaders in almost every major industry.
Reimagined smart home customer support.
TOP 3 MEDIA & COMMUNICATIONS PROVIDER
