Guardian Group sought to improve operational efficiencies among back-office functions, deliver consistent reporting of key business metrics, and strengthen their overall customer experience.
Prior to engaging Sutherland, Guardian Group predominantly used people power to complete the daily tasks of their front and back-office functions in new business, premium application, policy administration claims, and accounting. At the time, Guardian Group’s cost per application, policy, and claim were each higher than industry norms. A main objective of the overall Sutherland program was to transform these processes and to significantly reduce operating costs. To achieve this, Guardian Group needed to consolidate, standardize, and automate manual data entry and processing activities. Doing so would reduce labor costs and errors, eliminate rework, improve cash flow, shorten turnaround times, and enhance their overall customer experience.
Guardian Group also wanted to improve their methods for data capture, consolidation, and reporting on critical business metrics. The client used multiple reporting platforms and many, disparate data sources. The two main objectives of this area of the new program were to:
- Consolidate, scrub, and synchronize data to produce reporting trend analysis in the dashboard format needed to run each business function.
- Institute analytics best practices while leveraging proactive and predictive algorithms to identify new business opportunities and to provide management decision support.