Creating a Direct-To-Customer Experience
A $4-billion insurance, investment and financial services company represents one of the largest direct-to-consumer supplemental life and health insurance providers in the U.S. The insurer serves 95% of the nation’s credit unions along with nearly 30 million customers across six countries and is continually featured on the Barron’s List of 100 Best Annuities.
The client was experiencing an increase in their customer volume, but their rising costs and growing attrition made it challenging to effectively support the growing demand. In addition, their captive sales centers lacked the necessary innovation for boosting sales and generating faster growth.
Confronted with these challenges, they sought a strategic partner experienced in policy acquisition and customer experience (CX) transformation that could provide comprehensive solutions for their business.
What’s more, they needed a solution with a domain and technology focus to streamline their processes and create a scalable ecosystem capable of innovation without curbing their speed of growth.
Scaling for Versatility and Streamlined CX
Sutherland applied its proven, integrated CX digital accelerators and platforms along with a best-in-class team of dedicated, licensed agents with insurance domain experience and training. The team provided digital IP, tools and technology-enabled service solutions to augment the client’s technology landscape.
The solution comprised Sutherland Connect — a comprehensive, cloud-based omnichannel customer experience platform — to facilitate a direct-to-customer approach and streamline the end-to-end customer experience.
With Sutherland Connect, the client was able to analyze customer data and interactions as well as provide intelligent interactive responses across multiple channels. It also provided a singular view of the customer journey across all channels, business units and touchpoints.
The team also employed Sutherland Anywhere — an integrated, modular set of technology platforms for rapidly deploying a feature-rich and secure work-at-home environment for the client’s agents working throughout the U.S. With Sutherland Anywhere, the client was able to scale their operations for nationwide growth with agents who could perform tasks and directly engage customers from any location.
Adding prescriptive and predictive analytics to enhance marketing and sales effectiveness, Sutherland experts helped the client realize $100 million in annual gross written premiums. The client also saw a 35% increase in their closing rates compared to their captive center’s previous performance.