The Challenge
A Dual Mandate of Growth and Efficiency Against Increased Competition
A global property and casualty insurance company valued at over $4.2 billion, our client is a pioneer in Direct-to-Consumer (DTC) model.
With the market becoming extremely competitive, the client realized that they needed to transform their operations – not only to drive efficiencies but also to fuel their ambition of entering the US market.
Our client needed an integrated online solution for quoting, binding, and service to stay ahead of the curve, while optimizing costs. Retaining the service excellence the brand had become known for was also an imperative.
We identified opportunities across the insurer’s ecosystem to achieve these outcomes, from customer journey transformation to optimizing the back-office – driving the need for a holistic end-to-end reinvention.
The Outcome
A Roadmap to New Possibilities, Powered by Sutherland’s Digital Solutions
Working across the entire journey of our client’s engagement with their customers, our approach blended human expertise and intelligent automation to create the digital chemistry – fully integrated digital transformation, covering front-, mid-, and back-office functions to unlock digital performance that would deliver measurable business results.
First, we designed a best-in-class dedicated center for D2C policy acquisition, with licensed agents across all states, to provide a best-in-class customer experience.
We then implemented a one-stop omnichannel contact center platform, Sutherland Connect®. Conversion analytics were also introduced to identify customer withdrawal points so interventions could be made, reducing drop-offs by 15%.
Sutherland Connect was paired with a customized CRM platform to create a single interface for all agent needs. This was fully integrated with the client’s backend policy administration and financial systems – alongside a new digital telephony solution – to ensure seamless transactions for both customers and agents.
Finally, we leveraged RPA to automate the policy renewal process, reducing manual data entry and increasing process efficiency and accuracy. We also deployed a third-party customer satisfaction survey to help the client track brand growth in the US market.
By combining market-leading technology and business process excellence, we were able to maximize value for our client. The net result was a more streamlined workflow across the entire customer journey, from lead generation to policy binding, resulting in a 98% customer satisfaction rate and an 80% reduction in quote-to-bind turnaround time.
Equipped with advanced analytics, omnichannel capabilities, and end-to-end automation, our solution helped the client gain complete visibility of every customer touchpoint. As a result, they were able to reinvent the customer experience and optimize their digital marketing campaigns, becoming a market leader in the Small Commercial Lines category. That’s digital performance unlocked and measurable results delivered!
In annual gross written premium
Increase in value of policies per sale
Consistent CSAT score
Discover More About Sutherland Connect®
Services
Business Process as a Service, Automation, Data & Analytics, Connect®
Industry
Insurance
