The Challenge
Optimizing Critical Business Operations and Creating Efficiencies while Maintaining Quality
This Fortune 500 Group Benefits Insurer needed a partner with domain expertise and digital consulting skills to move their claims contact center to a more efficient and cost-effective model, allowing their staff to focus on strategy and product growth.
This was the first time in the client’s history that they would be trusting an external company to handle voice interactions with their customers. The policyholders reaching out to the contact center were often facing some of the worst moments of their lives, so superior customer service was a must-have.
Further due to complications because of multiple legacy policy administration systems, a unique approach was required to provide advisors with accurate and timely policyholder information. They needed a transformation partner who understood the complexities of their product portfolio across multiple brands, and could translate them into a comprehensive, state-of-the art system.
The Outcome
Measurable Customer Experience Transformation with a Digital-led Approach
Sutherland proposed an end-to-end digital transformation journey that would optimize business operations, reinvent experiences, and deliver measurable business results for the client through our seamless Business Process as-a-Service model.
Using our global expertise and local knowledge, we chose Jamaica as the strategic location to serve customers. This allowed the client to take advantage of a near-shore location just hours from their headquarters, operating within an hour of their local time, all while leveraging native English-speaking talent for cultural alignment. This approach built resiliency in the Insurer’s operating model.
Sutherland worked closely with the client to craft a training and transition plan that allowed minimal disruption to their existing operations while still providing a speedy ramp-up. Post transition, several proprietary technologies come into effect to assist advisors in handling calls from policyholders, effectively transforming the claimant’s experience.
Combining market-leading technology and business process excellence, we delivered a holistic transformation via a three-pronged approach of analyze, automate, and augment. The end result was higher call resolution, improved process efficiency, and a significant reduction in the number of calls per claimant.
The digital toolkit to modernize our client’s legacy systems includes:
- Sutherland CX360™ – An advanced analytics solution that makes it easy to understand customers across every channel and interaction to deliver a superior experience.
- SmartLeap® HelpTree – A cognitive knowledge base solution for next best action on policy, procedural, and desktop reference information.
- Robility® – A hyperautomation solution, with AI/ML capabilities for agent augmentation.
- IVR Enhancement – A solution that drives better digital deflection by implementing insights from claimant experience reimagination.
- Media Labs – A solution that enables creation of personalized videos aimed at call reduction and experience uplift.
Providing new keys for their business, the people they work with, and the customers they serve, we enabled our client to significantly reduce call volumes, gain day-to-day operating and reporting efficiencies, and dramatically reduce operating costs. That’s digital performance unlocked and measurable results delivered!
Increase in efficiency
Point uplift in CSAT scores
Reduction in costs over the deal term
Ready to Discover the Impact of End-to-End Digital Transformation for Your Business?
Services
Business Operations, Business Process as a Service, Digital CX, Sutherland CX360™, SmartLeap® HelpTree, Robility®
Industry
Insurance
