Back to Case Studies Optimized operations, reduced costs, and improved efficiency across multiple sites.
Building a High-Performing Workforce
The consultants at Summit Trails partnered with Nationwide to transform back-office processing operations, improving efficiency, standardizing workflows, and enhancing performance management. By implementing a workforce optimization software solution, integrating data, and improving coaching practices, the initiative resulted in a 22% reduction in unit costs, eliminated overtime, and $1.6M in savings.
$0M in Hard Dollar Savings
Optimized operations, reduced costs, and improved efficiency across multiple sites.
0% Reduction in Unit Costs
Eliminated waste and streamlined processes, reducing overall expenses.
0% Return on Investment
Enhanced workload balancing, visibility, and distribution led to better resource utilization.
About Nationwide
Nationwide Insurance, headquartered in Columbus, OH, is one of the largest insurance and financial services organizations in the US. Founded in 1926, Nationwide has grown from a small mutual auto insurer to a Fortune 100 company, offering a comprehensive range of products including auto, home, and life insurance, as well as retirement and investment services. The company operates with a mutual structure, ensuring that its members’ needs are at the forefront of its mission.
Industry
Insurance and Financial Services
Location
United States
Size
25,000
Background
Inefficiencies in Multi-Site Back-Office Operations
Nationwide’s back-office processing centers operated independently, leading to inconsistent workflows, lack of visibility, and inefficient workload distribution. The company sought to improve efficiency, increase processing capacity, and establish standardized processes across multiple locations.
Project Details
Standardizing Processes and Enhancing Performance Management
The consultants at Summit Trails worked closely with leadership to unify operations across Nationwide’s two back-office sites. They conducted 10,000+ side-by-side observations to identify best practices, optimize workflows, and reduce processing times. A Workload Distribution Tool (WDT) was implemented, replacing 84 manual reports with electronic work tickets, enabling priority-based routing and real-time workload balancing. Data was integrated into a centralized performance management system, equipping leaders with actionable insights. Daily coaching huddles and structured weekly coaching plans were introduced to improve communication, engagement, and accountability. These efforts led to increased efficiency, improved service reliability, and significant cost savings.
The Summit Trails Difference
Driving Efficiency Through Innovation
The consultants at Summit Trails bring an unparalleled depth of experience, averaging over 20 years in performance management and operational excellence. Our solutions are built on a foundation of proven activity-based management principles, seamlessly enhanced with cutting-edge AI technology to deliver real, measurable results. We specialize in weaving a golden thread of connection between the C-Suite and frontline teams (the employees we like to call the A-Team!), ensuring alignment, engagement, and shared purpose at every level of the organization.
Our platform isn’t just about metrics—it’s about empowering employees through personalized coaching and development, fostering a culture of growth and collaboration. By integrating innovative tools with strategic insights, we enable organizations to unlock their potential, improve decision-making, and achieve lasting operational success. With Summit Trails, you gain more than a solution—you gain a partner dedicated to helping your business and its people thrive.
