MetLife is one of the world’s largest providers of insurance, annuities, and employee benefit programs, serving over 90 million customers across more than 60 countries. The company has been a trusted name in financial services for over 150 years.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Challenge
After years of growth and acquisitions, MetLife needed to achieve enterprise-wide operational efficiency and modernization. Key challenges included:
Fragmented systems inherited across different geographies
Manual, non-transparent processes creating bottlenecks
High cloud storage costs draining budgets
Increasing compliance and regulatory requirements that demanded automation and control
MetLife wanted to reduce costs, streamline infrastructure, and maintain its relentless customer-first focus.
What did
Empire do
Empire partnered with MetLife to deliver cloud migration and automation at scale, focusing on two major workstreams: Big Data Migration and Customer Experience Automation.
Big Data Migration
Designed and executed a migration of large-scale data workloads to a modern cloud environment.
Reduced monthly cloud expenses by $750,000 through vendor renegotiation and storage optimization.
Improved system reliability, data visibility, and scalability.
Customer Experience Automation
Automated repetitive processes across claims, policy management, and risk compliance.
Delivered seamless integrations between digital channels and backend systems.
Deployed an intermediate communication layer to streamline interactions between chatbots and live agents.
The Results
- $750k per month savings in cloud costs
- Over 14,000 hrs delivered back to the business
- 100% SOX compliance in Settlement process automation
- 94%+ success rate in bot-driven case completion
- Modern SDK delivered, enabling integrated virtual and live agent communication across platforms
