SEIU: Transforming Member Support with Digital Tools
SEIU 32BJ transitioned from legacy infrastructure to a cloud-based, AI-enabled digital member platform with Saige’s support. The transformation enabled members to manage benefits and services online, while reducing administrative burden. In just 18 months, operating costs dropped by 71%, 80,000+ members registered, and internal teams were redeployed to higher-value work.
Challenge
SEIU 32BJ, one of the largest property service workers’ unions in the U.S., operated with legacy on-premises servers, manual workflows, and paper-based documentation. Members were required to engage in person for even basic services, which limited accessibility and strained administrative capacity. This outdated model hindered both efficiency and member satisfaction.
Solution
Saige partnered with SEIU 32BJ to lead a full-scale digital transformation. Key actions included:
Cloud Migration: Transitioned core operations to a secure, scalable cloud platform
Unified Member Portal: Developed a centralized system for managing benefits, retirement accounts, and accessing legal services
AI-Enabled Personalization: Integrated and analyzed member data to deliver tailored, real-time experiences that increased engagement and simplified navigation
Results
The impact was immediate and significant:
- 71% reduction in monthly operating costs within 18 months
- 80,000+ members onboarded to the new platform
- Substantial improvements in data accuracy, security, and scalability
- High levels of member satisfaction and platform engagement
- Reallocation of support staff to more strategic, high-value functions, reducing overhead and improving service quality
Saige’s transformation initiative empowered SEIU 32BJ to modernize its service delivery model, unlocking new efficiencies while delivering a seamless, member-centric experience.