Challenge
Supporting Rapid Growth Without Additional Operating Cost
As a large financial services company and one of the first peer-to-peer lenders, our client’s business had seen significant growth - including the recent acquisition of another bank.
There was a pressing need to optimize and streamline systems to integrate the businesses, but the client’s systems and processes weren’t set up for the transition. They faced high operating costs and inefficiencies as a result, which were hurting the customer experience.
Our client needed to unify and harmonize their business processes while leveraging AI and automation to transform the customer experience.
Sutherland stood out as a partner that could handle everything under one roof, delivering true omni-channel support to enable a 360-degree customer view.
Outcome
Delivering Agility and Efficiency to Core Operations
First, we focused on introducing agility and efficiency to the client’s operations. In less than 60 days, we rolled out a nimble global right-shoring model with a mix of onshore, nearshore and offshore resources.
Next, we introduced Centers of Excellence for key business areas to ensure quality and consistency. This was supported with gamified learning to enable teams across the business to quickly standardize processes.
True omni-channel support, enabling a 360-degree customer view, helped establish a strong customer experience amid rapid change.
Sutherland Robility and Sutherland Extract also helped join up their siloed systems, including borrower support, credit decisioning and more.
