Customer Service Transformation at Scale: 22-Point NPS Improvement

Industry: Technology | Services: Business Operations, Business Process as a Service, Digital CX

Client Overview

A leading global technology and consumer services company, our client manages a rapidly expanding connected home ecosystem. Following a major acquisition of a remote services division from a top electronics retailer, the organization sought to redefine its customer service model to support growing demand for smart home and connected device assistance.

The Challenge

Meeting Demand in a Growing Smart Home Market

With millions of customers connecting smart devices and applications daily, the client’s existing infrastructure was under strain. Every key performance indicator—especially Net Promoter Score (NPS)—was trending downward as demand outpaced support capacity. The organization urgently needed a scalable, connected consumer device support model that could deliver high-quality, omnichannel service without compromising customer satisfaction.

Sutherland Solution

A Unified, Omnichannel Customer Support Ecosystem

Sutherland Labs partnered closely with the client to reimagine the end-to-end customer experience. Through in-depth research into customer behavior, device interactions, and the competitive support landscape, our team designed an integrated, 24/7 omnichannel solution.

Leveraging Sutherland’s SmartLeap® HelpTree platform, we created a centralized support ecosystem that provided:

1. Conversational AI and voice-assisted tools for faster issue resolution
2. Self-help microsites empowering customers with on-demand resources
3. Automated device health checks for proactive maintenance
4. Seamless CRM and payment system integration to streamline operations

Comprehensive process design, training programs, and digital enablement ensured a consistent experience across every customer touchpoint.

The Outcome

Delivering Scalable, High-Impact Customer Service Transformation

Through Sutherland’s expertise and advanced technology, the client successfully built a fully connected customer service model. By consolidating multiple product support channels into one unified experience, Sutherland enabled faster issue resolution, higher customer satisfaction, and sustainable scalability. The impact was significant — an NPS of 86, outperforming the industry average by 22 points; a 14% reduction in call transfers, boosting operational efficiency; and a 78% automation rate, minimizing manual interventions. With over 90% first-call resolution and more than 3,000 new knowledge base articles addressing nearly all top call drivers, the client now delivers a proactive, data-driven, and seamless customer experience that drives loyalty and positions them for continued growth in the connected consumer market.