20% Faster IT Support for a Leading US Telecom Provider

20%

Reduction in support handle times

5%

Increase in end-user satisfaction (CSAT)

24/7

Advanced IT support coverage

100%

Streamlined troubleshooting

Client Overview

The client is a premier, multi-billion-dollar American telecommunications and entertainment conglomerate generating over $12 billion in revenue and employing a workforce of 30,000+. As an industry leader, the organization specializes in high-speed internet, digital telephone, cable television, home automation, and advanced mobile services. Crucially, they serve as a primary commercial partner providing bundled business services and mission-critical connectivity to enterprises of all sizes across the United States.

The Challenge

Scaling Technical Support and Cutting Costs for Premium Business Customers

To protect its market share in the commercial market, the provider needed a highly scalable, premium IT support partner capable of delivering “white-glove” technical support to its diverse business clientele. The core challenges included:

Escalating Operational Costs: Managing a 24/7/365 complex support infrastructure across phone, chat, and remote access was becoming increasingly expensive.
Diverse Technical Demands: Supporting an extensive array of business devices, setups, and software suites required highly specialized technical expertise.
The CX Imperative: The client needed to aggressively cut operational costs without sacrificing the premium, high-satisfaction user experience their enterprise customers expected.

Sutherland Solution

Deploying a Dedicated Staffing Model Powered by Generative AI and Automation

Digitally Enabled, Dedicated Support Team
Sutherland structured and deployed a tailored, dedicated resource staffing model specifically engineered to maximize support flexibility and agility while drastically reducing overhead costs.
Sutherland HelpTree (Generative AI Knowledge Management)
Sutherland integrated its proprietary HelpTree digital platform, utilizing Generative AI to provide front-line support agents with instant, intelligent knowledge management for faster query resolution.
Sutherland SmartSolve Technician Toolkit
To eliminate troubleshooting bottlenecks, the SmartSolve Technician Toolkit was rolled out to field and remote agents, standardizing and streamlining technical workflows, diagnostic speeds, and operational efficiency.

The Outcome

Heightened Operational Efficiency and Accelerated Support Resolution

By transitioning to Sutherland’s digitally accelerated support ecosystem, the telecommunications leader successfully modernized its B2B technical helpdesk operations. The deployment of Generative AI knowledge pathways and optimized troubleshooting tools drove a decisive 20% reduction in support handle times, enabling agents to resolve complex issues more quickly. These efficiency gains directly translated into a better user experience, resulting in a 5% increase in end-user satisfaction while securing measurable, long-term operational cost savings for the provider.