Industry: Banking and Financial Services | Services: Automation, Data & Analytics, Digital Consulting
Client Overview
The client is a global financial services firm offering a wide range of consumer and commercial banking products. Facing mounting competition and evolving customer expectations, the company needed to modernize its back-office and customer-facing processes to unlock new revenue opportunities and strengthen long-term loyalty.
The Challenge
Outdated Processes Limiting Revenue Potential
The client’s legacy processes were slow, fragmented, and resource-intensive, limiting its ability to capture new revenue opportunities. Manual operations created inefficiencies, compliance risks, and inconsistent customer experiences. Leadership sought a partner to drive digital-first transformation and position the firm for sustainable growth.
Sutherland Solution
Reengineering for Revenue and Efficiency
Sutherland partnered with the client to implement a comprehensive process transformation strategy. This included:
- Automation of manual workflows to increase speed and accuracy
- Advanced analytics to uncover new revenue opportunities and optimize decision-making
- Process standardization across global operations to ensure compliance and consistency
- Customer-centric redesign of engagement processes to improve experience and loyalty
The Outcome
Higher Revenue and Smarter Operations
Through its transformation initiatives, Sutherland enabled the client to unlock significant new revenue streams while reducing operational costs. Customer satisfaction improved due to faster, more reliable service, while compliance and accuracy levels strengthened. The client now benefits from a scalable, digitally enabled operations model that drives both efficiency and top-line growth.
KEY OUTCOMES
Significant
Revenue growth through streamlined processes
Improved
Customer satisfaction and retention
Enhanced compliance and operational accuracy
Greater
Scalability to support business expansion
