Industry: Communications, Media, and Entertainment
Services: AI, Application Services, Automation, Cloud, Data and Analytics, Digital Consulting, Digital Engineering Services
Client Overview
The client is the largest telecom provider in the United States, offering a broad range of products and services across multiple brands. Within its prepaid portfolio, the client primarily delivers pay-as-you-go mobile plans, along with select monthly plans for smartphone users.
The Challenge
Tackling Operational Fragmentation and Cost Escalation Across Enterprise Functions
The client was grappling with rising operational complexity and unsustainable costs across critical business functions—including brand operations (web), IT support, finance, HR services, and supply chain. At the heart of these challenges were fragmented systems, siloed workflows, and a heavy dependence on manual processes.
Routine, high-volume transactions consumed significant time and resources, leading to frequent errors, inconsistent service levels, and limited scalability. The lack of automation not only slowed down core operations but also eroded the organization’s agility, undermining its ability to respond to customer needs, adapt to market changes, and deliver a seamless employee experience. As inefficiencies mounted, the cumulative impact began to threaten both service quality and long-term competitiveness.
Sutherland Solution
Intelligent Automation at Scale: Reinventing Enterprise Operations for Agility, Speed, and Resilience
To address the client’s growing operational complexity and siloed enterprise functions across IT, Finance, HR, and Supply Chain, Sutherland activated its Digital Acceleration Centre (DAC). This initiative centralized transformation through an integrated automation and AI framework, tailored to the client’s unique operational landscape.
Standardized Testing Through CloudTestr and CoE Model
Sutherland streamlined the client’s fragmented QA environment by deploying a centralized Testing Center of Excellence (CoE) alongside its proprietary CloudTestr platform. This solution enabled intelligent, full-stack automation across UIs, APIs, microservices, databases, and third-party systems – driving consistency, eliminating manual maintenance, and aligning testing across brands and geographies.
CloudTestr also introduced self-healing capabilities and dynamic object recognition to minimize scripting effort, reduce defect leakage, and integrate seamlessly into CI/CD pipelines for continuous quality assurance.
Integrated IT and HR Automation
Through its enterprise automation framework, Sutherland automated a significant portion of IT service management, including incident triage, ticket resolution, and user support. This was extended to HR, where employee service functions such as onboarding, payroll, and policy inquiries were digitized through conversational AI and smart workflows, consolidated into a unified command center for IT and HR operations.
A Core/Flex delivery model further enabled scale-up and scale-down of QA and IT resources without loss of expertise or continuity, improving resource agility and process resilience.
Generative AI-Led Testing Modernization
Sutherland leveraged GenRocket’s AI-powered synthetic data platform to virtualize real-time transactional testing without exposing production data. This integration enabled high-velocity test coverage for edge cases, compliance scenarios, and system-level validations—all within secure, automated environments and CI/CD pipelines.
Finance and Supply Chain Automation
Sutherland digitized Finance operations through end-to-end automation of invoice processing, PO matching, and reconciliation workflows across EDI and non-PO channels. In Supply Chain, the solution included intelligent demand planning, workflow digitization, and automated order processing across retail and online channels, supporting unified, real-time orchestration of procurement, fulfillment, and logistics.
Enterprise AI Platforms Integration
Sutherland embedded its proprietary digital platforms into the client’s ecosystem to strengthen observability, governance, and operational intelligence:
- Athena, an AI-powered enterprise analyst, provided root cause diagnostics and real-time operational insights.
- ValueSync standardized intake and issue resolution workflows across departments to reduce friction and latency.
- CloudTestr delivered integrated, intelligent test automation with cross-environment coverage.
Sutherland’s solution modernized enterprise operations by combining intelligent automation, GenAI, and AI-driven platforms within a modular, interoperable framework. This approach replaced manual interventions with digital intelligence, harmonized siloed processes, and established a scalable foundation for continuous enterprise transformation.
The Outcome
Drives Efficiency, Speed, and Scalability
The client realized a step-change in operational efficiency and digital responsiveness through Sutherland’s targeted automation strategy.
In quality engineering, regression cycle times for web platforms were compressed from four days to just four hours, accelerating release velocity without compromising quality. Through the implementation of a centralized Testing CoE and a Core/Flex resourcing model, Sutherland achieved a 40% reduction in testing-related resource costs while enhancing scalability and consistency in delivery.
IT operations saw a significant impact, with 78% of Level 1 and 42% of Level 2 tickets automated, leading to a substantial reduction in support backlog and faster issue resolution across business units.
Crucially, these gains were delivered with exceptional speed – enterprise-wide automation was deployed in under three months, establishing a scalable digital foundation and positioning the organization for sustained agility, innovation, and future growth.
That’s digital outcomes delivered!
KEY OUTCOMES
Regression automation coverage reduced cycle (web) from 4 days to 4 hours
End-to-end automation across web and service applications
Resource cost savings by CoE structure with Core/Flex model
Of Level 1 IT incidents resolved autonomously
Zero touch invoice processing with 100% accuracy
Of supply chain orders processed touchlessly, enabling same-day fulfillment
