Since 2016, Sutherland has merged platform expertise with digital CX engineering to build high-impact customer experience engines. From advisory to transformation, we help enterprises unlock continuous value from their Zendesk investments.
Our AI-ready implementations accelerate time-to-value and boost efficiency through optimized workflows and governance. By utilizing custom innovation accelerators, we extend platform capabilities to ensure seamless automation and superior operational outcomes across all digital support channels.
200%+
Improvement in critical CX metrics through consolidation and optimized workflows.
~30%
Average handle time (AHT) reduction via agent enablement, AI support, and automation.
100K+
Annual deflections through digital channels, reducing support load, and improving scalability.
~15%
Lower TCO through automation, license optimization, and process efficiency.
50%+
To single-digit attrition through a better employee model.
Up to 52%
Containment via self-service, automation, and chatbot deflection.
Our Solutions
Sutherland delivers end-to-end Zendesk services across the CX lifecycle – helping enterprises design, implement, and continuously optimize their support operations.
Implementation & Build
- AI-ready Zendesk implementation and migration
- Omnichannel experience orchestration across voice, chat, email, and social
- Workflow design, automation, and integration with enterprise systems
Optimization & Transformation
- Continuous improvement of workflows, macros, triggers, and forms
- Analytics-driven CX optimization powered by Sutherland Insights Hub
- Enablement of AI copilots, self-service, and agent-assist capabilities
Advisory & Assessment
- CX maturity and journey assessments
- Zendesk and AI readiness evaluation
- Value realization roadmap aligned to business outcomes
- Innovation Accelerators
- AI-ready Zendesk implementation and migration
- Omnichannel experience orchestration across voice, chat, email, and social
- Workflow design, automation, and integration with enterprise systems
- Continuous improvement of workflows, macros, triggers, and forms
- Analytics-driven CX optimization powered by Sutherland Insights Hub
- Enablement of AI copilots, self-service, and agent-assist capabilities
- CX maturity and journey assessments
- Zendesk and AI readiness evaluation
- Value realization roadmap aligned to business outcomes
- Innovation Accelerators
Industry Focus
Banking and Financial Services
Boost trust with AI-ready Zendesk support that secures financial data and streamlines complex customer journeys.
Communications, Media and Entertainment
Unify content and support with omnichannel Zendesk orchestration that maps engagement to real-time viewer needs.
High Tech (Technology)
Accelerate product adoption with Zendesk innovation accelerators and AI-driven insights that boost productivity.
Healthcare
Eliminate patient friction with compliant, AI-powered Zendesk workflows that connect breakthroughs to care.
Insurance
Modernize the policyholder funnel with Zendesk automation and self-service that reduce friction and costs.
Manufacturing
Optimize industrial outreach by integrating data-heavy stacks into unified, scalable Zendesk service platforms.
Mortgage Services
Simplify the lending path with transparent, engineered Zendesk workflows that guide borrowers through the funnel.
Resources, Energy & Utilities
Enhance efficiency with AI-ready Zendesk tools focused on sustainable value and data-driven customer service.
Retail & Consumer Goods
Drive loyalty and lifetime value with high-fidelity, omnichannel Zendesk journeys and seamless commerce support.
Travel, Transportation, Hospitality & Logistics
Capture intent via mobile-first Zendesk capabilities and robust automation across the entire global booking path.
Why Sutherland
Zendesk Partner Since 2016
Zendesk’s 2023 GTM Partner of the Year (North America), Sutherland delivers record of measurable success.
Proven, Measurable Outcomes
Focused on improving key CX metrics – resolution time, agent productivity, and client satisfaction.
Sutherland Labs: Innovation-Led CX
Purpose-built accelerators and integrations.
AI-Ready CX Transformation
Expertise in embedding AI, automation, and insights into Zendesk operations.
Governance at Scale
Strong controls, standardization, and operating models to ensure consistency.
Enterprise Delivery Model
Scalable, cross-functional teams combining CX consulting, engineering, and operations expertise.