Enabling Customer Experience-Driven Growth With Salesforce CRM Capabilities
As a Salesforce Crest Partner and one of ~20 global partners shaping Agentforce transformation, Sutherland delivers enterprises AI-led Salesforce solutions that unify CRM, AI agents, voice, and digital channels while combining platform, process, data, and proprietary accelerators to drive faster adoption, productivity, CX improvement, and measurable business outcomes.
Key Outcomes
Agentforce Contact Center
~27% lower total cost of ownership over three years, ~40% reduction in service representative requirements by Year 3, and 11x return on total investment.
Agentforce Deployment
60% reduced human dependency for routine tasks and 40% faster time-to-market for new autonomous capabilities.
Quality Assurance
60% reduction in testing efforts and 30% cost savings via AI-powered, script less test automation.
Org Consolidations + Data Migrations
70% reduction in migration efforts and 90% reduction in data quality issues through automated cleansing and mapping.
Operational Efficiency
30–50% reduction in security risks and 10–30% cost savings through automated license and health optimization.
Implementation & Adoption
~30–50% faster deployment timelines, ~25–40% reduction in implementation effort via accelerators (Data MBA, CloudTestr, OptiMax), and ~40–60% faster user adoption with ~25–35% improvement in productivity post go-live.
Priority Salesforce Offerings
AFCC (Agentforce Contact Center)
Our flagship CX transformation offering combines Salesforce Service Cloud and Agentforce into an AI-powered contact center that improves efficiency, customer satisfaction, and agent productivity.
Key Capabilities
- Unified Customer 360–enabled agent desktop
- AI-driven case routing, prioritization, and resolution
- Embedded Agentforce for autonomous task execution
- Seamless integration with voice, chat, messaging, and digital channels
Business Outcomes
- Reduced AHT and operational costs
- Faster first-contact resolution
- Improved agent productivity and CX consistency
Agentforce (Enterprise-wide Agentic Enablement)
We extend Agentforce to help identify the right use cases, deploy governed AI agents, drive adoption, and operationalize agentic ways of working at scale.
Key Capabilities
- Agentforce readiness assessments and use-case identification
- Design and deployment of autonomous agents across business processes
- AI governance, guardrails, and AgentOps frameworks
- Integration with Data Cloud for real-time decisioning
Business Outcomes
- Reduced manual dependency across workflows
- Faster decision-making and execution
- Scalable, governed AI adoption
Service & Experience Cloud Modernization
Modernizing customer-facing digital touchpoints with intelligent, connected experiences.
Key Capabilities
- Experience Cloud portals and self-service journeys
- Omnichannel messaging (chat, WhatsApp, social, email)
- Personalized, data-driven engagement using Data Cloud
- Agentforce embedded across digital interactions
Business Outcomes
- Improved CSAT and NPS
- Increased digital adoption and deflection
- Reduced call volumes
CPQ & Revenue Transformation
Accelerating revenue growth through intelligent, automated revenue workflows.
Key Capabilities
- Salesforce CPQ, RLM, RCA, and billing implementations
- AI-led guided selling and intelligent pricing
- Contract, approval, renewal, and amendment automation
- Revenue readiness runbooks and rollout accelerators
Business Outcomes
- Faster quote-to-cash cycles
- Improved win rates and deal velocity
- Predictable, scalable revenue operations
Org Consolidation & Optimization
Unifying fragmented Salesforce landscapes to reduce complexity, technical debt, and cost while creating a clean data foundation for AI.
Key Capabilities
- M&A-driven Salesforce org consolidation frameworks
- Data migration, cleansing, and harmonization using Data MBA
- License, performance, and health optimization using OptiMax
- Architecture simplification and technical debt reduction
Business Outcomes
- Lower total cost of ownership
- Improved system performance and scalability
- Clean, governed data foundation for AI
Financial Services Cloud (FSC)
Proven Salesforce FSC Implementation Experience across Banking, Insurance, and Wealth Management
Our deep hands-on experience delivering Salesforce Financial Services Cloud programs for regulated financial institutions supports complex sales, service, and operations transformation initiatives.
Key Capabilities
- End-to-end digitization of sales, service, and operations on FSC
- Data Cloud–driven client and household views
- Agentforce-powered servicing, onboarding, and advisory workflows
- Regulatory-aware automation and governance
Implementation Outcomes
- Improved advisor and agent productivity
- Faster onboarding and servicing cycles
- Personalized, compliant customer and member experiences
Health & Life Sciences Cloud
Extensive Health Cloud and Life Sciences Cloud Implementation Experience
Sutherland delivers Salesforce Health Cloud and Life Sciences Cloud implementations that support compliant, data-driven engagement across patients, providers, HCPs, and life sciences ecosystems.
Key Capabilities
- Health Cloud and Life Sciences Cloud implementations
- Patient, HCP, and provider 360 data models
- Industry accelerators for data harmonization, consent, and compliance
- AI-powered engagement, case management, and service workflows
Implementation Outcomes
- Improved care coordination and engagement
- Faster case resolution and adherence tracking
- Scalable, compliant digital transformation across healthcare ecosystems
Loyalty Management
Designing loyalty ecosystems that strengthen retention, deepen engagement, and turn customer relationships into long-term value.
Key Capabilities
- Loyalty program design, modernization, and platform implementation
- Tiering, rewards, partner ecosystem, and member engagement journeys
- Data Cloud–enabled segmentation and personalization
- Integration with service, commerce, and marketing experiences
Business Outcomes
- Higher retention and customer lifetime value
- Stronger repeat engagement and brand affinity
- More personalized loyalty experiences at scale
Marketing Cloud
Enabling personalized, cross-channel engagement with connected journeys, audience intelligence, and measurable campaign performance.
Key Capabilities
- Journey orchestration across email, mobile, web, and paid media
- Audience segmentation and activation using unified customer data
- Campaign automation, personalization, and performance optimization
- Integration with loyalty, service, and sales journeys
Business Outcomes
- Improved campaign relevance and conversion
- Stronger cross-channel engagement and retention
- Greater marketing efficiency and measurable ROI
Data Cloud
Creating a unified, real-time customer data foundation that powers segmentation, personalization, analytics, and AI-driven decisioning across the Salesforce ecosystem.
Key Capabilities
- Customer data unification across service, marketing, sales, and operations
- Identity resolution, segmentation, and real-time audience activation
- AI-ready data models for insights, automation, and personalization
- Governed integration with Agentforce and the wider Salesforce platform
Business Outcomes
- A more complete and actionable customer view
- Faster personalization and decisioning across channels
- Stronger data foundation for Agentforce and enterprise AI
Salesforce-Aligned Innovation and Go-to-Market Collaboration
Sutherland works closely with Salesforce across go-to-market, solution innovation, and enterprise delivery. We are one of approximately 20 global partners shaping Agentforce Contact Center, bringing clients an early perspective on how Salesforce is unifying voice, digital channels, CRM data, and AI agents in a single system while helping them translate that innovation into adoption, operating model change, and measurable outcomes.
What This Means for Clients
- Closer alignment to Salesforce roadmaps across Agentforce, Data Cloud, Service Cloud, and Industry Clouds
- Earlier access to evolving platform capabilities and innovation priorities relevant to AI-led customer service
- Better translation of product innovation into practical transformation programs, adoption plans, and business outcomes
- More coordinated execution across strategy, implementation, process operations, and optimization
Why It Matters
- Reduced risk for large, complex Salesforce programs
- Faster adoption of new Salesforce capabilities
- Stronger alignment between business outcomes, platform roadmap, and execution
Why Sutherland
CX + Operations DNA
With deep customer operations heritage, we bring together platform transformation and process excellence to create solutions that work in the real world—not just on paper.
Implementation to Adoption to Operations
We do more than deploy Salesforce—we help clients activate change, embed new ways of working, and run optimized processes for sustained value.
Agentic AI with Operational Context
Our approach combines Agentforce, automation, and proprietary accelerators with practical process understanding so AI adoption translates into measurable outcomes.
Outcome-Based Salesforce Transformation
From Service Cloud and Data Cloud to RevOps and Industry Clouds, we align transformation programs to KPIs such as AHT, CSAT, deflection, productivity, and time-to-value.
Accelerators That Increase Speed and Confidence
Data MBA, OptiMax, and CloudTestr help reduce effort, improve quality, and speed delivery across migration, optimization, and testing.