Driving Digital Transformation for a Global Fintech and Payments Company by Modernizing Systems and Processes

Industry: Banking and Financial Services | Services: AI, Automation, Business Operations, Data and Analytics, Sutherland Connect®, Sutherland Sentinel AI, Sutherland Robility®

Client Overview

The client is a leading global fintech and payments company that powers the backbone of digital commerce. With more than 1.4 billion accounts on file and over 6 million merchants worldwide, the company enables secure, seamless transactions at scale. 

Its technology supports financial institutions, merchants, and consumers across a wide range of use cases – from core banking and digital banking platforms to card issuing, payment processing, and merchant acquiring. With a global footprint and decades of experience, the company plays a pivotal role in driving financial inclusion, innovation, and resilience across the payments ecosystem.

The Challenge

Optimizing Fragmented Processes to Overcome Operating Headaches

The client’s siloed operating model, with fragmented processes spread across thousands of clients and end customers, had led to significant inefficiencies and mounting challenges. The cost to serve was spiraling upward, while legacy workflows made scaling increasingly difficult.

Process gaps were driving high fraud losses, inconsistent service delivery, and rising data security concerns. Compliance demands only added to the pressure, exposing weaknesses in data governance and further elevating risk. At the same time, customer satisfaction scores were slipping, hindered by inconsistent experiences and limited omnichannel support.

To stay competitive, the company sought a managed services partner capable of modernizing their technology stack while also taking end-to-end ownership of global operations and workforce. Concerns around employee monitoring and productivity further underscored the need for a scalable operating model that could improve compliance, reduce fraud, cut costs, and deliver a stronger customer experience.

Sutherland Solution

Delivering A Digital-Led Transformation

Sutherland implemented a phased right-shoring strategy, transitioning work to Centres of Excellence in Jamaica, the Philippines, India, and the US. This model optimized resources across geographies while maintaining compliance and scalability. In parallel, Sutherland re-engineered core business processes to eliminate inefficiencies and strengthen risk management, laying the foundation for sustainable cost reduction and improved service delivery.

1. Secure Operations with Sentinel AI
   To safeguard sensitive customer data, Sutherland deployed Sentinel AI, delivering real-time employee authentication across client systems. Personally Identifiable Information (PII) was automatically masked, ensuring regulatory compliance and eliminating exposure risks. This solution extended beyond Sutherland’s delivery teams to the client’s enterprise systems of record, creating an enterprise-wide compliance framework.
2. Omnichannel Engagement and Analytics
   The client’s customer experience was transformed with Sutherland Connect®, Speech Analytics, and CX360® Interaction Analytics. Together, these tools created a unified, omnichannel engagement model across voice, email, chat, and digital platforms. Insights from analytics deepened visibility into customer behavior, empowered agents to act faster, and ensured more consistent and satisfying experiences across touchpoints.
3. Automation and Value Realization
   Intelligent automation, powered by Robility® and Extract®, streamlined complex workflows across operations. Manual tasks were eliminated, cycle times reduced, and accuracy improved, lowering the client’s total cost of ownership by 20%. Beyond automation, Sutherland introduced asset monetization initiatives and a gain-share commercial model, aligning efficiencies delivered directly with measurable client value and business outcomes.

The Outcome

Driving Efficiency, Compliance, and Customer Satisfaction

Sutherland’s partnership transformed the client’s operations into a more efficient, compliant, and customer-centric model. Process redesign and intelligent automation delivered a 45% gain in productivity, enabling the company to manage rapid growth without incurring additional overhead. At the same time, Sentinel AI ensured 100% masking of personally identifiable information (PII), with no breaches reported — strengthening regulatory alignment and reinforcing customer trust in a sensitive industry.

Customer experience also improved measurably. With omnichannel engagement and analytics in place, service became more consistent across touchpoints, driving a 10% improvement in CSAT. The company also sustained an exceptional 100% Net Promoter Score for seven consecutive years, underscoring the trust and satisfaction of its clients and end customers.

Financial performance advanced in parallel. Through process optimization and average handling time (AHT) reductions, the company achieved a 20% reduction in total cost of ownership (TCO), combining savings with fraud prevention measures to create a stronger, more resilient operating model.

With productivity, compliance, and customer trust embedded into its operating model, the client now runs leaner, safer, and smarter. The transformation created a model that not only keeps pace with growth – it accelerates it.